Top Service Program Manager Skills

Below we've compiled a list of the most important skills for a Service Program Manager. We ranked the top skills based on the percentage of Service Program Manager resumes they appeared on. For example, 10.5% of Service Program Manager resumes contained Service Delivery as a skill. Let's find out what skills a Service Program Manager actually needs in order to be successful in the workplace.

The six most common skills found on Service Program Manager resumes in 2020. Read below to see the full list.

1. Service Delivery

high Demand
Here's how Service Delivery is used in Service Program Manager jobs:
  • Managed customer relationship that resulted in consistently achieving outstanding customer satisfaction, based on survey data for product and service delivery.
  • Represented service delivery on the account team providing support strategy expertise, which contributed to sales opportunities.
  • Evaluated and advised on the efficiency of service delivery methods and procedures for providing administrative support systems.
  • Managed telecommunications vendors and service providers, including their project and service delivery commitments to Technicolor.
  • Developed and implemented standard operating protocols, policies and procedures resulting in enhance service delivery.
  • Revamped program positioning to highlight Cisco service delivery capabilities which addressed customer requirements and issues.
  • Provide service delivery and project recommendations including savings potential, cost estimates and backup data.
  • Manage quality and efficiency of service delivery, including adherence to procedures and policies.
  • Created program initiatives that help municipalities optimize efficiency and effectiveness of service delivery.
  • Monitored efficacy of case management services to improve quality of service delivery.
  • Provided day-to-day engagement scope definition and guidance to client on service delivery.
  • Collaborate with management staff to define and resolve service delivery problems.
  • Collaborate with various community groups to assure quality service delivery.
  • Created and implemented quality tracking devices for service delivery.
  • Coordinated resolution of customer complaints with outsourced service delivery.
  • Participate in projects that improve quality and service delivery.
  • Assigned resources globally and optimized service delivery practices.
  • Ensured service delivery to contract entitlements.
  • Managed global service delivery for P&G that contributed towards winning a $3 billion managed services contract.
  • Service Delivery Manager: Responsible to manage the various projects executed by United Operations and United Services Division.

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2. Project Management

high Demand
Here's how Project Management is used in Service Program Manager jobs:
  • Spearheaded the development of a Project Management Office that assisted in standardizing project delivery methods and processes for Enterprise Integration.
  • Have extensive project management experience working on worldwide readiness activities and product teams for organic and inorganic products and services.
  • Conduct cost/benefit (NPV/ROI) analysis of product enhancements and manage their implementation using established project management methodologies/tools.
  • Introduced project management principles with clearly defined phases, regular reporting and standardized client communications.
  • Created on-boarding process of new applications to our environment by standardizing project management processes.
  • Use project management skills and cost benefit analysis to make recommendations during bid/implementation process.
  • Coordinated testing & deployment of new custom project management software package for entire organization.
  • Provided Project Management consulting services support for the Electronic Document Management project.
  • Planned/organized and facilitated Executive Leadership Team and Program Board project management meetings.
  • Engaged in Incident Management, Problem Management, Project Management and Implementation.
  • Project management duties including defining scope and requirements within a budget.
  • Project Management included financial forecasts for growth and effective cost strategy.
  • Achieve comprehensive knowledge of aviation project management methodologies and techniques.
  • Provided project management oversight and direction for multiple teams.
  • Entrusted with additional special project management tasks.
  • Provided Project Management consulting services for Web-Smart that supports DCPS free and reduced lunch Point of Sale (POS) program.
  • Utilize best practices in project management and agile scrum methodologies to deliver quality products on all IT and business related projects.
  • Establish a standard global project management framework that serves as the common foundation for each Geo s specific processes and procedures.
  • Project Management and Methodology Instructor: Taught classes in project management, project methodology, system sizing, and document management.
  • Manage a team of PMO Project Managers (4) that provides global project management of software projects utilizing best practices.

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3. Customer Service

high Demand
Here's how Customer Service is used in Service Program Manager jobs:
  • Guided departmental and functional managers in tailoring customer service plans to reflect the unique features and operations of individual hospital departments.
  • Release Services Project Manager: Web-based application to provide global visibility to all call-center support programs for Customer Service senior managers.
  • Established portfolio management to drive appropriate investment and operational decisions for 21 applications comprising the North American Customer Service Operations group.
  • Program Manager, North American Customer Service Operations Steered comprehensive IT strategy coordinating across global organization to align with business objectives.
  • Collaborated with key installation commanders on MRT program implementation strategy and follow-up, monitoring and evaluating customer service and feedback.
  • Analyze customer feedback and identify global customer service concerns and develop strategy to address company-wide opportunities and individual store issues.
  • Strengthened business partnerships with other repair facilities, securing additional resources necessary to expand customer service offerings.
  • Developed and managed multiple customer service quality initiatives and teams including a 6-week enterprise business training program.
  • Managed salon business with an emphasis on exceptional customer service, including bookkeeping, staffing and inventory
  • Developed and implemented standard operating procedures (SOP) to improve customer service staff productivity.
  • Coordinated district projects and training requirements, providing customer service and insuring quality performance.
  • Verify all customer billable and non-billable travel expenses within Global Customer Service organization.
  • Developed a customer service group to maintain additional customer base.
  • Managed the America's Customer Service internal management systems framework.
  • Managed staff of 20 globally dispersed customer service representatives.
  • Created and delivered monthly and quarterly customer service reviews.
  • Evaluated Customer Service activities for effectiveness and efficiency.
  • Implemented Customer Service processes that utilized all frameworks.
  • Initiated process for interactive customer service meetings.
  • Coordinated with Division Chiefs and Program Managers in developing targeted training and job aids in order to promote quality customer service.

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4. Community Resources

high Demand
Here's how Community Resources is used in Service Program Manager jobs:
  • Maintain a comprehensive referral list of community resources and establish relationships with service providers.
  • Provided ongoing individual counseling to participants and made referrals to community resources as needed.
  • Seek, researched, and establish relationships / partnerships with community resources and services for people with MS and their families.
  • Educate staff, service members, and family members about community resources via several avenues to include written and social media.
  • Refer Patients, or family to community resources and CBO'S to assist them.
  • Assist in coordinating community resources identified for the client, family members and/or providers.
  • Maintain list of community resources pertinent to TG issues and develop additional contacts.
  • Act as a liaison between families, agencies, and community resources.
  • Educate clients on community resources and how to access service delivery.
  • Work with volunteers and community resources to provide services for patients.
  • Network with community resources in the DC Metro area.
  • Informed clients and their families of community resources.

