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Top 50 Senior Service Manager Skills

Below we've compiled a list of the most important skills for a Senior Service Manager. We ranked the top skills based on the percentage of Senior Service Manager resumes they appeared on. For example, 8.5% of Senior Service Manager resumes contained Financial Services as a skill. Let's find out what skills a Senior Service Manager actually needs in order to be successful in the workplace.

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

1. Financial Services

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high Demand
Here's how Financial Services is used in Senior Service Manager jobs:
  • Coordinated integrated delivery with regional subject matter specialists in the market verticals of Industrial Manufacturing, Pharmaceuticals, and Financial Services.
  • Provided advisory services to global financial services firms and a government sponsored enterprise.
  • Facilitate relationships between Financial Services and other departments within Ingram Micro.
  • Provided financial services and lead generation expertise for company.
  • Managed disputes and investigative assignments for clients in banking, manufacturing, educational, and financial services industries.
  • Key clients primarily includes Fortune 50 financial services clients regulated by the OCC, Federal Reserve and CFPB.
  • Led the solution development efforts for the Financial Services practice.
  • Managed successful Department of Corporations audit for Financial Services Division and assisted with companywide client audit.
  • Managed a team involved in the development of a centralized fraud office for a major financial services client.
  • Awarded with Certificate of Commendation for outstanding client services by a Fortune 50 financial services client.
  • Planned and completed pre SAS 70 reviews for financial services, retail and a government entity.
  • Served and managed Deloitte & Touche's premier "Global Strategic Clients" across non-financial services.

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19 Financial Services Jobs

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2. Customer Service

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high Demand
Here's how Customer Service is used in Senior Service Manager jobs:
  • Maintain a culture/work environment that is customer service and process improvement focused.
  • Managed customer service and marketing of Privileged Assets Annuity product.
  • Sustained strong customer service performance and a management focused relationship.
  • Managed internal/external customer service requests with precision and professionalism.
  • Managed the Customer Service Technical Training organization.
  • Validate customer service orders technical specifications.
  • Started in an entry-level position and advanced to manage Cashiering, Escrow, Investor Accounting and Customer Service.
  • Managed export customer service (order management) function for $116 million/year for major paper manufacturer.
  • Managed customer service programs to maintain high standard service for bank customers and meet client requirements.
  • Documented, and championed all processes and procedures in customer service organization to pass ISO-9001 accreditation.
  • Project managed and provided customer service for artist fan communities, websites and ticketing platforms.
  • Provided good customer service by addressing clients needs as outlined in their lease/rental agreements.
  • Achieved outstanding ratings in customer service, schedule adherence, and job knowledge.
  • Maintained excellent standards of customer service to increase guest satisfaction and loyalty.
  • Served as regional customer service manager for a 30 person technical team.
  • Provided clients with financial, marketing, customer service and product reporting.
  • Assisted sales team with sales & customer service issues.
  • Recruited and trained staff to increase profits by implementing suggestive selling techniques while enhancing customer service.
  • Lead for customer service escalations for loan officers, Subservicer, and investors.
  • Managed both Service Inventory planning and Technical Training for Pitney Bowes DMT Customer Service organization.

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3 Customer Service Jobs

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3. Ensure Compliance

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high Demand
Here's how Ensure Compliance is used in Senior Service Manager jobs:
  • Facilitate and ensure compliance with State Government regulated New Employee Orientation requirements.
  • Perform property and maintenance inspections to ensure compliance with company policy.
  • Directed and monitored operations to ensure compliance with Joint Commission standards.
  • Implement safety and emergency plans to ensure compliance with OSHA and local and state Fire Department standards.
  • Performed internal and external quality reviews of audit engagements to ensure compliance with GAAS.
  • Conduct dorm and facility inspection as necessary to ensure compliance.
  • Monitor clients daily and ensure compliance with funder/facility code of conduct as it pertains to the rules and regulations.
  • Liaised with General Counsel's office to ensure compliance with Amex policies.

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3 Ensure Compliance Jobs

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4. Service Delivery

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high Demand
Here's how Service Delivery is used in Senior Service Manager jobs:
  • Facilitated daily cross-project communications between business and International Carriers to improve relations, international network performance, and service delivery.
  • Work closely with all service delivery teams within Verizon to ensure that effective delivery strategies are communicated throughout the organization.
  • Worked with internal resources and the customer's organization to ensure consistent service delivery that exceeded customer expectations.
  • Identify potential gaps or shortfalls before they impact service delivery and implement appropriate work-around solutions.
  • Service delivery follows-up on service activation and ensures customer satisfaction with the service provided.
  • Perform risk mitigation to ensure minimal impact to service delivery and milestone execution.
  • Shape company policy to improve service delivery and increase client satisfaction.
  • Directed U.S. long distance service delivery operations.
  • Managed, coached, trained and oversaw a team of five service delivery managers in Asia-Pacific, Europe and North America.
  • Improved operations in the broadband provisioning team providing end-to-end service delivery of Sprint's wire-line product portfolio including IP/MPLS/GMPLS networks.
  • Work with International Carriers on a daily basis to improve relations, network performance, and service delivery.
  • Build and develop that relationship between the WFM, Service Delivery, and Human Capital team.
  • Manage a $19.5 million service delivery program for Sun's IT Operations global data centers.
  • Directed sales and service delivery focused on the Securities Industry, specializing in Asset Management.
  • Provide the strategic design for service delivery to over 200 acquiring and issuing processors.
  • Implemented support and service delivery strategies to meet all new product release requirements.
  • Managed a team of associates to achieve client service delivery objectives.
  • Overhauled and directed service delivery methodologies; increased the revenue by.
  • Provide financial reporting and planning of reengineering for Service Delivery organization.
  • Leveraged Global Service Delivery model to achieve cost efficiencies.

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7 Service Delivery Jobs

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5. Strategic Plan

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high Demand
Here's how Strategic Plan is used in Senior Service Manager jobs:
  • Developed departmental performance objectives, and designed departmental dashboard to monitor performance of multiple locations in support of agency strategic plan.
  • Formulated and developed long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communications technologies.
  • Excelled at staffing quality talent, strategic planning, operational execution, process establishment/improvement, relationship/team building.
  • Developed market strategies, delivering against strategic plans and executing digital marketing campaigns on behalf of Fortune 500 clients.
  • Created a strategic plan for mobile department based on industry trends, marketing needs, and industry best practices.
  • Collaborated with leadership group on evaluation of operations, strategic plan, and BI standards and best practices.
  • Identified events and sponsorship opportunities that directly aligned with the strategic planning goals of the brand.
  • Created, executed, and oversaw the strategic plan for the Mobile and Web Services department.
  • Partnered with stakeholders and upper management on client escalations, strategic planning, and business challenges.
  • Conducted strategic planning that evaluated the nature of the marketplace, client needs and service capabilities.
  • Managed $10 million in investments and developed BI strategic plans for team.
  • Reviewed projects to be implemented and developed goals to accomplish company strategic plan.
  • Participate and assist in program assessment, strategic planning and goal setting.
  • Developed and rolled out annual operating plan and 5 year commodity strategic plan template for Indirect Materials and Services organization.
  • Provided strategic planning, reengineering and program management to Fortune 500 clients within financial services, retail and private banking.
  • Managed IS projects, including defining requirements, allocating resources, strategic planning, ensuring timelines and objectives are met.
  • Led the strategic planning and design of the digital activation calendar plans for some of the top 50 brands.
  • Lead strategic planning sessions to convert client's vision and strategies into a roadmap of actionable programs and projects.
  • Served as single point of contact regarding all program management and strategic planning between the client and Convergys.
  • Managed strategic planning efforts to support growth and revenue objectives across the travel services sector.

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6. Client Relationships

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high Demand
Here's how Client Relationships is used in Senior Service Manager jobs:
  • Established and enhanced client relationships resulting in increased repeat business and secured an exclusive contract for a large pharmaceutical client
  • Facilitated interviews and the selection process; delivered to client's hiring requirements and developed long-term client relationships.
  • Led sales activities and client relationships while managing program responsibilities and solution delivery across verticals.
  • Solved customer service concerns and improved client relationships to maximize corporate reputation and revenues.
  • Developed client relationships with a goal of fostering long-term business development opportunities.
  • Performed Client relationships by utilizing experience and dedication to excellent Client Care.
  • Attract and generate additional financing opportunities and maintain professional client relationships.
  • Lead sales presentations/meetings to cultivate and obtain client relationships.
  • Lead business development activities and maintain key client relationships.
  • Identified new opportunities for related services to help accelerate growth of client relationships, profitability, campaign performance and company growth.
  • Provided strong coaching, hands-on direction and feedback to subordinates as needed to improve performance and build strong client relationships.
  • Demonstrated skills in developing and improving client relationships, as a resource for most client and prospect meetings.
  • Managed and grew client relationships with 35+ large to mid-size financial institutions.
  • Owned over 15 client relationships including company's highest revenue generating account.
  • Managed overall client relationships to control costs and ensure contract compliance.
  • Supported clinical client leaders in developing, and maintaining client relationships.
  • Complete responsibility for vendor selection, external client relationships, contract negotiation and administration of service level agreements and maintenace contracts.
  • Developed strong client relationships and maintained a reputation for delivering excellent customer service.
  • Manage client relationships with senior leadership (C-Level and SVPs) !
  • Managed EY s account-centric growth, strategy and critical client relationships.

