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Top 50 Global Service Manager Skills

Below we've compiled a list of the most important skills for a Global Service Manager. We ranked the top skills based on the percentage of Global Service Manager resumes they appeared on. For example, 11.1% of Global Service Manager resumes contained Service Delivery as a skill. Let's find out what skills a Global Service Manager actually needs in order to be successful in the workplace.

These are the most important skills for a Global Service Manager:

1. Service Delivery

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high Demand
Here's how Service Delivery is used in Global Service Manager jobs:
  • Developed and implemented adaptive service delivery tools and methodologies, to support a changing business environment.
  • Implemented diverse programs to improve service delivery performance and reduced operational risks.
  • Monitor service delivery with focus on continuous improvement and customer satisfaction.
  • Developed and instituted processes/procedures to improve service delivery.
  • Managed the service delivery team's daily activities as well as the triage and dispatch process of service requests.
  • Eliminated duplicate development budgets between brands while achieving 10% reduction in service delivery costs across all accounts.
  • Increased the Service Delivery portfolio from $2 million annually to $4 million annually over five years.
  • Developed, planned and executed the company's first offshore development operations and Service delivery center in India.
  • Developed the Global Operations Guide with partners, which ensured the effective management of service delivery goals.
  • Provide single point of contact and be the advocate between Service Delivery and the Client.
  • Analyzed client data and created monthly/quarterly service delivery reports for each client.
  • Coordinate increased communication and interaction between Vodafone Operations, Service Delivery, Vendor teams and the client.

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2. Financial Performance

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high Demand
Here's how Financial Performance is used in Global Service Manager jobs:
  • Conducted competitive comparative analysis to evaluate current offerings and financial performance to identify market opportunity.
  • Compare corporate and subsidiary financial performance against benchmarks.
  • Achieve financial performance through the effective use of expense budget, overtime expenses and educational dollars.

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2 Financial Performance Jobs

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3. Customer Service

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high Demand
Here's how Customer Service is used in Global Service Manager jobs:
  • Designed and provided logistic training for customer service representatives to enhance service skills and improve awareness of logistics operations and expense.
  • Managed worldwide Technical Service and Customer Service organization, including Professional Services, Education, Training and Pre-Sales departments.
  • Managed customer service strategy for cellular business unit, developed and executed improved processes to meet growing business demands.
  • Acted as point of contact for implementation of warehouse management programs and generation of customer service agreements.
  • Developed core competencies, established benchmarks, designed and delivered training plans thus improving customer service.
  • Supervised vendor relationships and quality control in order to maintain exceptional levels of customer service.
  • Utilized awareness of current industry trends and technology used in customer service organizations.
  • Conducted analysis of work and implemented global procedures to enhance customer service deliveries.
  • Project managed the implementation for global customer services.
  • Developed, presented and executed customer Service Plans.
  • Maintained position as resident expert on service policy, as well as, supported the resolution of customer service agreements.
  • Produced contractual reporting as a result of the Customer Service Level Agreement for the customer C-level management team.
  • Manage all aspects of global customer service organization, including Call Center, Field Service, and Logistics.
  • Provided industry leading customer service & support to BT Conferencing Global 500 customers.
  • Managed a team of 75+ customer service agents and 5 Service Directors
  • Provided day-to-day direction and leadership to 150 customer service employees.
  • Designed original US customer service plans.
  • Managed accounts thru not only calls but emails as well, researching data and providing excellent customer service.
  • Call center experience, dealing with customer service , working with direct tv and overcoming objections

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4. Infrastructure

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high Demand
Here's how Infrastructure is used in Global Service Manager jobs:
  • Contract included network infrastructure, firewall, intrusion detection services, and project management for procurement, installation and managed services.
  • Planned and implemented infrastructures for various product releases by leveraging existing tools and solutions.
  • Performed operations analysis on global infrastructure incidents and their impact on the business environment.
  • Implement virtual database infrastructure and database cluster technology RAC/ASM to improve business continuity.
  • Maintained global infrastructure audit programs.
  • Focus includes enterprise consulting, software as a service, managed services, infrastructure services, complex services and break/fix support.
  • Led team which designed and established world-class SAP operating infrastructure environment in support of $500MM global business initiative.
  • Owned service development and P&L responsibilities for $20M global 2-way radio infrastructure post warranty service portfolio.
  • Managed team of 9 System Engineers and Desktop Analysts that supported end-user technology needs and technical infrastructure.
  • Process owner for all areas of service Delivery and Support within the GXS infrastructure.
  • Project management for IT Infrastructure VoIP, collaboration.
  • Managed multiple IT development and infrastructure teams.
  • Led multi-organizational team to develop and implement system infrastructure to support new Integrated Services business.
  • Developed infrastructure security process and controls for cloud, on-prem and Hybrid environments.
  • Worked with engineering to define requirements for improving remote communications infrastructure.
  • BlackBerry Infrastructure - Project lead in rollout of production BlackBerry Infrastructure currently supporting 14,000+ remote end users.
  • Manage vendor relationships, site infrastructure, as well as shared service functions (e.g.
  • Change Management) One of two approvers (one Apps, one Infrastructure) who approved any change to production environment.
  • Lead the global Datacenter consolidation and standing up of (4) new datacenters encompassing VBlock and EMC VMAX infrastructure.