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5. Oversight

high Demand
Here's how Oversight is used in Service Program Manager jobs:
  • Provide Program Management oversight to ensure quality of care effectiveness including ongoing analysis of state and regulatory data.
  • Provided network securities plans, disaster recovery plan, network management performance and WAN technology oversight.
  • Provided oversight and guidance to Business Unit program managers and coordinators to ensure procedural consistency.
  • Performed risk management functions and compliance oversight in accordance with regulatory and accreditation bodies.
  • Provided management oversight and direction for program operations with focus on operational optimization.
  • Provided hands-on technical and procedural oversight to these in-process income tax examinations.
  • Handled the delegation of inter-office work responsibilities, providing oversight and supervision.
  • Provided oversight for automated case management system and generated reports for planning.
  • Provided operational and administrative oversight to support program growth and expansion.
  • Provided strategic and program oversight of Eviction and Foreclosures Prevention Programs.
  • Provided administrative oversight, responsibility, development and management program.
  • Provided contractual oversight and compliance reporting for Service Level Agreements.
  • Provided Operations oversight and management of Enterprise support teams.
  • Provide clinical oversight for Adolescent and Family Services programs.
  • Provide clinical oversight of services provided.
  • Maintained oversight over project managers and assisted in issue resolution upon escalation, with projects ranging from 50-250k of revenue.
  • Provided oversight to insure quality, organization and financing of prevention programs at the State and Federal level.
  • Provided oversight and supervised a team of research assistants for the Juvenile Sex Offender Research Project at FMHI.
  • Demonstrated technical oversight of 26 chaplains in 35 counties in 2 states in 13 office locations 6.
  • Provide oversight for developing domestic violence and community empowerment programs in BPSOS offices around the United States.

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6. Community Outreach

high Demand
Here's how Community Outreach is used in Service Program Manager jobs:
  • Established network of community contacts and initiated collaboration, solicited input, and analyzed information form community outreach education.
  • Increased community outreach to individuals and partner organizations, leading to over 40 collaborative partnerships.
  • Provide community outreach services through speaking engagements and meetings.
  • Participate in community outreach events and activities involving AZ PBS and ASU.
  • Participate in job fairs and community outreach functions.
  • Managed Kings Women's Organization's community outreach efforts and worked with co-chairs on all internal and external communication plans .

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7. Clinical Supervision

high Demand
Here's how Clinical Supervision is used in Service Program Manager jobs:
  • Provide clinical supervision to identified staff for professional development needs.
  • Provided clinical supervision for all behavioral health services.
  • Provide consultation and clinical supervision to clinical staff.
  • Provide clinical supervision for Family Services Program.
  • Provided staff supervision and support including assistance with hiring decisions, assignment of cases, as well as clinical supervision.
  • Provide clinical supervision for social work interns and monitor all their activities.
  • Oversee all personnel in the unit, clinical supervision of therapists.
  • Provide clinical supervision to MSW interns.

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8. Staff Members

high Demand
Here's how Staff Members is used in Service Program Manager jobs:
  • Coordinated medical & dental appointments for residents, developed & implemented medication management & teaching for residents and staff members.
  • Supervised resident service staff members at various community learning centers.
  • Direct supervision of administrative staff members.
  • Amplified impact of Strengthening Families team by ensuring staff members' adequate training and ability to work cross-functionally !
  • Conducted frequent site visits with all staff members to ensure efficiency and contractual obligations were being met.
  • Supervised seven program staff members meeting the needs of HIV/AIDS clients in the KC Metro area.
  • Conduct annual employee evaluations to ensure that all performance standards are met by staff members.
  • Supervised six to twelve staff members, peer educators and interns during daily service provision.
  • 2012Managed, directed, trained and evaluated a student services department of 7 staff members.
  • Worked directly with all departments and staff members to insure the functionality of events.
  • Assisted in the completion of quarterly evaluations for all staff members.
  • Supervised 5-10 staff members at a time depending upon program.
  • Oversee 15 staff members in each urgent care facility.
  • Managed 100 staff members working in two different day habilitation programs across four sites.

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9. Process Improvement

high Demand
Here's how Process Improvement is used in Service Program Manager jobs:
  • Led and facilitated multiple process improvement teams related to patient safety and quality initiatives, JCAHO preparation and human resource/personnel issues.
  • Co-led management and staff Quality Improvement and Process Improvement reorganization project of Rehabilitation Services resulting in staff reductions and process improvements.
  • Identified and implemented process improvements leveraging Oracle capabilities and best practices for automation, innovation and technology upgrades.
  • Created and deployed improved staff performance reports that assess productivity and process improvement opportunities for the individual employee.
  • Provide positive role model for process improvements, provide cost/benefit analyses and facilitate implementation of changes.
  • Conceived, planned, and implemented a departmental process for managing front-line submitted process improvement ideas.
  • Identified process improvements within and between all departments and recommend/developed appropriate solutions to senior management.
  • Designed, developed and implemented world-wide programs focused on revenue growth and process improvement standards.
  • Champion customer success internally and externally and advocates for continuous process improvement across the organization.
  • Developed outsourcing vendor relationships, managed technical partnership program and defined business process improvements.
  • Recommended process improvements, analyzed wage data and provided data support for outside auditors.
  • Implemented best practices and process improvements that reduced customer delivery times and product defects.
  • Assessed service delivery processes for areas to establish process improvement mechanisms.
  • Key contributor in development process improvement for Release and Operational Management.
  • Design process improvements to satisfy customer requests and desires.
  • Process improvement development, administration, and management.
  • Championed culture of continuous process improvement.
  • Worked on rolling out new tools, systems and contribute to ongoing process improvements with the financial advisory platform.
  • Identified cycle time as a key metric to measure the success of the process improvement.
  • Developed and implemented process improvements that improved support rating by more than 18%.

