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Become A Service Operations Manager

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Working As A Service Operations Manager

  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Getting Information
  • Coordinating the Work and Activities of Others
  • Guiding, Directing, and Motivating Subordinates
  • Deal with People

  • Make Decisions

  • Stressful

  • $134,540

    Average Salary

What Does A Service Operations Manager Do At United Technologies Corporation

* If you thrive in a fast-paced environment and are looking for an opportunity to develop your field operations career, then we have a great opportunity for you.
* We are seeking a motivated, top performing field operations professional to deliver high quality products/services that meet customer needs.
* The successful candidate will be responsible for leading a group of supervisors and superintendents in providing maintenance and repair services to Otis customers.
* Key areas of responsibility include:
* Leading other Service Managers in the branch
* Field associate safety
* Field efficiency
* Labor and material costs management
* Customer satisfaction

What Does A Service Operations Manager Do At Abbvie

* Responsible for overall operations and governance of Applications within the Application Center of Excellence that are under the area of responsibility.
* Establish and maintain collaborative working relationship with functional counterparts in the business and cross-functional IT leads in the enterprise organization to manage Application Maintenance and Support activities, processes and operations.
* Serve as the initial contact point for audit activities in Application Center of Excellence for applications that are under area of responsibility.
* Manage and certify compliance with the Change, Release, Deployment and other Service Transition processes.
* Function as overall governance lead to ensure common practices and processes across all applications within the center of excellence that are under the area of responsibility.
* Accountable for driving the service provider engagement for the applications under the area of responsibility in collaboration with outsourcing Center of Excellence and Technology Domain teams to improve overall service provider performance.
* Responsible for the overall Demand, Budget & Resource management for applications under the area of responsibility.
* Interact with the business users, Technology Domain team and Infrastructure team to understand and prioritize minor enhancements demand and drive the enhancements with the service provider.
* Serve as secondary AbbVie contact point and secondary level of escalation for Incidents and Problems.
* Assists with the prioritization and escalation of system recovery issues with the Service Provider, Cross-functional teams, Technology Domain teams and Infrastructure teams
* Help manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities.
* Monitor workload of staff to ensure team members are consistently managed and challenged.
* Work with Human Resources to define and implement programs to address changes in resourcing, career mobility, career development and reward / recognition initiatives.
* Role:
* Interact with the Infrastructure team and Technology Domain team to provide end to end reporting of Clinical Development, Pharmacology and Statistical Sciences area business applications’ environment health including: Availability, Performance, Change Management and overall environmental health.
* Maintains final accountability for certifying that all Service Transition processes are successfully executed.
* Manages budgets, costs and resources.
* Serve as the initial point of contact to Technology Domain teams and business partners for critical issues related to Clinical Development, Pharmacology and Statistical Sciences area business applications’ Maintenance and Support services.
* Conduct frequent and formal meetings with key business partners to review / discuss overall application performance for the specific functional areas under responsibility.
* Present Service Level Agreements and cost metrics to the Technology Domains following the pre-defined Governance structure.
* Present continuous improvement plans and vendor performance metrics.
* Continually improve working relationship with the business and other senior IT Leadership.
* Work with Technology Domain teams to communicate overall technology capacity related to business priorities for the specific business services / processes under responsibility.
* Review and approve the key Service Provider personnel changes and support windows.
* Partakes in vendor performance meetings and operational reviews.
* Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes.
* Promote teamwork, within own group and across technology.
* Actively participate in HR performance measurement processes.
* Play significant role in performance management, overseeing or actually writing appraisals, giving feedback and helping staff design their career development plans.
* Work with Technology Domain team and Center of Excellence to help establish, define and negotiate Service Level Agreements.
* Will actively negotiate daily operational performance trade-offs based for critical ad-hoc requests

What Does A Service Operations Manager Do At Accenture

* Building a personal relationship with key client staff
* Successful service delivery
* SLA achievement and high level of customer satisfaction
* Monitoring overall performance of services
* Good communication around issues and opportunities
* get things done, make things happen
* Collaborating with senior management on client account management and growth
* Ensuring operations teams are aware of changes and are prepared
* Building service reports
* Service reporting and sponsoring service delivery meetings
* Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities
* Removing all obstacles to customer satisfaction and or financial performance
* Communicating across organizational boundaries from engineers through to senior managers
* rd party management responsibilities
* Looking out for client’s long term interests
* Following up if service delivery is not meeting expectations

What Does A Service Operations Manager Do At Air Systems Engineering Inc.