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5. Project Management

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high Demand
Here's how Project Management is used in Global Service Manager jobs:
  • Led project management team to address solutions initiatives, incident resolution and client relations efforts.
  • Organized and goal-oriented with experience in project management and strong customer focus.
  • Assimilated and utilized technical data for quality project management.
  • Provided leadership in the creation of global services project management office, creating project templates and established PMP best practices.
  • Acted as a consultant to the Project Management Team in the preparation of large Statements of Work (SOW).
  • Enhanced client facing project plans to align with PMI standards to align with global project management standards.
  • Drive UX/UI expertise and digital solution project management within IT on a global level.
  • End to end Project Management of the service project & all subsequent service programs.
  • Project management covering site planning for the installation and relocation of NMR systems.
  • Managed teams of 10 to 25 people to perform project management duties.
  • Project Management for business long distance and toll free services.
  • Project management of launch processes for new product introductions.
  • Designed Management Framework focused on reducing risk in the Portfolio and improving Project Management through analytics and measures.
  • Project Management: Provided detailed ordering metrix for various projects that required weekly status, via excel spreadsheet.
  • Managed the development and implementation of services sales, design engineering, project management and softskills training programs.
  • Project management o SWIFT for corporates implementation to increase efficiencies in payment processing and increase global cash visibility.
  • Project Manager for Avaya ACE Pilot Project Management mentor to Global Voice Team.

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4 Project Management Jobs

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6. Process Improvement

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high Demand
Here's how Process Improvement is used in Global Service Manager jobs:
  • Conducted and documented root cause analysis of process breakdowns and provided information and consultation to the appropriate organizations for process improvements.
  • Spearhead performance optimization initiatives in global shipping and order management through combination of process improvement, technology and organizational change.
  • Coordinated the development and implementation of operational changes in production and process improvement projects to meet quality and efficiency objectives.
  • Manage global vendor relationships, implement operational process improvements and provide finance with accurate expense reporting and forecasting.
  • Ensured product quality by managing metrics, and analysis and process improvements of repair operations.
  • Developed global Operations management team structure to focus on risk areas and process improvement opportunities.
  • Led Consulting engagements and Business Development initiatives for Fortune-1000 clients; established Process Improvement CoE.
  • Developed process improvements to improve quality performance, productivity, and reduce expense.
  • Define quality standards as well as performance and process improvement opportunities.
  • Focused on process improvements and standardization of the Payment Process globally, managed offshore teams & Regional Operating Centers.
  • Identified operational and process improvements for warehouse vendor that reduced costs by $204K annually.
  • Chaired governance meetings with suppliers to review progress and recommend process improvements.
  • Worked with manufacturers and 3rd party vendors to drive continuous process improvements.
  • Managed initiatives in the area of sales, and service process improvement.
  • Develop, implement and manage client process improvements.
  • Initiated several internal IT, Legal and Organizational Process Improvements achieving internal efficiencies and cost reductions.
  • Monitor process improvement and "Make it Easy" campaigns to improve client and employee experience.

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7. Technical Support

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high Demand
Here's how Technical Support is used in Global Service Manager jobs:
  • Serve as primary leadership force for technical support organization representing 75,000 customers globally.
  • Provided motivational and technical support.
  • Managed all aspects of the customer engagement team which included billing, moves adds and changes and technical support.
  • Managed a technical support/global service team of 12 members with incoming monthly contacts numbering 25k.
  • Provided technical support to the sales team in the proposal phase of the sales process.
  • Managed a global team of technical support personnel, supporting over a dozen offices worldwide.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Manage Technical support and site services for all Thermal Product Aftermarket activity.
  • Assisted in the development of technical support engineers from a career perspective.
  • Deliver technical support, design, test, and implementation operations.
  • Promoted collaboration and cultivated relationships with Technical Support, Professional Services and other stakeholders across organizations.
  • Managed service and technical support teams globally, generating highest customer satisfaction ratings.
  • average hand time) Reviews clients' contracts to confirm Entitlement for technical support.

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8. SLA

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high Demand
Here's how SLA is used in Global Service Manager jobs:
  • Protect and grow revenue by ensuring superior execution of contractual commitments and exceptional SLA performance.
  • Administered web content management systems, social collaboration, and translation management platforms.
  • Led consolidation of multiple regional AV services and conference facilities, implemented new business model, SLA and standardized operations.
  • Translated business needs and priorities into logistics strategies and programs that contribute to driving growth and reducing costs.
  • Manage and Deliver Services that meet SLA requirements and maintain a high level of customer satisfaction.
  • Match customer needs with products/systems/services solution and translate them to clear customer value and benefits.
  • Ensured SLA compliance, managed escalations and built solutions to respond to new requirements.
  • Slashed customer outage and repair & return activities by 70%.
  • Managed service provision aligned with SLA terms.
  • Slashed costs 20% by seamlessly transitioning contracts to IBM following unexpected crisis at Satyam.
  • Defined and implemented process change to improve Workplace Services, meeting defined SLAs.
  • Defined contractual statement of work and negotiated SLAs with Global IT.
  • Monitored customer SLAs to ensure proper compliance.