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10. Mental Health Services

high Demand
Here's how Mental Health Services is used in Service Program Manager jobs:
  • Establish develop policy and procedures to facilitate integrative mental health services through medical clinics and facilities.
  • Managed agency portal system in approving billable mental health services.
  • provision of therapeutic/mental health services to multiply diagnosed individuals/couples/families.
  • Provide coordination and supervision for the delivery of mental health services for both partial hospitalization and outpatient counseling programs.
  • Directed interdisciplinary team in developing and providing mental health services to children and families.
  • Provided individual clinical supervision, including monitoring, evaluating, case planning and implementation of mental health services.

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11. Crisis Intervention

high Demand
Here's how Crisis Intervention is used in Service Program Manager jobs:
  • Facilitated behavioral health therapy and rehab groups, individual therapy, family counseling, and crisis intervention sessions.
  • Provide short-term (solution-focused conversations) counseling/crisis intervention to persons with MS and their family members.
  • Provided Critical Incident Stress Management and crisis intervention services to base and community personnel.
  • Developed and administer crisis intervention protocols to ensure effective and appropriate response.
  • Provide individual crisis intervention and case management services to veterans.
  • Provide Crisis Intervention and counseling to adults with behavior/mental disabilities.
  • Coordinated the Crisis Intervention Services Department.
  • Trained youth service staff on crisis intervention strategies according to Robert's Seven Stages of Crisis Intervention.
  • Provide crisis intervention and advocacy for clients.
  • Maintain Crisis intervention program for emergency departments in 3 Tanner hospitals as well as Piedmont Newnan Hospital.

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12. Logistics

high Demand
Here's how Logistics is used in Service Program Manager jobs:
  • Leveraged diplomatic skills to revitalize stalled dialogues with key partner nations and initiate groundbreaking logistics discussions with European Union members.
  • Coordinated contract, technical and logistics specialists to achieve customer satisfaction.
  • Manage logistics and supported multiple events and programs simultaneously.
  • Developed promotional materials and managed logistics.
  • Managed a joint-staff of 50 military, civilian and contract personnel and executed logistics & projects for global operations.
  • Simplified engineering work scope by performing a gap analysis that identified needs in engineering and logistics across the programs.
  • Managed all support staff activities including logistics, security, human resources, finance, quality assurance and payroll.
  • Served as liaison for all meeting issues related to budgeting, agenda, logistics, client feedback, etc.
  • Arranged logistics, including site locations, manpower, transportation, to initiate and implement Saturday distribution program.
  • Identified service supply and third party logistics tools and application bugs and drove root cause analysis and resolution.
  • Service interface to Engineering, Manufacturing and Logistics in driving the FCO process from inception to implementation.
  • Managed the reverse logistics and disposal of bio-hazardous medical waste for 3K national customer accounts.
  • Assist in the leadership, logistics, and implementation of the Peer Assistance Leadership Program.
  • Managed various programs for the Army and Defense Logistics Agency.
  • Hired, trained, and managed Services Logistics Coordinator.
  • Experienced in collaborating with TSA personnel, subcontractors, and OEMs to develop flexible, reliable maintenance and logistics solutions.
  • Established logistics enabling the rollout of 2,500 IBM laptops per week.

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13. Support Services

high Demand
Here's how Support Services is used in Service Program Manager jobs:
  • Conducted training needs assessments and collaborated with community to establish support services.
  • Supervised all aspects of rehabilitation and support services.
  • Provided clinical support services and drug information resources for staff pharmacists at the company's 120 domestic and international pharmacy locations.
  • Led project to re-assess Cisco operating software (IOS) value to customers to update support services offerings and update pricing.
  • Improved Customer Satisfaction and Loyalty metrics more than 5% by establishing a customer callback program for US Support Services.
  • Lead subcontractors providing phone support services to individuals required to register with FMCSA (Federal Motor Carrier Safety Administration).
  • Provided technical support and advice in all matters related to participant outreach, assessment, eligibility and support services.
  • Responded to and resolved IBM-PROD and Executive Support Services inquiries from managers and over 700 marketing representatives.
  • Monitored and maintained formula funds, special project grants and, support services budgets.
  • Coordinate assistance and support services to consumers as well as their family and friends.
  • Develop sales and customer training materials and brochures for e-Procurement and Support Services.
  • Managed youth services formula funds tracker and support services allocations.
  • Led and coached ten PS and Support Services Product Managers with Service Development Lifecycle from concept through completion.
  • Doubled the install team and support services team to increase deployments to twice the average run rate.
  • Developed training curriculum for Dell customers on Dell web site support services.
  • Program Manager, Proactive Support Services Sun Microsystems, Inc.

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14. SLA

high Demand
Here's how SLA is used in Service Program Manager jobs:
  • Interpreted and translated general policy into operational plan.
  • Created monthly events for the businesses, connecting them with resources, city services and access to information regarding legislation.
  • Ensured consistent SLA fulfillment, responding to technical issues based on severity under $8M/year technical service and support contract.
  • Lead for design and implementation of framework and content around SLA and Metrics to GSS for the MSP.
  • Consult and coordinate with board members and government officials on legislative, policy and program issues.
  • Work very close with application and product engineering to translate Burger King requirements into our platform.
  • Provide information and verbiage for annual report to the state Legislature and Judicial Council of California.
  • Created new rules, regulations and infraction calculations toward meeting SLA's and contractual obligations.
  • Experience reviewing legislation, regulations, or contract changes to determine impact for organization.
  • Identified and established the SLA, created a cook book for the engagement.
  • Provided post-Implementation support and SLA management for APAC and EMEA regions.
  • Assist with annual Public Act 653 Health Disparities Legislature Report.
  • Served as Program Director of CASA of Rock Island County.
  • Provided legislative testimony on those issues relevant to child welfare.
  • Track state and federal legislative changes affecting funded programs.
  • Provide executive client reporting and facilitate communications on availability, Helpdesk, incident and change SLA/SLO.
  • Manage compliance of affiliate program operations in Pittsburgh, Long Island, Newark and Dayton to ensure performance goals are attained.
  • Developed SLA for Professional Services and refined project plan templates for installations resulting in annual savings of [ ] annually.
  • Completed deliverables within quality standards, and achieved SLA agreements based on specified SLA definition.
  • Managed relationship with Shared Services leadership on SLAs, volumes and client satisfaction metrics.