* Evaluates department safety needs/requirements to provide feedback and recommendations to service leaders implementing company safety policies
* Develops business, sales, operations, and marketing plans in cooperation with Service Sales Manager and Controller
* Develops and meets revenue and profit goals for the department
* Analyzes current market conditions for opportunities.
* Influences the selling strategy, sales effort, fosters a team sales approach for owner sales opportunity & leads the office’s effort
* Employee Development – Train and mentor new employees.
* Continue to develop current team members by providing proper training and on-the-job experience.
* Effectively audit and measure performance of team members and follow-up.
* Implements and maintains company policies and directives
* Responsible for service process development, documentation and implementation.
* Reviews Service Department performance; prepares and reports on the progress of department’s needs.
* Actively participates in regular review meetings on work progress, customer relations, field relations, internal administration and other matters affecting service operations as requested by your Supervisor.
* Controls expenses by developing the department’s budget, monitoring capital expenditures, and approving purchases
* Responsible for review of billings, repair estimates and customer contract documents.
* If specialty pricing (outside the established format) is used, SOM must review with supervisor in order to comply with CSUSA internal audit requirements.
* Quality Control – Performs periodic field inspections to ensure consistency in services provided and audit office/admin functions to ensure accuracy and consistency.
* Understands industry changes and responds with alternative strategies to maintain competitive advantage
* Other duties may be assigned
* Supervisory Responsibilities
* Directly supervises and/or manages the service operation team and field personnel.
* Responsible for the delegation and execution of daily work activities to the appropriate members of the Service team.
* Carries out management responsibilities in accordance with the organization's policies & applicable laws
* Contract Administration, Billing and Collection functions – (Currently these functions are managed by the Controller) Interface with Controller to ensure that tasks related to Service Agreements, billable invoices and AR collections are handled in a timely manner.
* Staffing – Recruits, hires, trains, mentors/coaches, and terminates Service team members according to established procedures.
* Appraises staff performance & recommends raises
* Oversee and maximize the use of the COINS within the Service Department.
* Develop relationship with internal and external resources for COINS support.
* Addresses complaints & resolves problems with employees/customers in a timely manner.
* Execution of business strategy
* Qualifications
* To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.
* The requirements listed below are representative of the knowledge, skill and ability required of a Service Operations Manager.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Education and Experience
* Bachelor’s degree (Masters preferred)
* Five to ten years related experience in a leadership role (industry specific preferred)
* Or an equivalent combination of education and experience

What Does A Service Operations Manager Do At Leidos

* Performs a variety of activities which contributes the successful delivery of outcomes of the Service Operations Team.
* Requiring familiarity of IT Service Management and expertise in the domain of ITIL Service Operations processes and functions and client engagement, which may include:
* Primary point of contact for end to end incident and request tracking and reporting as well as performing analysis of incidents and requests to report on ITEMS UFC performance and identify trends.
* Manage Service Operations Tier 1
* team to include hiring, sub contractor selection and supervision and execute full spectrum leadership responsibilities
* Interface effectively with the NGA Service Desk, Customer, ITEMS UFS teams, Analysts, Project Managers and other Service Providers
* Participate in continuous service & quality improvement initiatives
* Identify and implement efficiencies to enhance service outcomes
* Contribute to business improvement initiatives
* Ensure adherence to processes by employees for IT Support
* Lead a team of professional engineers in achieving assigned project objectives and be responsible for technical, cost and schedule performance
* Guides the successful completion of major programs and may function in a project leadership role
* Create, participate in and may take responsibility for project planning and estimating, status monitoring and reporting
* Participate in technical and program reviews at varying levels with management and customers, including review of subcontractor involvement

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How To Become A Service Operations Manager

Although education and training requirements vary widely by position and industry, many top executives have at least a bachelor’s degree and a considerable amount of work experience. 

Education

Many top executives have a bachelor’s or master’s degree in business administration or in an area related to their field of work. Top executives in the public sector often have a degree in business administration, public administration, law, or the liberal arts. Top executives of large corporations often have a master’s degree in business administration (MBA).

College presidents and school superintendents are typically required to have a master’s degree, although a doctorate is often preferred.

Although many mayors, governors, or other public sector executives have at least a bachelor’s degree, these positions typically do not have any specific education requirements.

Work Experience in a Related Occupation

Many top executives advance within their own firm, moving up from lower level managerial or supervisory positions. However, other companies may prefer to hire qualified candidates from outside their organization. Top executives who are promoted from lower level positions may be able to substitute experience for education to move up in the company. For example, in industries such as retail trade or transportation, workers without a college degree may work their way up to higher levels within the company to become executives or general managers.

Chief executives typically need extensive managerial experience. Executives are also expected to have experience in the organization’s area of specialty. Most general and operations managers hired from outside an organization need lower level supervisory or management experience in a related field.

Some general managers advance to higher level managerial or executive positions. Company training programs, executive development programs, and certification can often benefit managers or executives hoping to advance.

Important Qualities

Communication skills. Top executives must be able to communicate clearly and persuasively. They must effectively discuss issues and negotiate with others, direct subordinates, and explain their policies and decisions to those within and outside the organization.

Decisionmaking skills. Top executives need decisionmaking skills when setting policies and managing an organization. They must assess different options and choose the best course of action, often daily.

Leadership skills. Top executives must be able to lead an organization successfully by coordinating policies, people, and resources.

Management skills. Top executives must shape and direct the operations of an organization. For example, they must manage business plans, employees, and budgets.

Problem-solving skills. Top executives need to identify and resolve issues within an organization. They must be able to recognize shortcomings and effectively carry out solutions.

Time-management skills. Top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals.