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29 Client Relationships Jobs

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7. Project Management

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high Demand
Here's how Project Management is used in Senior Service Manager jobs:
  • Deliver presentations to potential customers outlining service, process, and project management methodology and processing requirements.
  • Utilized Project Management Methodologies with Critical Path Method techniques for scheduling and resource alignment.
  • Developed system management guideline in compliance with global common methodology for project management.
  • Represented IT in cross-functional team to select enterprise project management solution.
  • Manage Global Data Network projects using Project Management Processes.
  • Project Management for the different projects developed.
  • Improved utilization 38% by revamping resourcing model, cross-training and driving agile project management model based on data-driven risk assessment.
  • Project Management skills - Managed multiple large scale complex projects with a minimum of ONE million dollar plus budgets.
  • Partnered with Project Management teams to ensure processes were followed while still allowing for the on-time delivery of projects.
  • Led a team of 32 change management and project management professionals while managing budgets greater than $30 million.
  • Directed a staff of 5 Financial System Consultants in all phases of financial system support and Project Management.
  • Created and ran Project Management Office for $182MM BAU Portfolio during the MBNA and BAC merger.
  • Practice excellent project management and life cycle skills for all types and sizes of projects.
  • Project Management for a 30 property portfolio on a day to day basis.
  • Project Management for coaching, training, process documentation, and procedure improvement.
  • Coordinated all phases of project management across client businesses.
  • Pioneered and instituted corporate IT project management model.
  • Provided project management assistance; recognized as a key resource crucial to the success of transformational and technology refresh projects.
  • Executed strong project management practices (e.g.
  • Led subcontract claims management and worked closely with Chevron Project Management to support Chevron's Ariba eProcurement system.

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35 Project Management Jobs

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8. Audit Procedures

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high Demand
Here's how Audit Procedures is used in Senior Service Manager jobs:
  • Served as instructor and trained junior staff on audit procedures, new software and tools.
  • Adhered toRBC Bank's security and audit procedures.

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9. Infrastructure

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high Demand
Here's how Infrastructure is used in Senior Service Manager jobs:
  • Positioned as a relationship manager between infrastructure groups, development groups, project managers, and business stakeholders.
  • Established workplace programs, implemented asset maintenance and compliance programs, and coordinate facility and infrastructure projects.
  • Managed Oracle Applications, Infrastructure and Database Management in Implementation and managed services contracts.
  • Developed initiative spanning global infrastructure, process equipment, and diagnostic tool industries businesses.
  • Designed and implemented major infrastructure change from Macintosh to Windows based servers and workstations.
  • Performed outsource CIO services for full internet/marketing ecosystem and internal infrastructure design.
  • Spearheaded five-hour infrastructure relocation project with minimal business and service interruptions.
  • Managed expense budgets, accurate forecasting, and infrastructure capital planning.
  • Led a team that delivered FlexPod converged infrastructure for Enterprise Rent-A-Car
  • Oversee design and architecture of infrastructure technology.
  • Work closely with application developers to ensure the trends and direction for business functions in relations with the LAN infrastructure.
  • Managed the global operations team to support email infrastructure in Cloud Services for all customers in 7 global data centers
  • Managed infrastructure design and support teams consisting of 8 desktop engineering and 25 daily support operations employees / contractors.
  • Coordinate with other customer support, operations, and infrastructure teams to provide a seamless customer escalation process.
  • Ensured the smooth integration of developed solutions, services, and processes with customers' existing IT infrastructures.
  • Provide a mentoring role and facilitator of open discussions between Infrastructure, Developers and PMO groups.
  • Commanded $8 million annual operating budget and all aspects of company Internet, Extranet, and Intranet Infrastructure and Applications.
  • Coordinate infrastructure resources to ensure compliance of Merrill IT standards and completion of key project deliverables.
  • Re-engineered IT Finance - Infrastructure/Operations charge back process and HP ITSM Change system.
  • Manage vender contracts for data center infrastructure.

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8 Infrastructure Jobs

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10. Process Improvement

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high Demand
Here's how Process Improvement is used in Senior Service Manager jobs:
  • Boosted customer satisfaction with managed services teams and communication with Managed Services support personnel through leadership of consistent process improvement initiatives.
  • Risk Remediation - Conducted focused process improvement projects to increase the efficiency and effectiveness of departmental processes and controls.
  • Led process improvement of divisional Intranet site by updating features and functionality for faster process execution.
  • Coordinated large-scale process improvement initiatives and large-budget projects spanning entire Managed Services operations.
  • Managed and supported growth planning, process improvement initiatives.
  • Led process improvement / business transformation projects.
  • Recommend and implement process improvements.
  • Directed the activities required to develop and support information systems and process improvements for store point of sale and replenishment initiatives.
  • Process improvements drove a staffing reduction of 9 FTE's who were reallocated 20% to new improvement initiatives.
  • Increased monthly service revenue by 8% over a 3 month period through process improvement and accountability.
  • Improved processes and procedures using Continual Process Improvement methodologies including Six Sigma DMAIC and FMEA.
  • Manage and mentor team on a variety of process improvement projects and revenue assurance.
  • Conducted Process Improvements to Secure Prompt and Regular Receipts for the Organization.
  • Served as the process improvement team leader.
  • Minimized escalations to lowest percentage of all global offices by focusing on continual process improvement and case management best practices.
  • Owned the variable compensation assignment process for the region while focusing on process improvements and increased controllership.
  • Seek opportunities to add process improvement and workflow, work with process owners to add efficiency.
  • Mentor peers on process improvement opportunities, internal policies, best practices and employee situations.
  • Process improvement design and deployment Program management support for the senior leadership team Change management and employee engagement
  • Drive continual process improvements to remove waste, utilizing Kaizen lean events as the catalyst.

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1 Process Improvement Jobs

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11. Oversight

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high Demand
Here's how Oversight is used in Senior Service Manager jobs:
  • Provided compliance and risk reduction oversight of business activities, developing and implementing audit and compliance procedures as required.
  • Provided strategic management oversight to make improvements in business competency, relationships, and process enhancements by eliminating waste.
  • Provided oversight on client-specific projects; managed day-to-day responsibilities of Client Service Managers.
  • Unified global project oversight, and initiated improved operational checks and balances.
  • Consulted team on the procedure development for nuclear supplemental work force oversight which resulted in a formalized process being implemented.
  • Provided technical advice and oversight for the development of FSA's Continuity of Operations and Occupant Emergency Plans.
  • Provided executive level sponsorship and project oversight for the largest litigation ever recorded (at that time).
  • Managed full-time and part-time Publication Services Representatives along with oversight of multiple accounts up to 20 million dollars.
  • Function: Daily oversight of key accounts and consultants associated with the West Region of Lotus Professional Services.
  • Manage, review, and provide oversight of technical issues in assigned work streams and/or projects.
  • Provide high-level oversight of Project Related such as Dashboard items.
  • Project oversight for ATA accreditation, obtained first accreditation for consumer telehealth.
  • Provided administrative and programmatic oversight to two adult day services programs.
  • Advanced through a series of promotions, culminating in oversight of the division s Category Management department and 3-member analytical team.
  • Key Accomplishments: Provided oversight and analysis of the TVA government Maintenance and Modification multi-year contract valued at $970 million.
  • Provide oversight, management and leadership to student services managers, academic advisors, and student services coordinators.
  • Provided program management oversight to Nextel's network deployment activities of voice, data and signaling products.
  • Provided onsite training and oversight at conventions, conferences, and trade shows.
  • Provide knowledge, direction and oversight of deliverables.
  • Hold additional and concurrent responsibility for providing strategic operational oversight of a global desktop virtualization team and a Citrix engineering team.

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12. Business Units

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high Demand
Here's how Business Units is used in Senior Service Manager jobs:
  • Provide leadership and direction for a nationally recognized award-winning creative team advancing brand and marketing initiatives for Cox Automotive business units.
  • Manage on-time, on-target projects defining customer requirements, implementing solutions, and providing application support for individual business units.
  • Assisted clients with acquisitions, mergers and divestitures of business units, structuring of acquisition agreements and post-merger integration efforts.
  • Reviewed and revised contract proposals and modeled alternate scenarios including cost allocation among business units.
  • Interfaced between all business units to promote the best practices in standardized pricing/valuation methodology.
  • Interfaced between all business units to promote the acceptance of the standardized pricing/valuation methodology.
  • Utilized Cisco adaptive appliances to standardize network security across all business units.
  • Act as the liaison between Service Desk, Business Units, and Technical support staff in the event of service outages.
  • Team mapped 'as is' key business process across business units to identify root causes and gaps.
  • Partner with business units strategically to ensure that our services remain consistent with business needs.
  • Work collaboratively with Sales and Business Units to increase business growth and gain market share.
  • Prepared tax accruals & cost projections for the expatriate population/budgeting for the business units.
  • Manage and develop staff to ensure superior support to the business units.
  • Served as internal technology consultant and IT liaison to business units.
  • Added new Business Units in to ERP application from various acquisitions.
  • Gathered user requirements and forecasted future needs of business units to set PC purchasing and supply strategies.