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15. Program Development

average Demand
Here's how Program Development is used in Service Program Manager jobs:
  • Provided support for new program development; support faculty recruitment process, credentialing process and faculty development.
  • Manage the development of the product Implementation Methodology and the Professional Services Resource Program Development.
  • Worked closely with military leadership as well as ARNG in program development and sustainability.
  • Program Manager with extensive experience in program development and budget administration.
  • Create program development strategies, design innovations while managing program performance.
  • Collaborated with Directors & Management Team in program development, implementation, coordination, and evaluation of state grant contracts.
  • Act as a consultant for the customers and assist in program development based on the customer s requirements.
  • Complete quarterly reports to Pennsylvania's Department of Labor & Industry regarding program development and progress.
  • Coordinated support activities, transportation, program evaluation, program development, and direct services.
  • Explore and recommend new program development, basing proposed services on needs assessment.
  • Implement joint planning efforts for program development.
  • Program Development using best practice standards.
  • Coordinate efforts of all disciplines/consultants related to assessment and program development Ensure communication, consistency and coordination with internal/external resources.
  • assisted the Director of Community Care with program development and administration.
  • Program Contributions: * Responsible for equipment maintenance, safety procedures, and program development.

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16. Daily Operations

average Demand
Here's how Daily Operations is used in Service Program Manager jobs:
  • Executed daily operations of service department which included invoicing, accounts receivables and budgeting increasing profitability by 20%.
  • Maintain communication with medical/administrative leadership regarding daily operations and ongoing projects.
  • Executed daily operations program, including scheduling, assessing, counseling, and referring current, potential, and follow-up clients.
  • Ensured daily operations of residential homes remain in compliance with the State of Georgia regulations and UCP policies and procedures.
  • Performed assignments and supervised Direct care, Dietary and Maintenance Staff in the daily operations of the Agency and Program.
  • Managed the daily operations of the first year tutoring program for public and charter schools.
  • Managed the daily operations of a 7.9 million dollar budget (Ryan White Grant).
  • Manage the daily operations of the tax product prepaid options offered to ERO's.
  • Improved program daily operations and staffing of the program.
  • Coordinate board & Annual Meeting, and employee travel.Operational ManagerSupervise all daily operations of member services and operational staff.
  • Created workflow designs and processes to improve the County of San Diego daily operations and reporting/auditing requirements.
  • Managed daily operations and staffing of the Smoketown Learning Center, an after-school tutoring program for children.
  • Managed daily operations for the Online Billing and Payments product suites 3.
  • Manage daily operations, risks, issues, disputes (CW.
  • Perform daily operations and control check, IT support functions, and produced financial deliverables to customer.

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17. PMO

average Demand
Here's how PMO is used in Service Program Manager jobs:
  • Collaborated with Marketing and Operations while reporting to international PMO manager in the Netherlands from home-based office.
  • Prepared weekly consolidated and detailed Testing status dashboard to the PMO and executive management
  • Involved in development of implementation methodology, technical standards, policies and procedures, Process Improvement within the PMO organization.
  • Created and managed a Technology Services PMO delivering quality projects based on a practical, flexible and repeatable PMI methodology.
  • Collaborated with the Director of the PMO by creating competency documentation for IT project managers' career progression.
  • Work closely with Engineering, higher Management, PMO, QA, ERMO/RMO team.
  • Designed and published several templates for best practices within the PMO (e.g.)
  • Regulated project's PMO methodology and tool usage; continuously making process enhancements.
  • Served as PMO lead, mentoring and leading Professional Services Project Managers.
  • Recreated new global PMO environment, as lesion between IT and business.
  • Led multiple initiatives to develop Program Management Office (PMO) competency.
  • Provide mentoring, training and growth opportunities for PMO team members.
  • Provide thought leadership an Agile best practices to the PMO.
  • Developed ISO 9000 process improvement and quality controls with PMO.
  • Established processes for PMO and finance auditing team.
  • Worked as part of CSTG PMO organization.
  • Assist in establishing the overall PMO function by leading the implementation of unified software sustainment approach after recent corporate IPO.
  • Lead several cross line of business and cross vertical project/program initiatives within the lending areas of JPMorgan Chase.
  • Transferred Card Services implementation task at JPMorgan Chase to a centralized process team which increased 2 resources availability.
  • Develop processes and policies for the PMO to ensure all project managers are aligned with corporate objectives.

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18. Training Programs

average Demand
Here's how Training Programs is used in Service Program Manager jobs:
  • Hired as consultant but immediately transitioned to full-time to establish and grow simulation training programs.
  • Developed and facilitated training programs that ensure a high quality customer interaction and operational efficiency.
  • Developed and delivered training programs for new Project Managers Technical Consultants, and Contractors.
  • Developed curricula and training programs for correctional officers and other staff.
  • Conducted ongoing educational and job training programs.
  • Identify and deliver staff development/training programs.
  • Created specialized training programs statewide.
  • Conduct mock surveys to assure readiness for State surveys; prepare and conduct or arrange training programs to remedy deficiencies found.
  • Assess the training needs of the various business units, design training programs, review their effectiveness, and improve them.
  • Design, develop, implement, evaluate and revise training programs for FMWR workforce in classroom, e-learning and blended methodologies.
  • Coordinate sales training programs for all new product and service launches across Direct, Indirect, Business-to-Business and VAR channels.
  • Co-created the evaluative tools that would provide assessment information on their educational training programs for health care workers.
  • Execute action planning, develop ongoing education and training programs on key performance issues and improvements.
  • Developed training programs with local suppliers such as PPG, DELPHI and Shanghai Tire.
  • Designed social media campaigns, customer training programs to roll out these new services.
  • Formulated all procedures, training programs, and knowledge transfer requirements.
  • Assess training needs and request/facilitate the development of appropriate training programs.
  • Facilitate and participate in all staff meetings and in-service training programs.
  • Created sales training programs and communication channels for Service Sales Estimators.
  • Managed all aspects of ongoing training programs for public health nurses.