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9. Key Performance Indicators

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high Demand
Here's how Key Performance Indicators is used in Global Service Manager jobs:
  • Developed Key Performance Indicators to measure sales productivity and achievement for all global sales.
  • Devised and introduced a performance management framework, including key performance indicators.
  • Establish Key Performance indicators while ensuring industry standards are exceeded.
  • Managed team responsible for deployment and maintenance of KPI (key performance indicators) suite of reports to a global audience.
  • Define and develop key performance indicators, analyze and communicate the results to the executive team.
  • Identified key performance indicators (KPIs) for service business to align with corporate goals.

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10. Revenue Growth

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high Demand
Here's how Revenue Growth is used in Global Service Manager jobs:
  • Generated revenue growth annually by an average of 29% (minimum 24%) from 2010 to 2012.
  • Reorganized support contract renewal processes resulting in improved contract renewal rates, and 120% revenue growth.
  • Achieved a 16% services revenue growth in the first year assigned to the account.
  • Developed, created and deployed new products projected to represent 30% of the KPMG's revenue growth over 5 years.

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11. Professional Services

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high Demand
Here's how Professional Services is used in Global Service Manager jobs:
  • Managed Professional Services, projects including installations and consulting engagements for a DoD intelligence agency.
  • Maximized professional services revenue while ensuring overall customer success and retention (renewals).
  • Managed successful deployments working cross-functionally within Professional Services organization.
  • Led the transformation from a zero revenue, investment funded professional services business model, to 100% customer funded engagements.
  • Progressed through a number of global, strategic marketing roles spanning managed services, professional services, and emerging technologies.
  • Field Services Manager, Canon - launched company's first field and professional services division.
  • Manage finance functions and project's team for professional services at HDS.
  • Develop, Negotiate and Manage Vector Software's Professional Services projects.
  • Engage our partners in joint ventures on delivering professional services.
  • Led the professional services engagement management functions within the account globally.

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50 Professional Services Jobs

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12. Level Agreements

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high Demand
Here's how Level Agreements is used in Global Service Manager jobs:
  • Ensured the team adhered to published service level agreements and delivered excellent customer service.
  • Delivered outstanding services to clientele by successfully meeting all established service level agreements.
  • Improved operations to exceed service level agreements and customer satisfaction.
  • Provide services as specified in the Statement of Work (SOW) and meet all Service Level Agreements (SLA.)
  • Ensured contractual obligations were met including staffing, service level agreements, customer satisfaction levels, and special projects.
  • Designed, wrote and implemented policies and procedures reflecting Service Level Agreements and business metrics.
  • Interact extensively with customers to setup service level agreements; provide status of services and solicit feedback.
  • Participated in development, maintenance and monitoring of SLAs and Operation Level Agreements (OLAs).

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13. Direct Reports

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high Demand
Here's how Direct Reports is used in Global Service Manager jobs:
  • Created and supported career development programs for direct reports and other engineering personnel.
  • Direct responsibility for $100 million annual transportation expenditures, 3 direct reports and logistics activities at 17 manufacturing locations worldwide.
  • Managed $4.5MM annual operating cost center budgets and staff of 15 direct reports spread across the globe.
  • Mentored five direct reports into Director roles, and trained 28 consultants in six months.
  • Changed 75% of direct reports and 50% of indirect reports.
  • Lead and mentor PM team of 13 direct reports.
  • Managed Global Conferencing Network with Multiple Bridge Operation Centers composed of 5 direct reports and 40 indirect multi-national employees.

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14. Americas

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high Demand
Here's how Americas is used in Global Service Manager jobs:
  • Facilitated standardization of complaint management processes across the enterprise, focusing on the Americas and South American region.
  • Directed cross brand development and deployment of technology in the Americas and Asia; 100 accounts in 10 countries.
  • Developed training program to reinvent Americas sales team to focus on services and solutions vs. selling a commodity.
  • Managed strategic direction of projects and set standards for regional teams in Europe, Asia and Americas.
  • Managed the introduction and promotion of service products for Americas and EMEA services.
  • Report to Americas Head of Data Centers & Service Transition.
  • Developed Software Development Lifecycle and Change control procedures for the North Americas region.

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15. Business Requirements

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average Demand
Here's how Business Requirements is used in Global Service Manager jobs:
  • Developed custom services to align Dell service offerings with customer needs and business requirements.
  • Determined customer needs and recommended solutions aligned to account business requirements.
  • Provided impact analysis based on the specific business requirements.
  • Formulated Test plans from Business Requirements/Functional Specifications documents.
  • Provided strategic and tactical direction based on business requirements to deploy IT applications and tools on SAP and proprietary platforms.
  • Translated business requirements into R&D requirements.
  • Set a standard of SLAs that met both business requirements and technical feasibility.