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Service Operations Manager jobs

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Service Operations Manager Career Paths

Service Operations Manager Demographics

Gender

  • Male

    64.4%
  • Female

    33.7%
  • Unknown

    1.9%

Ethnicity

  • White

    79.7%
  • Hispanic or Latino

    10.8%
  • Asian

    7.2%
  • Unknown

    1.6%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    45.3%
  • French

    9.4%
  • Arabic

    6.3%
  • Italian

    6.3%
  • Portuguese

    4.7%
  • German

    3.1%
  • Japanese

    3.1%
  • Mandarin

    3.1%
  • Carrier

    3.1%
  • Hindi

    3.1%
  • Urdu

    3.1%
  • Irish

    1.6%
  • Chinese

    1.6%
  • Wolof

    1.6%
  • Cantonese

    1.6%
  • Polish

    1.6%
  • Korean

    1.6%
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Service Operations Manager

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Service Operations Manager Education

Service Operations Manager

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Real Service Operations Manager Salaries

Job Title Company Location Start Date Salary
TAS Manager-M&A Operational Transaction Services (Multiple Positions) Ernst & Young U.S. LLP Dallas, TX Jun 17, 2016 $158,100 -
$193,400
TAS Manager-M&A Operational Transaction Services Ernst & Young U.S. LLP New York, NY Apr 02, 2016 $154,690 -
$212,800
TAS Manager-M&A Operational Transaction Services Ernst & Young U.S. LLP Chicago, IL Nov 05, 2016 $134,800 -
$203,100
Manager LNG Operational Services US Shell U.S. Hosting Company Houston, TX Sep 07, 2013 $134,000
FSO Advisory Services Manager-Operations Improvement MGR Ernst & Young U.S. LLP New York, NY Aug 28, 2015 $132,558 -
$137,400
FSO Advisory Services Manager-Operations Improvement MGR Ernst & Young U.S. LLP New York, NY Sep 01, 2015 $132,558 -
$137,400
FSO Advisory Services Manager-Operations Improvement MGR Ernst & Young U.S. LLP New York, NY Jul 08, 2015 $132,558 -
$137,400
Global Services Operation Manager Mblox Inc. Atlanta, GA Jan 11, 2016 $130,000
Senior Services Operations & Processes Manager GE Oil and Gas Pressure Control, LP Houston, TX Nov 03, 2014 $125,000
Shared Services Operations Manager I MUFG Union Bank, N.A. Jersey City, NJ Nov 01, 2015 $123,000
Shared Services Operations Manager I MUFG Union Bank, N.A. Jersey City, NJ Jun 23, 2016 $123,000
Client Service Operations Manager Ibisworld Inc. New York, NY Jul 01, 2013 $120,000
Client Service Operations Manager Ibisworld Inc. New York, NY Jun 01, 2015 $120,000
Global Service Operations Manager Mblox Inc. Atlanta, GA Feb 01, 2014 $119,500
Senior Service Operation Manager SONY Network Entertainment International LLC San Diego, CA Apr 08, 2016 $117,900
Senior Service Operations Incident Manager Microsoft Corporation Redmond, WA Oct 01, 2014 $112,729
Global Services Operations Manager Mblox Inc. Atlanta, GA Apr 27, 2016 $112,632 -
$119,500
Health Services and Operations Manager Wound Care Systems, LLC Columbus, NC Mar 20, 2012 $111,696
On-Site Service Operations Manager Entegris, Inc. Sunnyvale, CA Mar 13, 2010 $88,254
Service Operations Manager Cisco Systems, Inc. Parkton, NC Sep 02, 2012 $84,600 -
$157,400
Service Centre Operations Manager 2 Capgemini America, Inc. Dallas, TX Jan 08, 2016 $81,952 -
$114,000
Senior Consultant/Service Centre Operations Manager 2 Capgemini America, Inc. Irving, TX May 04, 2016 $78,400 -
$114,000
Service Operations Manager (Supply Chain Transport Dish Network LLC Englewood, CO Oct 01, 2013 $77,979 -
$94,244
Service Operations Manager (Supply Chain Transportation) Dish Network LLC Englewood, CO Oct 01, 2013 $77,979 -
$94,244
Hardware Service Operations Manager National Instruments Corporation Austin, TX Feb 15, 2010 $76,475

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Top Skills for A Service Operations Manager

ProceduresCustomerServicePersonnelSafetyServiceDeliveryEnsureCustomerSatisfactionFinancialISOPayrollServiceOperationsFacilityServiceDepartmentProjectManagementCompanyPoliciesHumanResourcesPDailyOperationsProcessImprovementAdditionalAudit

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Top Service Operations Manager Skills

  1. Procedures
  2. Customer Service
  3. Personnel
You can check out examples of real life uses of top skills on resumes here:
  • Reduced Quarterly Cash Shortage of $1500 to $0 by maintaining proper cash handling procedures.
  • Improved customer service by increased accessibility through a single operational point of contact and a proactive approach to service provisioning.
  • Serve as Company representative and principal contact on all field operations activities with personnel and customers.
  • Supervised Hazardous Materials and Fire Safety Programs while coordinating training within the section.
  • Drove/Managed service quality and improvement of service delivery processes.

Top Service Operations Manager Employers

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