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19. Business Development

average Demand
Here's how Business Development is used in Service Program Manager jobs:
  • Promoted community and business development by establishing and enforcing telecommunications policies to ensure the highest standards of service and content delivery.
  • Key business development player in the preparation of technical and commercial proposal writing and presentation.
  • Attended community in-services with Director of Business Development in order to promote facility services.
  • Supported the business development function by initiating new business opportunities with personally established network.
  • Created contact database and tracking system for business development efforts in the educational sector.
  • Coordinated business development activities, typically managing a dozen active opportunities one time.
  • Manage business development activities in America to ensure competitive global services offerings.
  • Led business development efforts in support of regional sales executives.
  • Assist in strategic business development opportunities with partners and analysts.
  • Managed business development activities in the Central Region and Canada.
  • Program Management, Business Development and Operational Activities, Responsible for Estimation, Work Allocation for 6 different project teams.
  • Assisted in the development and implementation of the business development strategy to obtain new business for the 508 assurance service.
  • Managed a staff of 1-2people, providing extensive support to the legal, marketing and business development groups.
  • Orchestrated team and led security, spam, live-site, integration challenges, and business development engagements.

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20. Substance Abuse

average Demand
Here's how Substance Abuse is used in Service Program Manager jobs:
  • Supervised four different outpatient adolescent substance abuse intervention programs and one adolescent residential program for girls.
  • Develop and present curriculum for a one-on-one intervention with college students dealing substance abuse.
  • Managed comprehensive substance abuse and mental health treatment programs and implemented performance improvement initiatives.
  • Specialized in programming for adolescent treatment for adjudicated youth with substance abuse issues.
  • Developed and implemented substance abuse educational component.
  • Managed five in-prison substance abuse programs including the supervision of five managers and over 100 employees, clinical interns and volunteers.
  • Provide screening of cases for potential risks of domestic violence, alcohol/substance abuse and physical, sexual, or emotional abuse.
  • Monitored the development and maintenance of linkages with mental health, primary health care, and substance abuse service providers.
  • Assisted in the creation and implementation of a CSAT funded demonstration comprehensive substance abuse treatment program for Women and Children.
  • Introduced trauma informed care in the treatment of substance abuse and mental illness in the juvenile justice environment.
  • Maintained full patient load including adult individual and group therapy, substance abuse services and family advocacy issues.
  • Service facilitation for formerly homeless adult population with a history of substance abuse, and mental health diagnosis.
  • Oversee, evaluate, and advise the team regarding the delivery of mental health and substance abuse services.
  • Spearheaded the development and management of a comprehensive substance abuse assessment and treatment in the Department.
  • Participated on Board for Behavioral Health Professionals and the Albuquerque Area Inter-Tribal Council on Substance Abuse.
  • Conducted needs assessments for substance abuse, HIV and Hepatitis C prevention among young adults.
  • Provided crisis counseling client's to address depression, mental health and substance abuse needs.
  • Work directly with the Director of the Division of Mental Health and Substance Abuse.
  • Monitored an Integrated Care SAMHSA Grant of Medical and Psychiatric/Substance Abuse Services.
  • Managed OASAS's on site substance abuse assessment program.

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21. Business Requirements

average Demand
Here's how Business Requirements is used in Service Program Manager jobs:
  • Managed a team whose responsibilities were to translate business requirements into solution requirements from specification to QA verification for platform services.
  • Delivered technical/business requirements within an enterprise environment, including data mapping, data cleansing and data retention.
  • Developed business requirements for new products and services offered including financial, labor, and operational components.
  • Developed business requirements and worked with IT on architecture and development estimates for mobile phone application.
  • Assisted Product Managers and Business Analysts with development of project business requirements.
  • Conducted the collection of business requirements and process documentation.
  • Worked on PMO initiatives from a company strategic level, as well as at a detailed business requirements level.
  • Led the analysis, business requirements, and J2EE development team for XML web services registry infrastructure within Sun.
  • Review and analyze business requirements, contracts, statements of work and memoranda for accuracy, probability, feasibility and sustainability.
  • Finance Business Analyst - Analyzed, designed and documented business requirements, recommended improvements to the business process.

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22. Cloud

average Demand
Here's how Cloud is used in Service Program Manager jobs:
  • Overhauled information technology system including a migration to cloud computing reducing costs by over one half.
  • Developed system and marketing documentation for all Private Cloud components and features including competitive offering analysis.
  • Delivered efforts for initial phase of world-wide FedEx package scanning private cloud central repository file storage project at FedEx Memphis HQ.
  • Designed and supervised training activities for the transition of Agency software applications to a new cloud environment.
  • Account Management, sales, and program management for the two largest customers in JDA Cloud Services.
  • Lead in managing in coordination with Architecture team to explore End User Services migration to cloud.
  • Led program to implement new business line hosting offering - Managed Virtual Private Cloud.
  • Conduct and lead OS and application upgrades, CLOUD migrations and maintenance.
  • Managed multi-phase projects to create program efficiency in Student Services through use of technology integration and cloud-based solutions.
  • Lead Application and infrastructure (server, network and Storage devices) transformation projects for Helion cloud environment for HP Split.
  • Transformed legacy practices with Cloud Services for rapid prototyping and solution delivery to solve business issues and achieve goals.
  • Cloud Services, Saas Program Manager.

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23. Curriculum Development

average Demand
Here's how Curriculum Development is used in Service Program Manager jobs:
  • Monitored curriculum development and facilitation.
  • Participated in curriculum development/revision processes.
  • Manage multiple operations including program and curriculum development, and group and individual counseling for at-risk youth and special education students.
  • Hired and supervised personnel Responsible for training, curriculum development, and marketing Handled parent communications Responsible for center budgeting and accounting
  • Collaborated with corporate office on curriculum development, created certification review courses, and reviewed massage therapy textbooks for publishing companies.
  • Directed curriculum development, program standardization, and evaluation for program delivery to over 400 schools and community based organizations.

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24. Annual Budget

average Demand
Here's how Annual Budget is used in Service Program Manager jobs:
  • Managed approximately $8 million annual budget and forecast by owning vendor relationships to coordinate central office equipment installations.
  • Prepared and monitored comprehensive annual budgets and provided accurate and timely monthly reports to control budget overruns.
  • Managed residential program budget, monitored and adjusted expenditures monthly to stay within annual budget.
  • Managed annual budget and authorized purchase of vocational support services for brain-injury clients.
  • Developed and managed a Market Development Fund (MDF) Program for HP channel partners with an $8M annual budget.
  • Performed project assessment based on the baseline and developed an adjustment strategy to stay within the $22M annual budget.
  • Directed company's annual budget and funds allocation for operations, research and development, and general expenses.
  • Managed a combined annual budget for Credit & Collections / Universal Services in excess of $17 million.
  • Managed six direct reports and oversaw combined annual budget of ~$20 million and 186 personnel.
  • Manage the Health Services contract for 95,000 employees with an annual budget of $12 million.
  • Distribute $2.5 million annual budget and manage schedule and cost through use of EVMS.
  • Assisted in the preparation, monitoring, and evaluation of the annual budget.
  • Monitor and evaluate the annual budget and monthly expenditures of each outreach center.
  • Managed global team of 40 people and annual budget of $4 Million.
  • Provide input to CEO, CFO and board members of annual budget.
  • Plan and administered $865,000 annual budget for programs and support services.
  • Develop and execute business plan and annual budget for STAR Investment Services.
  • Prepared the division's annual budget, monthly & quarterly reports.
  • Involved following the annual budget and grant requirements.
  • Maintain monthly and annual budget for the program.