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16. Cloud

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average Demand
Here's how Cloud is used in Global Service Manager jobs:
  • Negotiated hosting contracts and implemented outsourcing services with Private Cloud and Hosted Backup service providers.
  • Developed and deployed HP's first Managed Private Cloud 1.0 service product - 2010.
  • Developed application security process and controls for both cloud hosted and on-prem hosted applications.
  • Design solutions and develop roadmaps for services which enhance capabilities of digital workforce and move workloads to cloud.
  • Designed and Architected security for cloud hosted solutions (Azure) IAAS / PAAS.

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49 Cloud Jobs

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17. Telecom

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average Demand
Here's how Telecom is used in Global Service Manager jobs:
  • Monitored and reported production of over 300 customer care center employees providing ordering and billing services to telecommunication clients.
  • Implemented new telecommunication applications to support business ventures and improve employee productivity.
  • Project managed the installation of telecommunication solutions from simple to complex.
  • Project Manager for telecommunication industry for the AT&T to IBM outsource contract for MVS mainframe and Mid-Range Servers.
  • Manage companies that have 1 million dollars or more of the telecommunication network activities.
  • Provide customer care and sales support for voice and data telecommunications.
  • Managed annual telecommunication budget of $15M.
  • Reduced on-going expense of telecommunication service through global migration of legacy voice service to SIP trunking solution.
  • Published & socialized Telecommunication's Policy and Practices to assist with cost reduction efforts.
  • Serviced long-distance voice accounts for contractor of leading telecommunications provider.
  • Note: AT&T, Inc. acquired British Telecom, NA division responsible for Concert international telecommunication services in 2002.
  • Assembled the master inventory of all data circuits into a dynamic tool used buy Telecom Expense, Engineering and Operations teams
  • Managed project for upgrade of Aspect telecom switching, call routing systems, quality management, and workforce management.
  • Replaced Telecom Expense Management (TEM) provider.
  • Worked for different telecom companies e.g.
  • Supervised the predeployment training for project teams and subject matter experts assigned to global telecommunications installation projects.
  • Refurbished fan trays for telecommunications 2010-2011
  • Managed daily operations of technology and staff for Telecom, Helpdesk, Desktop groups.

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18. Business Development

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average Demand
Here's how Business Development is used in Global Service Manager jobs:
  • Managed regional services operations for Central North America including business development and delivery responsibility.
  • Coordinated and facilitated business development activities with all levels of client management.
  • Lead the business development effort for Y2K at Blue Cross, working closing with the business unit executive to provide services.
  • Led business development and sales efforts.
  • Performed as subject matter expert in support of business development and pre-sales initiatives for IBM account team.
  • Directed central regions health care vertical including out-tasking, managed services, and business development.
  • Identified to lead business development of largest account of Servigistics (services domain) after its acquisition by PTC.

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1 Business Development Jobs

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19. Business Units

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average Demand
Here's how Business Units is used in Global Service Manager jobs:
  • Plan and coordinate support activities and production environments across several business units.
  • Worked with business units to identify and mitigate technology weaknesses.
  • Implemented a Vendor Managed Inventory (VMI) Program for indirect consumables that supports the Research and Manufacturing business units.
  • Identified, implemented, tested, and maintained new technologies that addressed functional and technical problems for multiple business units.
  • Proposed Enterprise Information Architecture intranet portal model across divisions, functions, business units, and countries at Novartis.
  • Mentored and trained Account Executives internationally on Service Sales for multiple business units as the Services Expert.
  • Render strategic support to 4 separate business units, which include approximately 1400 international employees and affiliates.
  • Service Cost to business units based on consumption of service Worked with cross functional team to develop I.T.
  • Developed and collaborated with business units and reduced $5.1M un-reconciled expenses to $63k within six months.

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20. HR

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average Demand
Here's how HR is used in Global Service Manager jobs:
  • Partnered with Deployment on customer implementations through initial invoice analysis, configuration of application filters and cost coding requirements.
  • Provided comprehensive relocation advisory and consultancy services to expatriates, business unit managers and client HR contacts.
  • Collaborated with audit leadership and business partners enhancing global reporting tools and improved visibility through training.
  • Developed a customer-focused growth culture, resolving significant customer issues through win-win negotiated settlements.
  • Contributed to audit staff development through focused training and written performance evaluations.
  • Managed and grew revenue through relationship building, service upgrades, contract renewals, consulting, and sale of additional services.
  • Created three strategy for Contact Center, putting in place service levels, initiatives, marketing and tracking overall employee satisfaction.
  • Continue to monitor the order through completion to trouble shoot any issues that may occur.
  • Performed data analysis and correction of vendor reports through my custom build software.
  • Performed all HR functions for employees using workday and other internal tools.
  • Led a sales force to sell through distribution and direct.
  • Performed unit testing through SOLA/ integration testing.
  • Attended or hosted customer status calls throughout the lifecycle of a project and at various milestones through order completion.
  • Achieved service levels and scalabilities within cost guidelines through the introduction of cost effective solutions to service delivery.
  • Managed procurement of all hardware, software and services, from vendor selection through contract negotiations and onboarding.
  • Worked with Change Management through multiple regional CABs to identify high risk changes in an agile change environment.
  • Develop employees through one-on-one coaching's strategies, compliance rules, and career pathing.
  • Implemented new customer benchmarking and process improvement tools to improve human and process performance during construction through total plant lifecycle
  • Cabin Cleaning Cleaned inside of aircrafts Replenish supplies in bathrooms items and magazines and maintain inventories of supplies.
  • Lead teams through IBM onboarding as part of the Emptoris/Rivermine acquisition.