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4 Business Units Jobs

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13. Technical Support

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high Demand
Here's how Technical Support is used in Senior Service Manager jobs:
  • Maintained direct reporting responsibility for a team of 6 domestic and offshore technical analysts to support client engagements and technical support.
  • Assured smooth integration of geographically dispersed technical support resources to central location through development of effective processes and procedures.
  • Served in roles as Technical Support Engineer, Technical Support Manager and Senior Manager-Technical Solutions Center.
  • Defined processes and procedures for handling technical support and escalation as well as defined success-factor metrics.
  • Provided technical support, and client relationship management to ensure optimal customer service.
  • Created Technical Support department metrics and enhanced service and support offerings.
  • Provided technical support on clinical and reproductive nutrition.
  • Provided technical support and subject matter expertise to internal customers and in the development of new product offerings and services.
  • Developed cross function job exchange program between Technical Support and Operations as well as UK based support staff.
  • Partnered with HP to improve overall service delivery and performance to core technical support metrics.
  • Established and built Technical Support team for Intuit's newest product, Quicken Health.
  • Provide technical support for day to day technical problems being faced by end users.
  • Provide technical support, deployment, hosting, and operations services to businesses.
  • Created policies and procedures for Technical Support, ensuring calls are managed properly.
  • Consult with Operations on effective technical support processes, staffing, and scorecards.
  • Worked with Engineering, Software and Technical Support departments.
  • Provide direction/guidance of practice management software, hardware and technical support analysts Prepare Financial Reporting, Budget Assumptions and Capital Appropriations
  • Expanded SOMA s technical support footprint worldwide, through partnerships with local agents, system integrators, and distribution partners.
  • Group Team Leader and Trainer Managed the direct supervision of eighteen skilled call center technical support technicians.
  • Supervised a team of 3 op eration managers and 44 technical support engineers.

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14. Professional Services

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high Demand
Here's how Professional Services is used in Senior Service Manager jobs:
  • Delivered value through professional services, managing clients effectively, building & nurturing relationships and driving satisfaction.
  • Led transformation of security services portfolio for growing unit of Professional Services division.
  • Opened new market as vital collaborator in professional services group development.
  • Assessed all Professional Services development commitments.
  • Identified appropriate resources in Sun's various internal units (product engineering, products management, and professional services).
  • Manage international data networking and voice systems professional services organization * Align team objectives with sales and marketing goals.
  • Led the strategy, coordination and execution of all marketing programs across both Support and Professional Services portfolios.
  • Directed business strategy for the professional services business unit while supervising the unit's 10-member team.
  • Managed a global team of 30 Field Service Engineers, providing Professional Services and Engineering support.
  • Crafted premium professional services and standard professional service offerings still in use in 2014.
  • Managed a technical and service delivery team for EMC's Mid-Atlantic Professional Services Practice.
  • Served as mentor and guide to staff within Professional Services.
  • Orchestrated launch and integration of multi-vendor professional services and network management solutions to Fortune 500 companies.
  • Developed and facilitated consultative workshops, professional services, and Webinars.
  • Managed launch and operationalization of a new professional services organization.
  • Relocated to Japan for 18 months to manage and grow Teknekron's Professional Services in Asia.
  • Returned to FISERV in the Professional Services role supporting Fiserv's financial clients across the US.
  • Received President's Award for my work in growing Teknekron's Professional Services organization
  • Returned to US and managed North America Professional Services and Support for Teknekron.
  • Increased the professional services Net Promotor Score by 20 year over year.

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7 Professional Services Jobs

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15. Business Development

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average Demand
Here's how Business Development is used in Senior Service Manager jobs:
  • Support both business development for net-new opportunities and mining existing installed base solutions for increased scope.
  • Created services business development and solution delivery processes to for new operations and systems changes.
  • Structured medical service criteria for new project proposals in collaboration with business development team.
  • Led assessment and business development opportunities and delivery on high performance Information Management programs.
  • Led business development initiative to expand financial services practice.
  • Led business development efforts for strategic client initiatives.
  • Led business development activities for consulting services.
  • Coordinate annual targeting and planning process including sales, revenue, profitability, business development spend, and other overhead costs.
  • Worked closely with Business Development Executives to generate and develop new business models as well as grow existing client base.
  • Served as a service specific point of contact between service and product engineering, business development and regional market teams.
  • Partner with business development to create master service agreements and create strategies to develop additional opportunities within client base.
  • Led regional tax and business development eminence programs, connecting with 1,600+ unique clients and prospects annually.
  • Manage a staff of six and all aspects of suite and club seat business development and retention.
  • Led and participated on many SOE and privatization business development proposals and directly led the bidding process.
  • Led multiple consulting and outsourcing business development activities for leading banks in Asia.
  • Lead Business Development efforts to acquire new projects and accounts for Practice.
  • Teamed with sales on business development to win multiple $1M+ bids.
  • Represented Fiserv in industry events and at C-level, supporting business development and high-visibility engagements.
  • Collaborated very closely in pre-Sales to directly influence business development and partner management.
  • Supported Bew Business Development with proposal development and presentation !

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6 Business Development Jobs

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16. SR

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average Demand
Here's how SR is used in Senior Service Manager jobs:
  • Worked with vendors to implement a learning portal and virtual classroom for thousands of customers successfully learning online.
  • Implemented social service programs for the SRO (Single Room Occupancy for the homeless) owned by LSM.
  • Analyzed store disruptions by viewing whether the presence of a flash mob at a Walmart store affected sales.
  • Promoted to Sr. Service Manager as a result of excellent team performance and employee engagement feedback.
  • Promoted from a Manager of Provider Services to Sr Manager of Provider Services within six months.
  • Supervised, developed and led two full-time Suite Services/Corporate Partnerships employees to perform all Sr.
  • Managed flawless on-site support for accounts in US, Israel, Germany and Asia.
  • Designed and setup 4 multimedia classrooms where classes were simulcast to students globally.
  • Monitor and review CSR calls and productivity throughout the day.
  • Reported to Lead Sr. Director & Deputy Chief Compliance Officer.
  • Recruited to lead Meeting Services; promoted to Sr.
  • Conducted both in classroom and remote training sessions.
  • Prepared plans to monitor and maintain the operating budget Write Standard of Operating Procedures and Operation Guidance based on SRPMIC Policies
  • Initiated and managed cutting edge measurement strategies by SAS, Tableau, Esri ArcGIS, MicroStrategy, Actuate, etc.
  • Provided direction to Client Services Representatives (CSRs) to resolve difficult client issues.
  • Create targeted and engaging presentations, traveled to client sites to demonstrate products/solutions.Global Sr.
  • Created training materials used to establish a consistent method of training new CSRs.
  • Managed a team of 37 employees in addition to Pressroom personnel.
  • Managed the General account CSRs for four years.
  • Lead a staff of 20+ based in four counties (US, UK, India and Sri Lanka).

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8 SR Jobs

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17. Risk Management

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average Demand
Here's how Risk Management is used in Senior Service Manager jobs:
  • Supervised staff in quality assurance, human resource development, training, abuse/neglect monitoring, risk management and information systems.
  • Worked with clients on improving business and technology risk management, operational controls and enterprise reporting.
  • Validated clients' existing risk management and reporting frameworks.
  • Improved core measures scores across-the-board; linking patient safety, quality, and risk management activities into an integrated hospital-wide program.
  • Assist clients in developing and driving their strategy for Information Security, Risk Management, and Compliance across various industry sectors.
  • Led Mid-Atlantic Internal Control / Risk Management practice with special focus on IT and security related risk and control improvement projects.
  • Evaluated business and client needs to initiate, plan and deliver solutions enabling claims and risk management, including specialty markets.
  • Risk Management - As part of the weekly management meeting the risks are reviewed and their probability and impact is addressed.
  • Led the regional (Mid-Atlantic) Enterprise Risk Management Practice, covering financial services, manufacturing, energy, etc.
  • Secured five regulatory compliance and risk management advisory contracts to fortune 50-100 banking and financial institutions within 1 year.
  • Project leader for risk management based top-down approach regarding information quality around the company's legal entities.
  • Collaborated with security, internal audit, and risk management teams on compliance processes.
  • Implemented all processes around risk management, change management, and project management.
  • Worked closely with Corporate QI and Corporate Risk Management on multiple projects.
  • Inform and seek approvals of National Risk Management Partner when appropriate.
  • Developed risk management skills as a Life Underwriter.
  • Served as a trusted advisor and liaison between Enterprise Risk Management & Solutions and the operating business unit leadership.
  • Created credit review and risk management solutions by integrating with clients' data architecture (servicingsystems, EDWs, etc.)
  • change requests, issue management, risk management and decision tracking), followed client implementation methodologies and management best practices.