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25. Program Budget

average Demand
Here's how Program Budget is used in Service Program Manager jobs:
  • Prepare program budget, performs modifications and implements budget improvements when needed.
  • Provide oversight and facilitation of department budget and program budgets.
  • Monitored Supportive Housing Program budget.
  • Estimated and implemented program budgets.
  • Monitor and analyze databases and program budget expenditures to ensure programs meet or exceed quarterly and yearly performance measures.
  • Planned, prepared, and managed a program budget, budget requests and oversaw expenditures allowed.
  • Prepare annual program budget, monitor monthly census, revenue and expenses for the IFP program.
  • Forecast program needs, propose and prioritize program budget requests; oversee and approve program spending.
  • Monitor program budget and participate in the formulation of the Branch's biennial budget request.
  • Analyzed data, produced monthly reports on program outcomes, and managed program budget.
  • Prepare the annual program budget under the direction of the Service Area Administrator.
  • Developed, managed and tracked annual Relocation and AFAP program budgets.
  • Work closely with Accounting Manager on maintaining the 7 program budgets.
  • Maintain and work within program budget; manage petty cash account.
  • Monitor program budget, secure grant dollars to augment program.
  • Develop CB Program budgets within funding guidelines; monitor budgets.
  • Manage two program budgets of more than $1million each.
  • Manage annual operating program budget of $1.5 million.
  • Managed Social Services Program budget of over $160,000.
  • Define the program governance and manage the program budgets.

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26. Cost Savings

average Demand
Here's how Cost Savings is used in Service Program Manager jobs:
  • Evaluated and monitored patient charges resulting in a 15% increase in revenue and cost savings.
  • Identified key process changes to meeting delivery model which were implemented and resulted in cost savings.
  • Identified and implemented cost savings projects (Annual savings: $90,000).
  • Implemented strategic plan for programs, developed budgets, metrics and cost savings.
  • Directed $100K in cost savings for department.
  • Improved the cost savings and reporting process.
  • Resulted in a 275K cost savings.
  • Cost savings pending, projected to be 75K to 85K.
  • BANK ONE Project One cost savings exceeded $300M.
  • Cost savings of $200,000.
  • Utilized outsourced labor model Reduced operational costs 20%, which translate into cost savings for the customer.
  • Exceeded [ ] cost savings target for fiscal year 2011.
  • Managed nuclear services contracts in excess of [ ] * Exceeded [ ] cost savings target for fiscal year 2011.

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27. Technical Assistance

average Demand
Here's how Technical Assistance is used in Service Program Manager jobs:
  • Analyzed performance data, designed and delivered technical assistance to public and private organizations funded by the Maryland Department of Health.
  • Provided consultation and technical assistance to commitment program superintendents regarding policy, procedures, and service delivery.
  • Involved in Program review and evaluation, provides technical assistance and monitoring to assigned contract/Agency Programs.
  • Provided training and technical assistance in support of reform efforts and programmatic initiatives.
  • Created technical assistance training manuals for PREA Certification preparation.
  • Prepared and implemented Business Development Strategies for Field Management, Service Parts Engineering and the Technical Assistance Call Center.
  • Develop, coordinate, and supervise technical assistance, staffing, and support for conferences, seminars and workshops.
  • Assisted in planning and delivery of technical assistance to contractors, based on assessed areas of development.
  • Staff provided the technical assistance to the candidates through community meetings and one on one session.
  • Continue to follow-up with local teams providing technical assistance and procedural updates as needed.
  • Provide technical assistance and consultation to the six funded CLAS initiative grantees.
  • Provide technical assistance to supervisors, employees, contractors and customers.
  • Planned and implemented grant funded training, technical assistance and consultation.
  • Provide training and technical assistance to staff members and providers.
  • Provided technical assistance and identified areas of need and resources.
  • Provide technical assistance and support to the assigned program managers.
  • Provided technical assistance, consultation and training to state, city and local officials.

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28. Key Performance Indicators

average Demand
Here's how Key Performance Indicators is used in Service Program Manager jobs:
  • Coordinated weekly conference calls with external advertising partners to ensure benchmarks and key performance indicators were being successfully achieved.
  • Design and implement key performance indicators to measure program effectiveness and report results to Senior Management.
  • Established key performance indicators for the department to maximize efficiency while minimizing costs by 10%.
  • Formulate Executive Management quarterly reports for Enterprise Customer benchmarking their utility usage against key performance indicators.
  • Maintained updated intranet project site with tracking of key performance indicators (KPIs).
  • Developed communication plan, key performance indicators, business process improvement initiatives, scaling of business, staffing and productivity models.

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29. Technical Support

average Demand
Here's how Technical Support is used in Service Program Manager jobs:
  • Exemplified proficiency in rendering technical support and guidance for technicians and engineers.
  • Designed and Managed Distributor Level Technical Support and Training Certification Programs.
  • Provided guidance to technical support organization's communication team.
  • Designed the process to enable the technical support agents from all our call centers to sell hardware upgrades and services offerings.
  • Plan and coordinate special projects within the School District of Philadelphia involving technical support to over 220 schools.
  • Provided technical support for professional services sales teams at client site and in conference venues.
  • Developed programs for providing web-based technical support, resulting in a $2m annual savings.
  • Ensured the efficient and effective operation of the Dimension technical support product line.
  • Provided product training and technical support for all online payment products and services.
  • Participate as a member of product release teams representing technical support.
  • Provide technical support to head start programs.
  • Manage technical support for Web properties.
  • Led technical support personnel, interfaced to engineering, in driving the OPT process to achieve timely solutions for customers.
  • Managed the planning, development and direction of pre-sales technical support for HP Services Solution Architects within North America.
  • Provided technical support for LAN, Telecommunications, Desktop, Operating systems and business application systems.

