Service Operations Manager Job Description
Service operations manager
provides professional and constructive assessment of Weir ability to provide a Product in compliance to customer Statements of Requirements.
Service Operations Manager Duties & Responsibilities
To write an effective service operations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service operations manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Managing the services, service levels, and key performance indicators delivery for the Service Desk function
Monitoring and measuring the effectiveness(customer satisfactions, productivity, automation) of the services delivered by Wipro Service Desk
Driving the efficiency and effectiveness of the Problem Management w.r.t
Building and maintaining internal and external relationships and services
Drive continuous service improvement and follow up on the corrective actions
Managing the service, service levels, and key performance indicators for the Service Desk function
Making sure the Service Desk is delivering against set objectives
Analyze the performance reports provided by the Service Desk to ensure accuracy, assess the preventive and corrective actions
Review processes and procedures to ensure alignment to objectives and business needs/users’ needs
Monitoring the services provided by the Service Desk and making recommendations for improvement
Service Operations Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Operations Manager
List any licenses or certifications required by the position: ITIL, PMP, II, CISSP, PMI, RCV, OSA, IAT, CSM, V3
Education for Service Operations Manager
Typically a job would require a certain level of education.
Employers hiring for the service operations manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Engineering, Management, Technical, Business/Administration, Computer Science, Communication, MBA, Leadership
Skills for Service Operations Manager
Desired skills for service operations manager include:
Regulatory laws
Changes and requirements and ensure compliance
Excel
Ability to understand financial statements
Legal awareness to contract terms and conditions
Product and product application
Microsoft Word
Service techniques and procedures
Catering operations in support of outlying areas
Cleaning and maintenance of dining facilities
Desired experience for service operations manager includes:
Automated, software based infrastructure management or IaaS experience is a must
Identify knowledge and process gaps
Analyze the quality of the services provided and identify improvement areas
Propose action plans/solutions for the process gaps and improvement areas identified
Driving the efficiency and effectiveness of the problem management process
Ensure that the Service Desk assesses the root cause of incidents using statistical tools/framework (Pareto analysis, S-Charts) to improve the effectiveness of service desk
Service Operations Manager Examples
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Service Operations Manager Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service operations manager
- Responsible for the day to day operation
- Provide leadership in resolution of complex and high-priority service issues, as escalated from internal or external partners, to effectively ensure prompt and accurate resolution and client satisfaction
- Serve as lead resource for internal partners on customer service specific projects and initiatives
- Incorporate enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities
- Provide leadership and coaching to management team through appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings
- Direct staff to ensure overall client satisfaction and appropriate level of service delivery
- Manage and build staff, including
- Evaluate and modify business models through strategic planning
- Develop, administer and monitor Service Level Agreements (SLAs) with appropriate business partners
- Effectively manage systems productivity including
Qualifications for service operations manager
- Ensure all service & operational deadlines are met
- Support in definition of overall IT SM strategy
- In depth knowledge of MISN (data) and VMS (IP Voice) services, Contact Centers Legacy voice services
- Operational delivery of the Service Desk Services and continuous improvement in Service Desk execution
- 4-7 years’ experience in delivering outsourcing services or in overseeing the performance of outsourcing service providers
- Operational knowledge of SharePoint 2010 as a tool for publishing & sharing information
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Service Operations Manager Job Description
Job Description Example
Our growing company is looking for a service operations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service operations manager
- Responsible for improving service monitoring and alerts, and striving to deliver industry best practice
- Coordinates with offshore staff
- Coordinates with outside vendors and internal resources to install or implement solutions
- Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects
- Performs basic line supervision, including hiring, firing, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline
- Manage Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA
- Manage incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
- Ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management
- When/where required, be contactable for escalations and support
Qualifications for service operations manager
- Report on the IS operations
- This role is one of a team of multiple IS Operations and Service Management Managers with no direct reports but has oversight or management responsibilities over service providers or project resources
- The ability to collaborate with other IT functions on existing and future projects
- A pleasant and professional demeanor and the ability to work well with a variety of personalities
- Must be a self-starter and work well independently with limited direct supervision
- Of personalities
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Service Operations Manager Job Description
Job Description Example
Our company is looking for a service operations manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service operations manager