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6 Risk Management Jobs

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18. Direct Reports

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average Demand
Here's how Direct Reports is used in Senior Service Manager jobs:
  • Mentored direct reports and conducted their annual assessment review and evaluation.
  • Managed and mentored 35 direct reports for 3 years before approval to promote a Team Lead of junior consultants.
  • Manage Fortune 15 Travel Services department consisting of 9 direct reports catering to over 10,000 employees.
  • Experience managing projects with three to five direct reports and responsibility for staff mentoring and development.
  • Managed and monitored activities of direct reports; provided training and mentoring to enhance staff development.
  • Team consisted of 165 direct and indirect reports and a budget of $9.5 million.
  • Managed individual performance of direct reports through mentoring, motivation, and performance reviews.
  • Provide oversight to accounting team in India and manage five direct reports in Boston.
  • Direct reports of 9 employees, responsibility for 265 employees, 11 teams.
  • Led engagement teams of up to 40 direct reports and 150 total resources.
  • Reported to VP/Treasurer; with 9 direct reports; 150 indirect reports.
  • Managed 84 direct and indirect reports in multiple support groups / functions.
  • Managed 16 accounts, 8 direct reports, and engagements teams.
  • Manage and develop a staff of 14 with eight direct reports.
  • Direct Management responsibilities for 5 direct reports and 35 indirect reports.
  • Manage and perform Annual Performance Evaluations for direct reports.
  • Manage six direct and 22 indirect reports.
  • Led a team of six direct reports.
  • Mentored and coached direct reports.
  • Manage a team of 29 Coordinators across 4 states, including 7 direct reports and 22 downline employees.

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19. KPI

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Here's how KPI is used in Senior Service Manager jobs:
  • Developed regional Implementation/Service Management program including processes, staffing and KPI creation.
  • Measured carrier performance through KPI reporting, analyzed contract risks, and monitored carrier volume and incurred freight cost financial trends.
  • Establish KPI's for Service division globally and use lean tools to manage and audit service performance on a weekly basis.
  • Created a culture of accountability through KPI measures, call monitoring standards, defined attendance policies and new hire orientation.
  • Design and implemented processes based on KPI for advance notification on potential service impacting issues.
  • Defined and tracked KPI for Residency Practice, ensuring revenue growth and meeting margin targets.
  • Utilized KPI's to identify root cause analysis and seek process improvement.
  • Created KPI Dashboards, performance metrics, and documented work processes.
  • Developed KPI dashboard to track and drive team and individual performance.
  • Designed, developed and distributed KPI's to executive team.
  • Develop and manage all client SLA's and KPI's.
  • Planned, developed, and implemented new support policies and procedures by establishing KPI s and processes for onboarding projects.
  • Established team KPI's for revenue and utilization, and restructure bonus plan to align with quarterly KPI's.
  • Created, monitored and tracked KPI s and SLA s for newly formed helpdesk that reduced agent MTTR.
  • Dotted line management of vendor operations team and budget, including quarterly performance reviews against KPIs.
  • Analyzed and reported monthly network performance to clients; monitored and measured SLA and KPIs.
  • Planned, developed, & implemented business KPIs.
  • Re-engineered existing analytical and operational reporting tools, and introduced new models to help analyze Business KPIs.
  • Developed TEM Service KPI metrics and reporting to ensure internal and external SLAs are met.
  • Defined KPIs, SLAs and cost targets for partner delivered services.

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20. Business Requirements

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Here's how Business Requirements is used in Senior Service Manager jobs:
  • Led teams to develop business requirements, vendor evaluation and selection criteria, and demonstration scenarios.
  • Participated on Senior Partner committees to align business requirements with successful IT support and delivery.
  • Service manager to various businesses on their technical and continuity of business requirements.
  • Integrate new technology components with business requirements to meet needs of project stakeholders.
  • Collected business requirements, customer requirements and procedures for solution development.
  • Developed business requirements for dental product for Information technology department.
  • Communicated Partner business requirements and needs.
  • Partner with client groups to ensure that strategically aligned projects are fully defined with full business requirements and financially viable.
  • Positioned Microsoft to effectively scale the SAP solutions for long-term enterprise use in strict compliance with ongoing business requirements.
  • Created Program Office, led gap analysis, business requirements, vendor evaluation, solution and implementation plan.
  • Managed the development of QA testing plans to incorporate business requirements and align to business goals.
  • based on business process improvement opportunities and business requirements.
  • Worked with various teams in IT and business to deliver robust middleware solutions to meet business requirements and existing standards.
  • Managed Company's largest client, Sprint Nextel, to ensure all business requirements and deadlines were met.
  • Involved in the UAT design, development and testing of the various business requirements documentation relating to FCM.

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21. RFP

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Here's how RFP is used in Senior Service Manager jobs:
  • Created and administered RFP process to select collection agencies and developed and secured new contractual agreements.
  • Led outsourcing/implementation of relocation services, including RFP evaluations/selection, charter development and operational implementation.
  • Coordinated RFI/RFP support, developed forecasts, and administered global project planning and execution.
  • Collaborated with sales teams to respond to RFP/RFI, write Statement of Work (SOW) and negotiate contracts.
  • Created response and business partners relationships to solution major Outsourcing RFP activity worth $90M annually.
  • Managed relationships with multiple vendors including managing RFP s, RFI s and contract negotiations.
  • Comprised SOW and RFP documents; executed and operated various staffing models with multiple vendors.
  • Work with sales to expand service business from RFP stage through post-sale warranty services.
  • Evaluated responses to industry requests for information and proposals (RFI/RFP).
  • Provide RFP and Bid support for large managed service customers.
  • Demonstrated ability to speak to and motivate groups of people and respond to comprehensive and detailed RFPs and customer driven bids.
  • Review and analyze client RFP's and respond in a timely manner based on advertiser and agency submissions.
  • Developed positioning statement for SLAs, responded to RFP, and structured SLA terms for partner and customers.
  • Collaborated with the sales team to create account plans; coordinated and prepared responses to RFPs.
  • Write and manage responses to RFPs resulting in winning business and exceeding sales goals.
  • Supported sales teams in preparing RFPs and up selling to existing client base.
  • Key Accomplishments Brought RFP process in house from 3rd party provider.
  • Worked closely with account managers on new business proposals and RFPs.
  • Reviewed and responded to RFPs for various products.
  • Provide service/ support guidelines for customer RFPs in collaboration with AEs and PLM primes.

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22. Account Management

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average Demand
Here's how Account Management is used in Senior Service Manager jobs:
  • Led a cross-functional team of key account management program to assess client revenue segmentation by location/business unit.
  • Supported new business acquisition, account management, design and delivery of business and technology solutions.
  • Acquired management responsibilities for the Website Payments Pro Associate Account Management.
  • Provided client advocacy, relationship-building and account management.
  • Managed a technical account management team of Systems Engineers, Business Analysts, Program Managers, and Development Managers.
  • Ensured account management, implementations, customer support, graphic and web design teams exceed customer's expectations.
  • Assisted sales staff with proposal development, sales process, client relationship management, and overall account management.
  • Worked with over 30 account managers to ensure delivery of the highest quality of account management services.
  • Led the Insurance Account Management team, responsible for over $120MM in revenue.
  • Research member request/ issues as presented by the vendor, clients and Account Management.
  • Assist with resolving customer relation issues while keeping the account management team appraised.
  • Lead the Account Management team and established cross-functional team best practices.
  • Account management of third-party vendor (Inmar) responsible for cash application (totaling $3 billion in yearly payments).
  • Provided pre- sales support, account management, product expertise, and project plan/proposal development and review for these customers.
  • Developed account management best practices and methods for more effective delivery of solutions to client companies.
  • Account Management: Subject Matter Expert for all Genesys CTI related projects.
  • Implemented monthly "Account Management" meetings with all of my major accounts to improve customer satisfaction.
  • Conduct issue escalations with Vendor Support, Engi- neering and Account management Teams.

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23. Cost Savings

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average Demand
Here's how Cost Savings is used in Senior Service Manager jobs:
  • Developed sustainable business solutions supporting robust regulatory reporting, cost savings, and process improvements.
  • Negotiated Contract and implemented Managed Print services across the organization with $1 million in cost savings in first year.
  • Analyzed market segment profit & loss statements for possible cost savings and identification of areas for potential profit margin increases.
  • Initiated, gained approval and oversaw an HVAC preventative maintenance strategy that provided a 1.3M annual cost savings.
  • Managed contract labor service program end to end; drove compliance and ensured cost savings targets were met.
  • Recognize, develop, and implement processes and procedures to increase operational efficiency and cost savings.
  • Negotiated vendor support contract resulting in $5.6 mil cost savings over 2 years.
  • Assisted team in attaining a cost savings of 15 - 30% annually.
  • Enabled $6M+ in cost savings through improvements to knowledge management program.
  • Cost savings identified over 30% of current state baseline.
  • Projected $11M cost savings over two years.
  • Achieved annual operational cost savings over $10,000,000.
  • Delivered annual cost savings of $1.5M.
  • Improved cost savings by 22%.
  • Performed product profitability review of all enhanced services products; renegotiated Operator Services vendor agreement, yielding 15% cost savings.
  • Created product management group and roadmaps while merging and consolidating solutions and customers to achieve millions in cost savings.
  • Created the program business case and identified $50 million of annual cost savings over a 5 year period.
  • Introduced cost savings through process and technology improvements, using the Kaizen process.
  • Resulted in increased collaboration and cost savings due to efficiencies.
  • Lead indirect effort to achieve $2M in cost savings for Precor, currently "green" on all goals.