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21. Itil

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average Demand
Here's how Itil is used in Global Service Manager jobs:
  • Led day to day ITIL service/operations management and supplier management.
  • Established customer ITIL processes, improving operational effectiveness.
  • Achieved ITIL Foundation-level certification to enable more efficient management of IT systems and resources.
  • Lead the effort to move GXS to an ITIL based Service practice.
  • Orchestrated implementation of IT Service Management in line with COBIT/ITIL standards.
  • Implement uniform ITIL delivery procedures, e.g.
  • Enforced and monitored application of ITIL processes and contracted SLAs with multiple IT suppliers globally.

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22. Client Relationships

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Here's how Client Relationships is used in Global Service Manager jobs:
  • Identified potential cross-selling opportunities to enhance client relationships thereby increasing profitability.
  • Managed a portfolio of global client relationships and ensured clients were satisfied and well trained on the Citigroup products and services.
  • Conducted client visits with existing and prospective clients to enhance and develop client relationships.
  • Maintain and develop existing client relationships via key stake holders.

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23. Emea

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Here's how Emea is used in Global Service Manager jobs:
  • Worked collaboratively with German, Latin American, and EMEA product management ensuring globally effective offerings.
  • Created and delivered comprehensive Support Training of new Remote Support model to EMEA Level 2 techs in Budapest.
  • Expanded the original US/PR/Canada print contract to include EMEA, Latin America and Asia Pac.

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24. Product Offerings

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average Demand
Here's how Product Offerings is used in Global Service Manager jobs:
  • Provided a client-centric focus in long-term planning of revenue goals, new product offerings, and service updates.

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25. Service Levels

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average Demand
Here's how Service Levels is used in Global Service Manager jobs:
  • Manage associated service providers and ensure they meet all contractual obligations and service levels.
  • Negotiated new vendor agreements reducing costs by 25% and improving service levels.
  • Acted as coordination point for any temporary changes to service levels required.
  • Initiated any actions required to maintain or improve service levels.

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26. Incident Management

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average Demand
Here's how Incident Management is used in Global Service Manager jobs:
  • Service Availability Manager Scope includes Problem Management, Incident Management, Root Cause Analysis preparation, and client presentation.
  • Process Manager for all processes excepting Incident Management.
  • Monitored, along with Service Desk manager, the effectiveness of Incident Management and made recommendations for improvement.
  • Lead the Incident Management Process in the five Newmont regions.
  • change management, incident management, problem management, and release management..
  • Service Desk, Desktop Support, Incident Management) Manager Application Development and Enabling Services

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27. Sigma

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average Demand
Here's how Sigma is used in Global Service Manager jobs:
  • Supported the Program Initiatives by using SSCP (Six Sigma Change Process).
  • Reduced cycle times for sigma projects by greater than 20%.
  • Achieved Six Sigma certification for leading analysis which quantified customer-specific pay patterns allowing accelerated offshoring without increases in key management metrics.
  • Total headcount 100+ Six Sigma Yellow Belt.

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28. Account Management

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average Demand
Here's how Account Management is used in Global Service Manager jobs:
  • Managed Account Management activities in 8 countries, including business development and account management activities for key international accounts.
  • Provided account management in the form of being a single point of contact with my customer.
  • Manage cost including annual DOU as appropriate between service delivery and the senior account management.
  • Traveled nationally (30-50%) in support of business development and account management opportunities.
  • Improved account management by 25% in first thirty days of implementing software.
  • Project managed integrating account management deliverables into highly profitable international service solutions.
  • Improved account management best practices by creating presales methodology to improve efficiencies.
  • Maintained and Managed Low Speed Data Network accounts Big Dawg Account Management T1.5 and T1.5 M24 Frame Relay Data Circuit.