- Management of the spare parts pricing and labor rate structures
- Development of goals and objectives for their team that impacts department business results in a positive way
- Coaching individual team members progress towards team goals
- Responsible for the performance review process for their team
- Internally, across team structures, geography, and departments within the company
- Collaborate with business partners (Commercial Line Managers, Underwriters and Agents, ) to proactively improve day-to-day service and successfully resolve issues that may arise
- Performs regular process audits to ensure consistent delivery of service while assessing specific areas for improvement
- Manages and motivates staff
- Initiates hierarchical escalations customer and internal incidents
- Managing a repair department and its related processes and staff to deliver products cost efficiently, according to planning and quality requirements
Qualifications for service operations manager
- Identify and implement opportunities for innovation and continuous improvement in service introduction
- Experience managing Vendor relationships for claims adjudication with an emphasis on managing workflow across multiple work streams
- Proven experience utilizing continual process improvement methodologies, root cause analysis and effective remediation in a production and quality based environment
- Provides daily guidance and direction to thirteen employees
- Strong interpersonal, communication, managerial and leadership skills and qualities
- Finra Series 66 or 63/65, or be obtained within 6 months after hire
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Service Operations Manager Job Description
Job Description Example
Our company is looking to fill the role of service operations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service operations manager
- Provides leadership in resolution of complex and high-priority service and operation issues, as escalated from internal or external partners, to effectively ensure prompt and accurate resolution and client satisfaction
- Serves as lead resource for internal partners on customer service specific projects and initiatives
- Incorporates enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities
- Provide leadership and coaching to employees through appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings
- Maintain KPI’s to support business growth
- Ensure timely and cost-effective planning of on-site requirement in accordance with contractual agreements or single service requests
- Ensure site activities meet contractual requirements
- Monitor assistance services to ensure appropriate quality levels
- Assist field technicians during site activities for all necessary actions needed to perform the job
- Ensure customer review and validation of documentation to appropriately identify necessary activities
Qualifications for service operations manager
- Minimum 10-12 years’ experience in Service out of which at least 3 years in Service Management role.-Extensive industrial experience in running and developing high efficiency operations-The ideal candidate should have previous Experience in daily operation of a service team and the ability to effectively manage the operations of the Aftermarket in relevant field
- Result oriented with a self motivating personality- Highly collaborative personality with excellent inter personal skills- Proven capability in developing an effective service team to provide sound Service Support.- Capability to build trustworthy relationship and ability to train, mentor and coach service teams.- Good communication skills- Computer literate (Lotus Notes, Microsoft Office, )- Travel extensively
- Bachelor’s Degree in engineering, computer science or business
- Advanced degree and outstanding record of academic achievement required
- Proven expertise in key industries including, but not limited to financial services, high-tech, telecommunications, manufacturing, energy, retail, pharmaceuticals, or travel and logistics
- Must be willing to work extended hours (including evenings and weekends), as needed, to meet business objectives
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Service Operations Manager Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service operations manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service operations manager
- Ensure that services are adequately described in the Service Catalogue
- You will closely work with Global Digital Marketing team and other disciplines (Project managers, marketing, IT Service line colleagues, ICT Delivery & Operations colleagues, digital agencies, and IT vendors)
- Define, develop and introduce goals and objectives for the organization and direct the implementation of plans for their cost effective accomplishment
- Ensure that overall operations of the department are conducted in accordance with Company policies and procedures, and are in compliance with health and safety guidelines
- Develop customer contacts and, in conjunction with other support groups establish strategies for obtaining new business and meeting financial and strategic objectives
- Oversee the department's performance relative to quality of work and responsiveness to customers' requirements, and initiate remedial measures, as appropriate
- Ownership and accountability of Airport operations Domain and team within agreed SLA’s and KPI’s
- Direct management and organization of all shift personnel to ensure the agreed minimum 24 x 7 shift coverage levels
- Act as ultimate shift escalation point for Customers and Business Units in case of major customer and service incidents
- Provide 12 hour support according to roster
Qualifications for service operations manager
- Working knowledge of sequel database tools
- Qualification’s preferably in an engineering discipline or technical field, or service business management
- Process improvement with root cause analysis and SOP development capabilities
- Directs Work – Ability to provide direction, delegates work effectively and removes obstacles to get work done
- ITIL Qualifications an advantage
- Experience of working with fast paced Agile development teams