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24. Cloud

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average Demand
Here's how Cloud is used in Senior Service Manager jobs:
  • Executed functional business plans and contributed to development of functional strategies within Cloud and Managed Services.
  • Delivered added stability to hosting environment by leveraging cloud providers to host mission critical systems.
  • Drive efficiency for engineers by process improvement and automation for Customer Support and Cloud Portal
  • Drive consulting services in connection with ~$150 million software application suite for Cloud Application Platform.
  • Implemented a unified open source based patch management tools for cloud and non- cloud environments.
  • Developed KPI PowerBI dashboard for senior executive team for key metrics for internal cloud tools.
  • Lead services sales team and closed $5m Cloud engagement at CenturyLink communications.
  • Managed a global operation team for the Cloud Services Collaborative products.
  • Traveled globally to give service review to Cloud Services.
  • Migrated on-premises servers to the Microsoft PaaS Cloud.
  • Defined services for cloud storage.
  • Drive cloud computing solutions forward with established and prospective fortune 500 companies to expose the capabilities of Terremark & Verizon.
  • Manage ecommerce sites running in Amazon Web Service cloud.

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25. Itil

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average Demand
Here's how Itil is used in Senior Service Manager jobs:
  • Utilized ITIL methodology resulting in improved performance of service management activities including service delivery, change management, and major incidents.
  • Performed gap analysis and provided change initiative recommendations for ITIL service management and ISO 20000 continuous improvements.
  • Presented vision, secured executive leadership approval and led implementation of ITIL based processes.
  • Elevated organizational performance and customer satisfaction by implementing ITIL-based service level management practices.
  • Collaborate with key stakeholders and cross-functional teams to help establish ITIL based frameworks such as incident, change and release management.
  • Led ITIL process knowledge to Change Process Owner to ensure beneficial changes to production with minimum disruption to production services.
  • Incorporate ITIL audit competencies and OLA framework for break-fix and brand damaging IR events across service management IT.
  • Process Improvement skills - Improving processes through ITIL processes using Incident Management, Change Management and Release Management.
  • Led ITIL process knowledge to Problem Process Owner for ensuring the process is optimized to prevent recurring incidents.
  • Implemented Service Now in order to institutionalize the ITIL based service delivery business unit.
  • Led Customer Service Management team to bring contract in line with ITIL best practices.
  • Attended BT sponsored Foundations of ITIL course and became ITIL certified in 2003.
  • Oversee many of the cross-functional ITIL services and the Service Desk team.
  • Designed and implemented ITIL service policies and procedures.
  • Used ITIL guidelines to implement service standards.
  • Instituted and direct standard ITIL methodology, processes, tool module, and efficiencies for operating IM in IT Service Management.
  • Utilized ITIL and Six Sigma methodologies and collaborated with support managers to analyze and document process and incident workflows.
  • Completed best practices and certifications utilizing ISO9000 Standards, CMMI and ITIL best practices.
  • Work with customer counterparts to help implement & adhere to an IT governance model that aligns with ITIL based standards...
  • Focused on multiple company integrations into Global Service desk based on Remedy 7.0 and ITIL ver.

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22 Itil Jobs

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26. HR

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Here's how HR is used in Senior Service Manager jobs:
  • Collaborate with business units to improve efficiency through implementation of service level agreements, simplifying time management and prioritization of work.
  • Drive laboratory sales conversions in urology and obstetrics / gynecology markets in three state territory.
  • Improved customer satisfaction and reduced internal operational costs through customer and internal education.
  • Managed several projects eliminating manual processing by creating new straight-through process streams.
  • Identified and initiated efficiency improvements to drive productivity through management controls.
  • Designed and managed threat-readiness assessments for response and resiliency.
  • Reviewed, judged and awarded applications for pass through grants ranging from $500 - $20,000 each.
  • Developed and implemented a Customer Care function to reduce customer churn and increase save/loss ratio throughout the company.
  • Provided management for a team of 172 sales associates 8 supervisory and management personnel throughout all departments.
  • Inspired and led print and web designers through all aspects of print production and front-end web design.
  • Create and maintain job descriptions, manage interview process and work with HR in hiring process.
  • Participated in each phase of the Health & Human Services (HRSA) Breakthrough Collaborative.
  • Marketed KAB and recruited new Affiliates through targeted outreach and exhibiting at conferences.
  • Control and operated over 150 servers throughout the network.
  • Achieved stretch and double stretch target for three years.
  • Spread continues throughout all assigned hospitals.
  • Attained $30M revenue benefit, over five years for large international custodian through process diagnostic and reengineering analysis.
  • Single handedly wrote an automated means of analyzing social media for hint of threats against Walmart.
  • Key Accomplishments: - Drastically reduced payroll costs through implementation of KMS and PDMS software.
  • Developed physician experts and influential advisors for break-through anti-infective therapy for hepatitis.

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27. Due Diligence

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average Demand
Here's how Due Diligence is used in Senior Service Manager jobs:
  • Developed and implemented a comprehensive global internal audit and due diligence assessment program.
  • Managed due diligence team for working capital and debtor-in-possession financing of servicing operations.
  • Conducted operational due diligence on receivables finance customers.
  • Completed due diligence analysis for 40+ properties totaling over 15 million square feet of office, retail or industrial space.
  • Developed risk profile for an IPO in the due diligence process, and adding value from integrating enterprise risk assessment.
  • Led the team performing due diligence review and presenting background checks and negative news searches utilizing internal bank procedures.
  • Evaluated and summarized the results of due diligence performed for a potential acquisition of a company by our client.
  • Led multiple M&A due diligence projects and technology strategy projects for Financial Services technology providers.
  • Created in-depth due diligence financial model to analyze and assess businesses for inclusion in investment fund.
  • Performed operating model, financial, and financial controls due diligence on potential partners and targets.
  • Assisted treasury in over $300 million in asset dispositions including valuation and due diligence.
  • Led numerous M&A due diligence & reporting activities for clients over several years.
  • Conducted due diligence efforts focused on an investment firm's global acquisition candidate.
  • Provide financial due diligence services to private equity firms and Fortune 500 companies.
  • Lead teams of two to four professionals on due diligence projects.
  • Performed due diligence for purchasers and sellers of business entities.
  • Assisted in due diligence for US and international acquisitions.
  • Provided REAC inspections and due diligence.
  • Reviewed and prepared due diligence reports summarizing and quantifying diligence findings and describing guidance for process improvements.
  • Managed multiple acquisitions due diligence teams reviewing subprime mortgage servicers for various equity capital and investment firms.

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28. ROI

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Here's how ROI is used in Senior Service Manager jobs:
  • Created and implemented departmental initiatives around Profitability, Process improvements, Forecasting/Budgeting and ROI enhancements.
  • Provided post-event reporting and ROI analysis.
  • Tasked with leading tracking/measuring/reporting of capital budget expenditures, Return on Investment (ROI), and monthly equipment procurement.
  • Develop strategic plans for all brands and department, along with yearly budgeting and cost justification (ROI) process.
  • Implemented ICR ReadSoft processing, eliminating over 35M keystrokes per year and recouping ROI within 7 months.
  • Identified content strategies with the highest ROI by comparing content development processes with session evaluation data.
  • Assisted in company sale of websites, MyPhotopro.com, DentalPro.com, PolaroidStudio.com, Fortune City.com.
  • Developed proposals encompassing project planning, ROI analyses, pricing, and risk assessment.
  • Designed an adoption plan to increase utilization of each portal to ensure desired ROI.
  • Operated department within cost center-formulated budgets (30% increase on ROI).
  • Integrated and launched first-to-market carrier-grade Wi-Fi Voice over IP application for Android.
  • Review all development projects to ensure reliability, effectiveness and ROI.
  • Build ROI and TCO models for clients to exemplify solution value.
  • Managed marketing budget and ROI to drive profitability.
  • Reduced transportation/insurance costs $7,000,000 by utilizing transportation data analytics and initiating projects leading to high ROI.
  • Evaluated and recommended several hardware and software acquisitions providing high ROI.
  • Insure valid metric reporting to create proper staffing models in order to meet budget and ROI targets.

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29. CRM

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average Demand
Here's how CRM is used in Senior Service Manager jobs:
  • Managed development and implementation of enterprise sales platform including customer account portals, marketing automation and CRM tools.
  • Maintained existing CRM database to ensure forecasting abilities and availability of reporting to corporate leadership.
  • Reviewed/approved and submitted expense reports into Oracle, approved reimbursement/credit adjustment requests in Oracle CRM.
  • Instituted Client Relationship Management (CRM) system to track prospects, clients, and vendors and maintain those relationships.
  • Developed strategies, business cases and Return on Investment (ROI) analyses for Blue Cross Blue Shield CRM initiative.
  • Acted as a senior project manager and responsible for running Shared Service Support for Supply Chain and CRM modules.
  • Served as customer relationship management (CRM) project leader on the consulting projects for leading companies in China.
  • Directed technical program management of infrastructure and business solutions (SFA, PSA, CRM, BPM).
  • Implemented CRM systems and designed use cases and support process flows, in collaboration with external partners.
  • Selected and Implemented CRM incident tracking system to better manage and monitor the support cycle.
  • Led Services and CRM platform development, integration and optimization across multiple business units.
  • Manage ERP, Warehouse, CRM, Manufacturing, Planning and Logistics systems.
  • Support IBM's worldwide client relationship management application portfolio (CRM).
  • Worked with engineers to create, test and apply a CRM.
  • Developed new CRM for staff which increased ten-fold in 2007.
  • Create CRM Program and customer satisfaction programs.
  • Assisted in implementation and design of CRM.
  • Launched CRM (Siebel 7.0) application to manage independent software developer activities consistently and more effectively on a global scale.
  • Reconciled financials within the CRM for all expenses, accruals, and operational revenue recognition activities.
  • Worked with parts percurement and CRM parts implimentation.