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29. UK

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average Demand
Here's how UK is used in Global Service Manager jobs:
  • Involved extensive travel to Europe and training of associates from Ireland, UK, Belgium, Poland and India.
  • Managed global staff in US, UK, SGP in a 24x7 support environment.
  • Acted as customer liaison for UK-based hardware and development engineers.
  • Led a team of 30 service management professionals located in the US, UK, Singapore, Hong Kong and Australia.
  • Apply for Certificate of Coverage (CoC) for employees working in the UK and Australia Process invoices and expense reports

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30. Customer Base

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low Demand
Here's how Customer Base is used in Global Service Manager jobs:
  • Directed both strategic and direct customer funded support for both applications and service of regional and international customer base.
  • Provided brand value by educating customer base on relevant industry news and upcoming trade topics that may impact their business.
  • Led multiple mobility roll outs for mobile devices and wireless devices both internally and externally within our customer base.
  • Recreated Level 2 support team and developed new escalation model to better service and support customer base.
  • Resolved escalation issues to ensure retention of customer base.
  • Assist with CheckPoint (NT) firewall rule Maintenance for external customer base.

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31. Internet

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low Demand
Here's how Internet is used in Global Service Manager jobs:
  • Led sales for team by establishing executive relationship and driving outstanding financial results for Internet equipment and services provider.
  • Project managed and created a worldwide Internet billing automation to support the consolidation of BP and Amoco Company owned facilities.
  • Promoted to a newly acquired division of IBM - Internet Securities in 2009 in new division.
  • Summarized the investment trends, including internet usage, of individual and household ownership of mutual funds and ETFs.

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32. ISO

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low Demand
Here's how ISO is used in Global Service Manager jobs:
  • Attend and participate in national/regional trade shows and advisory councils as required.
  • Established critical dates, identified and overcame obstacles to successful fulfillment, reported to client and AT&T supervisory personnel.
  • Act as a liaison between customer and product team in the strategic direction, design of product and release planning.
  • Produced reports detailing the actual cost, quality and delivery of service in comparison to defined benchmarks and expectations.
  • Designed ISO 9000-based audits and negotiation strategies that cut overall costs by 8% in 2003.
  • Act as consultant / liaison between equipment vendors, technicians and local exchange carriers.
  • Managed a team of 11 associates and one supervisor in Leeds, England.
  • Participated on WSSG Service Board as liaison between customers and Wireless management.
  • Maintained ISO 9002 certification for the sites call and support groups.
  • Served as a liaison among parties.
  • Worked as a liaison for Merck's business partners (Microsoft, HP, and Oracle) and Merck IT.
  • Acted as a liaison between AT&T customers, AT&T accounts teams as well as production.
  • Lead and ensure ISO 9001 & 17025 audit readiness.
  • Build strong, strategic relationships both internally and within the client organization and serve as a trusted advisor.
  • Service Supervisor, NMR Service Engineer, NMR Sold and issued service contracts up to $100k.
  • Assist customers in their global expansion by facilitating new country inception and providing them with advisory services.
  • Adhered to the exact content and rollout plan for the release through liaison with Change Management.
  • Acted as a liaison between the IT department and other segments of the business.
  • Project: Wealth Management- investment trends study for a major investment advisor.
  • Ensured all sites where in compliant with all regulations FDA, ISO, cGMP OSHA standards.

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2 ISO Jobs

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33. SOX

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low Demand
Here's how SOX is used in Global Service Manager jobs:
  • Managed the clearing of all SOX Remediation Log items in advance of deadline.

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34. Contract Negotiations

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low Demand
Here's how Contract Negotiations is used in Global Service Manager jobs:
  • Managed department budget, established / leveraged vendor relationships to optimize contract negotiations.
  • Lead contract negotiations to create win-win solutions in partnership with vendors.

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1 Contract Negotiations Jobs

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35. Executive Management

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low Demand
Here's how Executive Management is used in Global Service Manager jobs:
  • Reported regularly to Extreme Networks executive management advising them on improvements and customer requirements.
  • Developed and presented key operational and performance metrics to executive management.
  • Work directly with customer executive management for strategic consulting and expansion.
  • Handled escalations from eBay Executive Management.
  • Provide and present weekly project reporting to CTI senior and executive management.

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36. RFP

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low Demand
Here's how RFP is used in Global Service Manager jobs:
  • Reduced year-over-year budget 5% through annual contract negotiations, cost-reduction projects, publication of global RFP and monthly vendor reviews.
  • Spearheaded the response to over 15 complex RFP's with values of $20M-$60M per opportunity.
  • Lead an RFP evaluation team for a relocation services contract with a three year spend of $100MM.
  • Lead cross-functional teams to respond to RFP's and create world class customer proposals.
  • Lead RFP process to identify and hire lead advertising agency.
  • Demonstrated leadership and creativity in developing service solutions to Request for Proposals (RFPs) to successfully win bids.
  • Support the development of proposals for government RFI/RFPs, in line with corporate objectives.
  • Prepared requests for proposals (RFPs) and requests for quotes (RFQs) from suppliers.

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37. CRM

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low Demand
Here's how CRM is used in Global Service Manager jobs:
  • Designed and implemented proprietary CRM and in house database to track and report on all functions of operations and sales cycles.
  • Manage to a quarterly/annual area budget while assessing and tracking ROI/pipeline metrics utilizing CRM and other internal tools.
  • Assisted business operations utilize and improve efficiency using Peoplesoft CRM.
  • Lead member of Seibel CRM SFA implementation team to size and design infrastructure requirements.