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30. RFP

low Demand
Here's how RFP is used in Service Program Manager jobs:
  • Researched government-published RFP to identify potential business, including development and submission of proposals to management for approval to respond.
  • Managed the relationships with services vendors; including RFP/RFQ's, contract negotiations, and ensured quality of services.
  • Managed partners (contracted services) including RFP, proposal acceptance, and contract fulfillment for partner engagements.
  • Created RFP, held vendor demos, vendor negotiations and reference calls for potential ERP solution.
  • Coordinated Request for Proposals (RFP) and Request for Information (RFI) processes.
  • Worked with internal response team to determine the optimal service package for each respective RFP
  • Prepared and negotiated SOW's, RFP creation, contracts and vendor relationships.
  • Provide technical information and pricing support for customer RFP/RFI responses.
  • Prepare and evaluate RFP's, RCA's, SOI's, and IFB's.
  • Consulted for GENERAL DYNAMICS, Tyson's Corner, VA Prepared RFP Response.
  • Championed/Initiated company-wide process for Rapid Response Schedule and Data Call Templates for ID/IQ Contract Task Orders and other short turn-around RFPs.
  • Conduct in-depth research and analysis on various RFP's (Request for Proposal) to secure grant funding for the program.
  • Assisted in the completion of numerous RFPs; prepared Statements of Work and Professional Services quotes.
  • Participated in solution design sessions to facilitate the mapping of RFP requirements into the application.
  • Architected service solutions and RFP responses for sales teams.
  • Review Request for Information/Proposals (RFIs and RFPs) and write appropriate responses for potential contract award.
  • Created and presented ROMs and RFPs for business, Customer Support, Product Support, and MSIT.
  • Responded to multiple RFPs, assembled winning response teams, and led presales activities.
  • Provided detailed services pricing and implementation responses for RFPs/RFIs.
  • Prepared SLAs for RFPs and contract negotiations.

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31. HR

low Demand
Here's how HR is used in Service Program Manager jobs:
  • Initiated investigations and followed through on forgery investigations, possible fraudulent activities, payment disputes, and non-traditional client applications.
  • Developed, proposed and advocated effectively for a Customer Service Action plan that was unanimously adopted throughout the organization.
  • Streamlined and consolidated twice-monthly Soldier integration and cultural awareness program from five days to three, improving in-processing efficiency.
  • Delivered the multi-year-44,000 hrs project with a savings of 150K with substantial effectiveness and efficiency improvements on transaction monitoring.
  • Formulated and executed novel program development and revenue generation strategies to achieve targeted business objectives for three service divisions.
  • Proposed and created office support team through internal and external recruiting eliminating dysfunction and insufficient support for clinical services.
  • Lowered denials and boosted revenue through design and introduction of an administrative process for reoccurring authorization tracking.
  • Provided best practice supported employment service delivery methods through person-centered planning, advocacy, and people-first language.
  • Apply full life cycle development principals from project definition and requirements analysis through deployment and support.
  • Increased customer satisfaction through Quality and Professional performance measurements used as benchmarks for Field Service Operations.
  • Managed a secure dementia neighborhood while advancing associates through coaching, educating and encouraging team building.
  • Managed Wireless Team that was responsible for implementing and managing a consolidated wireless network throughout NIH.
  • Developed business performance strategies that increased monthly and quarterly housing placement goals throughout the region.
  • Implemented project management processes utilizing various methodologies in close collaboration with colleagues throughout the organization.
  • Increased community involvement in long-term care settings through development of professional and social partnerships.
  • Incorporated Taiwan radar technology into radar sites ensuring space surveillance capability through 2020.
  • Managed multiple client software projects from initiation through final delivery/support including training.
  • Established and fostered vendor relationships through active listening and opportunity identification.
  • Developed special programs for implementation at Career Centers throughout the Commonwealth.
  • Received positive performance scores through customer feedback surveys initiated by Verizon.

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32. Sharepoint

low Demand
Here's how Sharepoint is used in Service Program Manager jobs:
  • Managed technical delivery of collaboration and document management solutions to Microsoft's enterprise customers based on SharePoint Server product line.
  • Managed solution team through deployment of SharePoint 2013 social collaboration concepts effectively enabling information sharing securely without jeopardizing propriety information.
  • Performed testing and troubleshooting, authored training materials and provided training to staff and administrators on SharePoint.
  • Established improved review process with SharePoint site for documentation of contract decisions.
  • Created, developed and maintained the JECC Support Agreements SharePoint portal site (a major initiative).
  • Created training manuals and conducted training for staff on CMS and SharePoint.
  • Used tracking tools such as Rally and SharePoint.
  • Contract Manage all SharePoint work & resources, Change Control for major systems as well as manage programmers on other systems.
  • Converted Card Services manual implementation plans to SharePoint that provided real time visibility and a reduction of 1 full time resource.
  • Used Clarity and Sharepoint tools to manage and document project.
  • Developed a SharePoint 2013 project site with Timelines.
  • Created workflow diagrams, cost sheets, project run books and SharePoint sites to create efficiencies.

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33. Program Staff

low Demand
Here's how Program Staff is used in Service Program Manager jobs:
  • Supervised program staff and interviewed candidates for employment.
  • Facilitate weekly program staff meetings * Advocate for the agency by speaking and presenting at community events.
  • Provided training and supervision for Prevention and Education Program staff (7).
  • Hired, trained, supervised and evaluated 25 case management and program staff.
  • Provide training, supervision, mentoring, and coaching to develop program staff.
  • Participated in monthly management meetings and bi-weekly staff meetings for youth program staff.
  • Work together with program staff to manage client flow at the office.
  • Advised and consulted with variety of program staff to present recommendations.
  • Led and mentored program staff and team members.
  • Hired, trained and supervised 5 program staff.
  • Supervised, trained and evaluated 10 program staff
  • Led and managed six program staff.
  • Provide direct supervision of program staff in Kansas City, St. Joseph, Warrensburg, Columbia, and Springfield.
  • Attended program staff meetings, trainings and presentations.
  • Monitored payroll and timesheets for seasonal, temporary and program staff using PayCor and Kronos data systems.