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3 CRM Jobs

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30. ERP

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low Demand
Here's how ERP is used in Senior Service Manager jobs:
  • Improved Enterprise customer support through establishment of cross-functional roles and responsibilities increasing staff performance efficiency and definition of global support model.
  • Led and managed Microsoft WW Services internal enterprise application portfolio and strategy.
  • Managed and executed ERP implementation and optimization work.
  • Supported infrastructure and strategy for end user computing throughout the $20B+ Enterprise by leveraging technology to drive business initiatives.
  • Managed quarterly development and release process of core enterprise applications through SDLC process and within $97M budget.
  • Managed enterprise maintenance team of 30, tasked with booking, entitling, and renewing service contracts.
  • Program that consisted of consolidation of ERP, Business Intelligence & Integration Platform into one unified platform.
  • Speak to community groups to explain and interpret agency purposes, programs, and policies.
  • Provided improved configurations to clients using ERP packages to meet current business needs.
  • Recruited by CIO to lead the enterprise integration & information architecture services.
  • Enforce and interpret agency policy for staff and residents.
  • Increased workforce at Caterpillar from 26 associates to 63.
  • Promoted to streamline and manage enterprise service business.
  • Managed the ITSM team, setting SLA's, OLA's and reporting for the Enterprise.
  • Led the implementation of an enterprise virtualization solution for block storage arrays supporting virtual and physical servers.
  • Worked closely with the business units to raise awareness of products within the IT Enterprise Infrastructure that would increase productivity.
  • Set the vision for Interphase's Services organization to develop custom hardware and software products.
  • Forecasted revenue and reporting for $280M enterprise service business.
  • Led the delivery of SS7 over ATM solution for HP, Alcatel and Samsung using Interphase's hardware.
  • Introduced concept of "Emerging Technology" to the enterprise.

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31. SOX

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low Demand
Here's how SOX is used in Senior Service Manager jobs:
  • Manage team and handle several internal and external auditing activities and security policies including SOX controls and PCI compliance.
  • Led a team of consultants in statutory audit support, SOX support and financial restatement support.
  • Review, approve and maintain SOX narrative on a quarterly basis confirming compliance at all times.
  • Worked with clients to develop effective corporate governance around ERM and Sarbanes-Oxley (SOX) projects.
  • Key tasks included designing, developing, and testing SOX 404 processes and controls.
  • Directed Incident Response standard operating procedures through external ISO 2007 & SOX certification.
  • Developed, tested and certified SOX controls and processes to meet SOX requirements.
  • Conducted the technology portion of Sarbanes-Oxley (SOX) audits.
  • Ensured team adhered to SOX controls and audit testing requirements.
  • Led the SOX required documentation of processes and controls.
  • Assist clients in developing appropriate SOX controls after IPOs, establishment of annual certification plan and any necessary remediation plans.
  • Performed testing of securitized products (RMBS) for a publicly traded REIT and SOX 404 procedures.
  • Managed numerous SOX engagements including overseas entities in various industries with respect to Sarbanes 404 Readiness.
  • Schedule and perform physicals/services for high profile sports teams such as Chicago White Sox.
  • Work with outsourcer quality team to ensure compliance with SOX controls.
  • Evaluated processes for Sox compliance and implement controls.
  • Lead and managed Sarbanes Oxley and Japanese SOX projects for firm's leading clients.

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3 SOX Jobs

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32. Executive Management

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low Demand
Here's how Executive Management is used in Senior Service Manager jobs:
  • Recruit and retain highly qualified personnel, complete all required performance reviews and provide executive management recommendation on performance matrix efforts.
  • Analyzed Departmental structure and current processes in order to present a restructuring plan in accordance with organizational needs to executive management.
  • Earned recognition and praise from executive management for outstanding job performance entailing security management, cost containment and corporate vision support.
  • Address escalated issue and present solutions to Executive Management and third-party investors to ensure client satisfaction.
  • Implemented policies and procedures, developed training materials and assisted executive management with creating company protocols.
  • Compile monthly regional executive management reports and investigate issues surrounding failure to meet performance targets.
  • Delivered frequent presentations to executive management regarding freight/insurance cost-reduction initiatives and transportation projects.
  • Provided regular updates and reports on business performance to senior and executive management.
  • Prepare and present monthly performance metrics and incentive analysis to executive management.
  • Recruited to plan, coordinate and report audit results to executive management and client boards of directors.
  • Meet regularly with the Executive Management Team to present reports and make recommendations for continued success.
  • Plan encompassed executive management training and creation of cross-functional threat assessment response team (TART).
  • Work with Executive Management on budget, personnel, procedures, and recovery plans.
  • Assist executive management with preparing risk assessments and response plans.
  • Create IT performance reports on behalf of Executive Management.
  • Re-engineered Customer Service, Technical Support and Logistics processes in Salesforce; built and maintained dashboards for executive management review.
  • Worked directly with executive management on companywide projects to increase efficacy of XLS offerings as well as internal processes.
  • Interacted with executive management at Oracle to keep them up to data on availability of internal IT environments.

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33. Revenue Growth

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low Demand
Here's how Revenue Growth is used in Senior Service Manager jobs:
  • Negotiated new marketing opportunities and provided creative innovation to support revenue growth.
  • Changed company's approach in sector from reactive to proactive, averaging 29% average annual revenue growth during tenure.
  • Designated as company-wide M&A integration project manager; integrated 45% revenue growth from acquisitions.
  • Conducted multiple marketing analysis and strategy projects, resulting in dramatic revenue growth for client companies.
  • Led teams to analyze industry, competition, and customers to identify revenue growth opportunities.
  • Drive sales and profitable revenue growth through deal development, pricing and commercial terms.
  • Experienced revenue growth from $70K NZD to $1.15M NZD during my tenure.
  • Resulted in $3M revenue growth in Year 1.

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34. Daily Operations

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low Demand
Here's how Daily Operations is used in Senior Service Manager jobs:
  • Managed daily operations of student services department of online division.
  • Directed daily operations for high-volume restaurant with a focus on customer service, staff training and development, and guest retention.
  • Managed a staff of 14 and oversaw daily operations of an innovative information center actively serving a $7 Billion corporation.
  • Provided interim management of daily operations, including the acquisition of an additional cardiology practice (14 providers).
  • Oversee daily operations and managing front office operations of a satellite office of 90 employees.
  • Direct daily operations of 30+ housing communities, covering 3 states and nearly 150 employees.
  • Orchestrated department's daily operations, budget generation, and managed team of 5 engineers.
  • Ensured internal controls and daily operations could co-exist through development of new retail processes.
  • Managed daily operations for DFA/DFP trafficking and vendor relations for Client Services.
  • Oversee all the repairs, billing aspects and daily operations.

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35. Performance Management

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low Demand
Here's how Performance Management is used in Senior Service Manager jobs:
  • Demonstrated commitment to Building Effective Teams through performance management, sales coaching, observation coaching and individual development plans.
  • Implemented a performance management and coaching discipline as one of several steps of establishing management as a core competency.
  • Lead the development and deployment of succession management, high potential identification and performance management.
  • Developed Veterinary Services Leadership Team performance management system.
  • Provide expertise in leading Enterprise Performance Management (EPM) and Business Intelligence (BI) systems implementation and optimization initiatives.
  • Lead recruitment efforts, provided feedback, actively engaged in staff development, performance management and staff retention activities.
  • Deployed tools and processes that supported the performance management process for exempt and nonexempt employees.
  • Coordinated ramp plans, training and performance management.
  • Direct the recruitment/on-boarding process, thereby managing all Performance Management functions (i.e.
  • Developed ad-hoc performance management reports and analytics to ensure the highest level of results were delivered to the U.S. Census Bureau.

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36. Staff Members

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low Demand
Here's how Staff Members is used in Senior Service Manager jobs:
  • Provided leadership for corporate and regional staff members including systems, business and development disciplines.
  • Oversee Eastern Virginia including Tidewater, Central, and Northern VA. Support and mentor seven staff members in Network Development.
  • Implement and maintain state and corporate regulatory policies and procedures into daily office practices, informing and training staff members.
  • Managed up to 25 staff members, including development manager, BSA manager, and a reporting analyst/QC supervisor.
  • Developed valuable relationships with client executives and staff members that led to key computer equipment and software upgrades.
  • Provide leadership, guidance and motivation of 4 managers and 12 staff members, across multiple sites.
  • Authored specialized training programs for new staff members, creating a positive on-the-job learning atmosphere.
  • Interviewed, hired, trained and supervised 25-30 staff members.
  • Direct activities of professional and technical staff members and volunteers.
  • Assist staff members with preparation of volunteer recruitment plans.
  • Produced to finalization all projects with student staff members.
  • Coordinated and conducted training for 45 staff members.
  • Led 30+ staff members with Securitization structures including MBS, ABS pools that consisting o f $1.5+B and 8,000+ loans.
  • Managed staff of three (3) managers and twenty-five (25) staff members Managed numerous multi-million dollar service conversion projects
  • Led a team of two full time managers and 35 part time staff members over 5 concessions.