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38. Sharepoint

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low Demand
Here's how Sharepoint is used in Global Service Manager jobs:
  • Developed, designed and implemented EGS - Strategy SharePoint Site while maintaining the Wells Fargo Communications Universal Requirements.
  • Created troubleshooting SharePoint site providing a self-service portal for solutions to common errors experienced with audit software.
  • Content Management: SharePoint 2010, Taxonomy Management: Synaptica 7.1

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39. New Services

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low Demand
Here's how New Services is used in Global Service Manager jobs:
  • Launched new services offerings in the areas of IP Voice, Wireless, Storage, & Security.
  • Commercialized new services to all 75K knowledge workers.
  • Review customer billing on new services.

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40. Service Contracts

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low Demand
Here's how Service Contracts is used in Global Service Manager jobs:
  • Updated registrations and verification of service contracts.
  • Established and managed a Customer Support department, including department policies, procedures, manuals, spare parts and service contracts.
  • Averaged six on-time, multi-year service contracts / leasing renewals each year, overcoming lengthy negotiation cycles.

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41. SQL

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low Demand
Here's how SQL is used in Global Service Manager jobs:
  • Developed MySQL portal, project completion criteria and financial controls and relocation schedules.
  • Managed development of MySQL document portal containing project artifacts and task schedules.
  • Administrated MySQL asset management database.
  • Managed Active Directory, Backup / Recovery, Anti-Virus, Windows Patching, and SQL Services.
  • Verified Data in database by using SQL queries.
  • Automated data transfer to SQL databases.
  • Performed adhoc SQL queries to provide reporting on project progress.
  • Implement SQL database configurations on Wintel virtualized servers.

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42. KPI

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low Demand
Here's how KPI is used in Global Service Manager jobs:
  • Instituted KPI reporting, quarterly customer reviews, and proactive customer relations, including on-site customer visits in Europe.
  • Introduce monthly metrics to executive team to establish overall service management health and schedule training curriculum to enforce KPIs.
  • Reported daily KPIs to District Managers.
  • Establish and track on SLAs/KPIs for internal and client teams.
  • Created business analytics to measure KPIs and manage business performance.

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43. PMO

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low Demand
Here's how PMO is used in Global Service Manager jobs:
  • Put together a PMO Office to handle MasterCard's first post-IPO acquisition of a major player in credit.
  • Managed centralized Project Management Office (PMO) to oversee delivery of over 200 global projects.
  • Developed a robust PMO framework and managed the responsibilities for the SunGard project team.
  • Own all PMO, operational and tactical issues related to database, e.g.
  • Recreated new global PMO environment, as lesion between IT and business.

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44. Status Reports

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low Demand
Here's how Status Reports is used in Global Service Manager jobs:
  • Developed and delivered WBS estimates, schedules, budgets, resource plans and executive dashboard project status reports.
  • Provided and presented project status reports, scorecards and road map to CEO and executive mgmt.

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45. Strategic Plan

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low Demand
Here's how Strategic Plan is used in Global Service Manager jobs:
  • Develop strategic plans for staffing and budgetary allocation, utilizing call volume forecasts and analysis of performance levels and service needs.
  • Managed all aspects of financial control functions including strategic planing, annual budgeting, risk management, and financial compliance.
  • Resolved a variety of engineering issues, and implemented strategic planning to coordinate the successful delivery of web services.
  • Partner with the Client and EDS' Engineering COE to develop strategic plans to respond to emerging business drivers.

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2 Strategic Plan Jobs

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46. Global Customers

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low Demand
Here's how Global Customers is used in Global Service Manager jobs:
  • Lead and support multiple concurrent business development implementations and support global customers in driving and establishing project framework and processes.
  • Implemented Data Services with emphasis on Frame Relay, SINA, Accu-Ring (SONET) and MPLS for Multinational Global customers.
  • Helped architect a flexible data center support solution that was procured by over 100 major global customers.
  • Conveyed insightful metrics to accounts to help optimize their service experiences in relation to other global customers.
  • Project Manager (Global Customers) responsible for post-sale activities as provided under contract.
  • Served as a Project manager for Due Diligence activities and processes for global customers.
  • Design and implementation of special circuits for AT&T Global customers.
  • Managed global customers totaling $160M in annual revenue.
  • Managed all voice and data projects for global customers
  • Orchestrated productive relationships between global customers and Lenovo sales and services teams.
  • Developed and managed service projects for largest global customers Promoted to leadership role for service operations as SAM Lead for Industrial accounts

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47. SME

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low Demand
Here's how SME is used in Global Service Manager jobs:
  • Provide regulatory assessment, compliance strategy and program implementation support on international regulatory requirements such as WEEE, RoHS and REACH.
  • Developed project plans, coordinate serviceability assessments and warranty direction to benefit field repair actions.
  • Developed new cosmetic repair standards and empowered repair technicians to make cost based decisions.
  • Worked on Risk assessment and finalization of technical specifications.
  • Cloud systems security assessments and engineering.
  • Created assessment tool for client to rank migration options and also establish the role sequence to on- board outsource partners.
  • Act as a technical lead as well as an SME for all technical related matters.
  • Provided performance assessment, development, and consistent review of staff.
  • Lead project assessments, presented management plans, intervene as required.
  • Reviewed supplier metrics and published assessments for IS senior management.
  • Protected 60,000 employees through a global country-specific risk assessment system.
  • Worked independently in a matrixed environment to gain consensus among internal stakeholders and SMEs.