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37. Service Department

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low Demand
Here's how Service Department is used in Senior Service Manager jobs:
  • Trained internal personnel on automotive Parts and Service Department software.
  • Introduced new processes that improved the overall professional service department.
  • Managed service department and part-time general manager when needed.
  • Launched successful business unit strategy to implement and execute the transition from an external BPO to an internal Client Service Departments.
  • Restructure service department by offering customers yearly service contracts, as well as repair on other manufacturer's equipment.
  • Direct responsibility in the management of one the three largest service departments for Briggs Equipment in Houston.
  • Managed all aspects of the service department at a specialized Corvette dealership and exclusive customization shop.
  • Assisted in directing the service department while advising customers on their vehicle's condition.
  • Performed work involving the management and scheduling of a10 employee service department.
  • Managed the service department during the final year of my employment.
  • Transformed Customer Service department into a world class customer driven one.
  • Plan & organize the overall activities of the Service Department.
  • Manage all operations of a company leading service department.
  • Managed three separate service departments in three territorial offices.
  • Monitor the financial position of the Service Department.
  • Conducted payroll for the entire Service Department.
  • Conduct review of patient financial service department processes to identify areas for efficiencies via technology.
  • Planned and executed integration of service departments during mergers of appliance manufactures Thermador and Gaggenau.
  • Managed all personal in the service department, including technicians, detailers, service advisors and quick lube.
  • Designed and established the IT structure and workflow of the Service department Created weekly high-level reports in Excel for management teams

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38. Annual Budget

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low Demand
Here's how Annual Budget is used in Senior Service Manager jobs:
  • Administered annual budget including capital investment expenditures surpassing $10M.
  • Prepared annual budget for assigned division.
  • Created and managed a large annual budget, trained staff on a company-wide basis, maintained licensing and CARF Accreditation standards.
  • Use those models to apply costs from the Operations Department to all large or custom engagements and plan annual budgets.
  • Revitalized and coached a group of 7 employees and 11 contractors with an annual budget of $1 million.
  • Exercised fiduciary control over an annual budget of $3.6 million; balanced and controlling locations P&L.
  • Approved the expenditures for an annual budget of $30 million for Software, Hardware and Consulting Services.
  • Directed a $2.5 million annual budget, forty engineers, two managers and a clerical staff.
  • Prepare and assist clients with annual budget preparation, annual audit process and other accounting services.
  • Assist in development and management of an annual budget, including financial analysis.
  • Perform input to annual budget planning, monthly financial tracking and reporting.
  • Prepared and managed an annual budget of $5 million.
  • Oversee and implement an annual budget of $1 million.
  • Partnered with the General Manager to complete the annual budget.
  • Prepare annual budgets, re-projections, and monthly projections.
  • Assisted with annual budgeting for the professional service department.
  • Managed annual budgeting process ($400M+).
  • Managed an $800K annual budget.
  • Managed team of 26 employees (5 direct reports) and an annual budget of $1.5m.
  • Prepared annual budgets for properties, monitored accounts receivables, approved accounts payables, and accounting reports

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39. Sigma

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low Demand
Here's how Sigma is used in Senior Service Manager jobs:
  • Initiated compliance improvement strategies aimed at reducing complaints made to state regulatory commissioners leveraging six sigma principles.
  • Developed Total Cost of Quality Key Metrics leveraging Six-Sigma signaling and alerts
  • Received Six Sigma training and participated in company project initiatives.
  • Utilized Lean and Six Sigma methodologies, tools, and Project Management skills to facilitate initiatives once a project is launched.
  • Process improvements through Six Sigma & re-engineered processes in Vendor Management, Hiring, & Business saved $6M+.
  • Eliminated waste and non-value added activities from customer facing processes by using Lean and Six Sigma tools.
  • Utilized Six Sigma tools to help streamline location while at same time maximizing profitability.
  • Implemented 4 Six Sigma tasks that have improved job/process performance.
  • Obtained my Lean Six Sigma Green Belt Certification.
  • Mentored Six Sigma green belt candidates.
  • Utilized Six Sigma strategies to facilitate reengineering and process improvement initiatives for improving customer service and productivity.
  • Lead several continuous improvements oriented six sigma projects and kaizens.
  • Used frameworks such as Six Sigma, Kaizen, and Lean to drive Process Improvement projects.
  • Led a cross functional six sigma project to improve accuracy of transactional process.
  • Led Continuous Process Improvement Program with Lean/Six Sigma and Departmental Metrics 3.
  • Trained Six Sigma Greenbelt Member of the Executive Steering Committee and responsible for executing many Kaizen Process Improvements throughout the location.

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40. Real Estate

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low Demand
Here's how Real Estate is used in Senior Service Manager jobs:
  • Project manager for valuing government real estate assets as a result of change of ownership between federal agencies.
  • Developed, implemented, and monitored real estate performance objectives, metrics, and a department policies.
  • Direct financial operations for real estate and shared services including reporting, capital planning and budgeting.
  • Total account value $1 million, including Blackstone Real Estate, Hilton Hotels & Resorts.
  • Account manager for corporate and institutional investors with billions of dollars in real estate assets.
  • Served as interim Corporate Controller of $1.2 billion public real estate investment company.
  • Generate, maintain, and track the Real Estate Department budget.
  • Establish and maintain working rapports with real estate brokers.
  • Maintain, update and organize all real estate reports.
  • Participated in the IT/Finance Transformation initiative for a Capital Markets Real Estate Investment Management firm.

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41. SLA

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low Demand
Here's how SLA is used in Senior Service Manager jobs:
  • Drafted/revised compliance policies and procedures to reflect business activities and meet requirements of legislative updates.
  • Created robust outsourcing contract with clear SLA expectations, cost containment and accountability for the 160,000 annual appliance installations and deliveries.
  • Achieved consistently high (99.8%) SLA targets that resulted in measurable increases in customer satisfaction and retention.
  • Analyze proposed legislation, regulations, or rule changes to determine how agency services could be impacted.
  • Coordinated SLA compliance, prepared QBR presentations and review of customer buying processes and market position.
  • Work with customers on all billing issues including contract SLA's and all billing discrepancies.
  • Define, communicate, track and meet outage SLA s in the Service Area.
  • Transitioned IT Operations Center to employ repeatable processes slashing time-to-resolve by 50%.
  • Produce root cause analysis and SLA delivery error reports for clients.
  • Translated and revised all official documents from French to English.
  • Analyzed vendor contracts for service metrics and SLA's.
  • Translate client needs and requirements into system solutions.
  • Maintain SLA on Incident & PM tickets always at 95% or above.
  • Supervised 17 personnel: 13 mechanics, 2 fuel island employees, a shop supervisor and a customer service coordinator.
  • Direct Engineers and Project Teams enabling them to translate pre-sales technical designs into a successful implementation.
  • Created SLAs with business community to ensure IT services were delivered at high levels.
  • Negotiated and established SLAs to track and measure vendor performance for future contracts.
  • Improved SLAs though staff cross-training, performance monitoring and defect tracking.
  • Executed contract penalties for non-adherence to SLAs.
  • Reduced Time and Cost and Increased Efficiency through Effective SLAs to Lockbox Procedures.

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42. Information Technology

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low Demand
Here's how Information Technology is used in Senior Service Manager jobs:
  • Maintained thorough knowledge of telecommunications/Information Technology (hardware/software) commodities and industry knowledge.
  • Managed and performed Information Technology Control Reviews in conjunction with financial audits.
  • Provided Information Technology and Document Management services to the Small to Medium Business market space in DFW metro area.
  • Provided IT Risk & Governance and Project Management thought leadership to ensure alignment with Information Technology initiatives/projects with corporate Strategy.
  • Liaised for the Controller's Group with Information Technology and Financial Information Systems 7.
  • Managed highly effective and popular TimeFinders personal productivity initiative, co-sponsored by Human Resources and Information Technology.

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43. Internal Controls

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low Demand
Here's how Internal Controls is used in Senior Service Manager jobs:
  • Developed strategies to evaluate internal controls affecting financial and operating systems and prepare written reports for management and clients.
  • Developed and documented business processes and accounting policies to maintain and strengthen internal controls.
  • Identified and initiated process and procedural changes to improve internal controls.
  • Implemented internal controls and procedures regarding cash management.
  • Led two work streams in a $40M initiative responsible for review of internal controls and processes for financial reporting applications.
  • Managed and performed SAS #70 Attestation examinations to report on the internal controls for several service provider customers.
  • Developed and implemented SEC and NASD regulatory policies, procedures, and internal controls.
  • Identified and recommend system and procedure changes to improve performance and internal controls.
  • Oversee daily fund transfers for accuracy and effective internal controls.
  • Identified and made recommendations for potential reductions and increased efficiencies for the business units relative to insurance and internal controls.
  • Recognized as a risk management/internal controls expert Led Central Region in quantitative methods and statistical techniques for measuring information reliability.
  • Develop and implement policies and procedures with emphasis on internal controls to improve effectiveness and efficiencies.
  • Analyzed and evaluated financial information and internal controls for effectiveness and efficiencies.
  • Benchmarked internal controls and processes against industry best practices to develop meaningful and relevant audit recommendations.

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44. Key Performance Indicators

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low Demand
Here's how Key Performance Indicators is used in Senior Service Manager jobs:
  • Initiated Key Performance Indicators for daily/weekly/monthly results by working with leadership and Directors of Field Operations to identify their interests.
  • Defined department key performance indicators and ensured Order Management metrics were within defined service level agreements.
  • Established key performance indicators and regular individual 1:1 conversations for team development and growth.
  • Monitored daily operations to achieve key performance indicators.
  • Implemented best practices from the point of registration through collections by evaluating key performance indicators and implementing training.
  • Developed Infrastructure processes with Critical Success Factors, Key Performance Indicators, and SLA's.
  • Provide metrics and track business performance against critical Key Performance Indicators (KPI's).
  • Used Key Performance Indicators and metrics, reported to management the status of engagements.
  • Established, communicated and measured Key Performance Indicators to monitor, improve and maintain quality of Siebel applications and processes.

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45. Contract Negotiations

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low Demand
Here's how Contract Negotiations is used in Senior Service Manager jobs:
  • Negotiated the consolidation of three businesses into this facility which required contract negotiations, business on boarding, and implementation.
  • Assisted in pricing models, contract negotiations and defining Business and functional requirements.
  • Managed vendor relationships including contract negotiations and contract enforcement.
  • Involved in and advised Director during contract negotiations.
  • Conducted contract negotiations and renewals, as well as improved overall customer satisfaction and loyalty through an effective goodwill program.
  • Provided strategic direction, business planning, P&L analysis, pricing, contract negotiations and program management.
  • Reduce costs through contract negotiations for pricing and fees with vendors while ensuring no disruption and enhancement of services.
  • Managed contract negotiations for purchasing, vending and sub- contractors worth over $3.5 million.

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46. Customer Base

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low Demand
Here's how Customer Base is used in Senior Service Manager jobs:
  • Structure and update the maintenance operations to radiate true, professional success across inter-functional lines, including the customer base.
  • Manage travel arrangements needed to service customer base as well as coordinate trade show appearances with sales staff.
  • Promoted to work with director to create a more profitable service team, and increase the customer base.
  • Partnered with Sales to grow the revenue stream with new and existing customer base.
  • Offer daily technical support and customer service to vast customer base.
  • Expanded the customer base from 0 to 25,000 customers.
  • Increased customer base by 25% in first year.
  • Generated impactful promotional e-blasts and targeted communications to customer base to drive prospects to MHC Dodge hence, increasing revenue.
  • Mentored and guided other service advisors to boost sales and establish a loyal customer base.

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47. Service Level Agreements

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low Demand
Here's how Service Level Agreements is used in Senior Service Manager jobs:
  • Manage and review delivery performance of managed service providers against service level agreements and project commitments.
  • Performed analysis of computer usage, architecture, storage, operations, help desks, developed comprehensive service level agreements.
  • Implement and monitor adherence/compliance for support services standard policies, processes, and service level agreements within the Division.
  • Managed the Client Services Team through staff reductions of 40% maintaining service level agreements at 87%.
  • Developed Statement of Work and WBS, defined parameters and Service Level Agreements for fixed price contracts.
  • Established Service Level Agreements (SLA's) and metrics; monitors and reports client service performance.
  • Establish service level agreements to hold suppliers accountable for performance and implement continuous cost & quality improvements.
  • Developed and maintained service level agreements despite major resource constraints and throughout three reductions in force.
  • Headed team organizations, resourced teams, and focused staff on account service level agreements.
  • Create new Service Level Agreements (SLA) and contractual reporting.
  • Negotiated and managed Service Level Agreements with vendors and customers.
  • Meet and exceed established service level agreements.
  • Designated liaison between Avaya and Business Partners to improve customer satisfaction and meet service level agreements.
  • Created and employed metrics to track operational processes, measure fulfilment of service level agreements, and identify inefficiencies.
  • Report and lead analytics on cost performance and service level agreements into customer groups and forums.
  • Ensured that technical aspects of the service level agreements (SLAs) were completed correctly.
  • Establish service level agreements, standards and policies.

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48. QA

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low Demand
Here's how QA is used in Senior Service Manager jobs:
  • Authored/implemented quality assurance with QA supervisors.
  • Developed and coordinated resource plan for entire QA department, including hiring and ensuring call targets are met company wide.
  • Managed team to build requirements, design processes, and develop QA and testing scripts including alignment with regulatory requirements.
  • Managed multiple departments simultaneously with diverse responsibilities from QA, Loss Mitigation, Skip Tracing and Collection Support.
  • Provide leadership in recruiting, staffing, training and motivating Development, SQA and Technical delivery teams.
  • Review and implement unit test cases, system test and regression test plans created by QA.
  • Managed the CAPA team to oversee plant deviations, investigations and QA holds.
  • Developed QA testing approach that included processes and procedures for two testing methodologies.
  • Collaborated with external department leaders to develop models to adopt QA process.
  • Represented QA on R&D project teams through technical transfer.
  • Partnered with project teams to develop QA processes and procedures.
  • Led QA testing efforts for the Chile POS integration.
  • Coached and developed QA Analysts to improve analytical and relationship skills and career development.
  • Included reviews with BAs, developers and QA.

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49. PMO

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low Demand
Here's how PMO is used in Senior Service Manager jobs:
  • Contributed to the development of new Services offerings/capabilities and supporting PMO processes.
  • Led the design and program office (PMO) for equities trading floor relocation for a large broker dealer.
  • Program Management Office (PMO) - Led the implementation of a PMO for Professional Services.
  • Created the sales PMO, designed and developed the processes and documentation to support the PMO.
  • Impact on organization is best described through leadership of Dell services offerings and PMO team.
  • Coordinate and assist PMO and Infrastructure Architecture team for Systems Release Delivery plan and execution.
  • Established integrated Technical Project Office (otherwise known as PMO).
  • Participated as the Cisco PMO lead for two full engagements.
  • Owned BDPMO (business development program management office).
  • Served as a mentor to the new and junior staff in the PMO.
  • Involved in Setting up and running Global PMOs (onshore and off-shore) for the organization.
  • Led PMO process methodology improvements, which are now in use throughout the eBanking division.
  • Presented audio conferencing strategies to the CTO at JPMorgan Chase.
  • Established PMO, managed structure, governance and IT platform migration from MS Project to Sciforma PPM.

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50. Saas

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low Demand
Here's how Saas is used in Senior Service Manager jobs:
  • Led global team of 5-professionals in product marketing and business development in the Hosting/Web/SaaS/IaaS provider segment.
  • Lead across functional organizations to plan and design custom SaaS, IaaS and B2B cloud solutions for external customers.
  • Provided input into product strategy, including target audience and unique pricing model for their SaaS based solutions.
  • Handled program management execution for major ERP and SaaS solutions.
  • Led the deployment of SaaS, infrastructure, DR, HA systems for BCP.
  • Provide executive leadership, management and staff with SaaS business intelligence on revenue, licenses, service availability and support KPIs.
  • Developed, deployed and supported a suite of security offerings delivered in a Software-as-a-Service (SaaS) model.
  • Selected Achievements: Delivered SaaS solutions that resulted in $7.4M of revenue.
  • Key Accomplishments Sun/Accenture/Siebel Web-centric CRM solution (precursor of SalesForce CRM SaaS offering) - $450M in 2003 and 2004.

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Senior Service Manager Jobs

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20 Most Common Skills For A Senior Service Manager

Financial Services

11.4%

Customer Service

11.0%

Ensure Compliance

10.6%

Service Delivery

9.7%

Strategic Plan

8.1%

Client Relationships

6.9%

Project Management

5.5%

Audit Procedures

4.8%

Infrastructure

4.0%

Process Improvement

4.0%

Oversight

3.2%

Business Units

3.1%

Technical Support

3.0%

Professional Services

2.8%

Business Development

2.3%

SR

2.2%

Risk Management

2.0%

Direct Reports

1.9%

KPI

1.9%

Business Requirements

1.8%
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Typical Skill-Sets Required For A Senior Service Manager

Rank Skill
1 Financial Services 8.5%
2 Customer Service 8.3%
3 Ensure Compliance 8.0%
4 Service Delivery 7.2%
5 Strategic Plan 6.1%
6 Client Relationships 5.1%
7 Project Management 4.1%
8 Audit Procedures 3.6%
9 Infrastructure 3.0%
10 Process Improvement 3.0%
11 Oversight 2.4%
12 Business Units 2.3%
13 Technical Support 2.3%
14 Professional Services 2.1%
15 Business Development 1.7%
16 SR 1.6%
17 Risk Management 1.5%
18 Direct Reports 1.4%
19 KPI 1.4%
20 Business Requirements 1.3%
21 RFP 1.3%
22 Account Management 1.3%
23 Cost Savings 1.2%
24 Cloud 1.1%
25 Itil 1.0%
26 HR 1.0%
27 Due Diligence 1.0%
28 ROI 1.0%
29 CRM 1.0%
30 ERP 1.0%
31 SOX 0.9%
32 Executive Management 0.8%
33 Revenue Growth 0.8%
34 Daily Operations 0.8%
35 Performance Management 0.8%
36 Staff Members 0.8%
37 Service Department 0.8%
38 Annual Budget 0.8%
39 Sigma 0.7%
40 Real Estate 0.7%
41 SLA 0.7%
42 Information Technology 0.7%
43 Internal Controls 0.7%
44 Key Performance Indicators 0.7%
45 Contract Negotiations 0.7%
46 Customer Base 0.7%
47 Service Level Agreements 0.6%
48 QA 0.6%
49 PMO 0.6%
50 Saas 0.6%
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