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48. QA

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low Demand
Here's how QA is used in Global Service Manager jobs:
  • Secured technical resources for commercial Co-location engagements (Qantas, Cathay Pacific, TSMC, and DBS Bank).

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49. IP

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low Demand
Here's how IP is used in Global Service Manager jobs:
  • Implemented globally integrated Oracle-based field service system, permitting implementation of disciplined global processes and facilitating labor and parts usage management.
  • Partnered with team members to focus on customer engagement, relationship management, and customer satisfaction.
  • Developed key relationships with executives and provided product team with customer feedback on product improvements.
  • Educated and instilled sales discipline in a globally and culturally diverse international sales force.
  • Negotiated pricing and margins on in-house and external relationships.
  • Develop relationships, project overviews, expectations.
  • Participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
  • Developed close working relationships with the Partners to effectively work together in solving theirs and their End User issues.
  • Worked closely with outside sales, independent agents, and vendors to create cost effective solutions for installed equipment.
  • Managed and resolved issues resulting from multiple billing and installation systems for client-base generating $30 million annually.
  • Developed and maintained positive relationship with customers to ensure their satisfaction with the account's handling.
  • Developed process flow for ordering and implementation of ATM, Frame Relay and IP services.
  • Created solid, successful succession plan for continual successful leadership of IT team in Richmond.
  • Participate in recruitment activities of Field Service Technicians to include interview, selection and hire.
  • Enhanced relationships with Network Operations, Operations Center, Development Teams and Service Engineering Teams.
  • Managed Budget including Capital Expenditures of over $8M in multiple locations.
  • Utilize multiple tools to support incidents.
  • Directed central regions alliance partner relationships, including out-tasking, managed services, and business development.
  • Managed multiple complex large scale projects simultaneously within a given budget and timeframe.
  • Delivered strategic service management and end-to-end customer service relationship for multi-national accounts across Vodafone.

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50. Saas

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low Demand
Here's how Saas is used in Global Service Manager jobs:
  • Designed and implemented human resource software SaaS applications.

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Global Service Manager Jobs

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20 Most Common Skills For A Global Service Manager

Service Delivery

16.3%

Financial Performance

10.6%

Customer Service

8.0%

Infrastructure

7.2%

Project Management

7.1%

Process Improvement

5.9%

Technical Support

5.3%

SLA

5.2%

Key Performance Indicators

4.2%

Revenue Growth

3.7%

Professional Services

3.2%

Level Agreements

2.8%

Direct Reports

2.8%

Americas

2.7%

Business Requirements

2.7%

Cloud

2.6%

Telecom

2.6%

Business Development

2.5%

Business Units

2.4%

HR

2.3%
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Typical Skill-Sets Required For A Global Service Manager

Rank Skill
1 Service Delivery 11.1%
2 Financial Performance 7.2%
3 Customer Service 5.4%
4 Infrastructure 4.9%
5 Project Management 4.8%
6 Process Improvement 4.0%
7 Technical Support 3.6%
8 SLA 3.5%
9 Key Performance Indicators 2.9%
10 Revenue Growth 2.5%
11 Professional Services 2.2%
12 Level Agreements 1.9%
13 Direct Reports 1.9%
14 Americas 1.9%
15 Business Requirements 1.9%
16 Cloud 1.8%
17 Telecom 1.7%
18 Business Development 1.7%
19 Business Units 1.6%
20 HR 1.6%
21 Itil 1.5%
22 Client Relationships 1.5%
23 Emea 1.4%
24 Product Offerings 1.4%
25 Service Levels 1.4%
26 Incident Management 1.3%
27 Sigma 1.3%
28 Account Management 1.2%
29 UK 1.2%
30 Customer Base 1.2%
31 Internet 1.1%
32 ISO 1.1%
33 SOX 1.1%
34 Contract Negotiations 1.1%
35 Executive Management 1.1%
36 RFP 1.0%
37 CRM 1.0%
38 Sharepoint 1.0%
39 New Services 1.0%
40 Service Contracts 1.0%
41 SQL 0.9%
42 KPI 0.9%
43 PMO 0.8%
44 Status Reports 0.8%
45 Strategic Plan 0.8%
46 Global Customers 0.8%
47 SME 0.7%
48 QA 0.7%
49 IP 0.7%
50 Saas 0.7%
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19,518 Global Service Manager Jobs

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