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34. Ensure Compliance

low Demand
Here's how Ensure Compliance is used in Service Program Manager jobs:
  • Worked collaboratively with hospital administration to ensure compliance with all accrediting body agencies.
  • Reviewed marketing materials to ensure compliance with marketing strategy and corporate branding standards.
  • Monitor expenditures to ensure compliance with allotted budget.
  • Review case files to ensure compliance with agency policies, procedures, children's placement agency rules and federal laws.
  • Revised and managed the Master Service Agreement (MSA) and Amendments to ensure compliance for the MSP Vendor.
  • Served as a vital member of the facility safety committee to ensure compliance with legal mandated safety regulations.
  • Work with Department of Health survey teams to ensure compliance in Nursing Homes and Assisted Living.
  • Worked closely with internal audit group to ensure compliance of project technical and contractual requirements.
  • Monitored contract to ensure compliance with state and federal law and to mitigate risk.
  • Managed Portfolio Reports for the assigned accounts to ensure compliance to all contractual commitments.
  • Complete quality assurance audits to ensure compliance with DAODAS and Medicaid requirements.
  • Work with OCC and FED examiners to ensure compliance of major MRA.
  • Audit invoices to ensure compliance to contractual terms.

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35. Performance Reviews

low Demand
Here's how Performance Reviews is used in Service Program Manager jobs:
  • Developed direct report project managers and technical staff, prepared and delivered performance reviews, provided coaching and mentoring.
  • Acted as primary interface to establish: regular governance meetings and quarterly/annually service performance reviews.
  • Conducted annual performance reviews and determined employee readiness for promotion and compensation increases.
  • Interfaced with all leadership levels of the business to communicate project updates, performance reviews, and possible growth opportunities.
  • Hired and trained staff, completed performance reviews, maintained a positive staff morale.
  • Conduct employee annual performance reviews and set and monitor employee goals and objectives.
  • Trained, evaluated and performed performance reviews of new employees and clients.
  • Conducted quarterly and annual employee performance reviews for Direct Support Staff.
  • Implemented monthly performance reviews with Sr VP Operations and site directors.
  • Assessed employee evaluations, performance reviews, facilitated staff training.
  • Carried out annual performance reviews for all staff.
  • Handled hiring process and performance reviews.

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36. Verizon

low Demand
Here's how Verizon is used in Service Program Manager jobs:
  • Manage settlement process for compliance with policies when required for non-operational credits minimizing Verizon Business liability.
  • Collaborated with sales by presenting Verizon's Service Program and demonstrating tools available in Verizon's client portal to potential customers.
  • Acted as customer advocate in relation to the performance of Verizon products and services as well as general account management.
  • Process and Policy Changes - Identify and drive to closure issues that the customer is experiencing with Verizon.
  • Developed continuous process improvement guidelines; adopted as standard within Verizon's sales organization (~150 employees).
  • Promote the adoption of Verizon's self-service portal and paperless initiatives, including user training.
  • Serve as main point of contact in communicating Verizon activity and impacts on customer business.
  • Trained customers using Verizon portal to perform billing, repair and purchasing new services activities.
  • Account Governance for customer base of 10 companies using Verizon data and voice services.
  • Achieved customer satisfaction and loyalty, ensuring vital account revenue stream to Verizon.
  • Represented Verizon at hundreds of local and state government hearings.
  • Moved each of the customers to a better Verizon experience.
  • Award winner: Verizon Credo Award 2013 and Masters Award
  • Acted as the customer's advocate within Verizon.
  • Develop multiple technical statements of work for the implementation of various Verizon and Genuity projects which resulted in increased product absorption.
  • Take ultimate Professional Services responsibility for the Verizon and Genuity accounts.
  • Provide sizing and scoping of Cisco and Partner Professional Services projects in support of the Verizon and Genuity accounts.
  • Partner with other Verizon Program Managers to standardize procedure and toolset.
  • Managed retrofit programs in Nortel from Calgary, and Dallas with the local teams here in Nortel and Verizon Wireless.

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37. Monthly Reports

low Demand
Here's how Monthly Reports is used in Service Program Manager jobs:
  • Prepared weekly and monthly reports for administration and corporate office regarding admission activity and pertinent referral information.
  • Prepared monthly reports citing bed-days utilized, & occupancy statistics.
  • Review, approve and sign-off on weekly In-Home visit notes and appropriate clinical documentation; ensure monthly reports are submitted timely.
  • Process Weekly and Monthly reports and distribute to appropriate departments to update progress of the lease program.
  • Record accurate case notes and maintain files using ETO Software providing weekly and monthly reports of outcomes
  • Designed and published weekly, and monthly reports showing trends on issue resolution SLA's.
  • Maintain an Access database, as well as provide weekly and monthly reports.
  • Track progress of and submit monthly reports and weekly updates to supervisor.
  • Gather, analyze and edit monthly reports for internal and external stakeholders.
  • Completed classroom records and monthly reports.
  • Analyzed data and performed analysis on monthly reports to provide senior management on service level trending analysis.
  • Produced monthly reports, and forecasted necessary software developments needed to meet requirements.

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38. Developmental Disabilities

low Demand
Here's how Developmental Disabilities is used in Service Program Manager jobs:
  • Screened children and adolescents with developmental disabilities and severe emotional disturbances for placement in residential treatment and specialized foster care.
  • Conducted Social Services audits for all developmental disabilities facilities and institutions in the State of Florida.
  • Supervised 42 staff in an adult sheltered work/activity center for adults with developmental disabilities.
  • Developed, implemented and monitored activities for individuals of all ages with developmental disabilities
  • Oversee Agency Community Integration support program for people with Developmental Disabilities.
  • Worked with adults with developmental disabilities to obtain and maintain jobs and to build connections in their community.
  • Managed caseload of 30 adults with intellectual and developmental disabilities (ages 22-55).
  • Conduct evaluations of all hab-trainers to ensure correct documentation was being reported to Department of Developmental Disabilities.
  • Supported/Managed six day habilitation programs across four sites, serving 275 adults with intellectual and developmental disabilities.
  • Provide services to individuals with developmental disabilities in a day habilitation setting.

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39. Action Plans

low Demand
Here's how Action Plans is used in Service Program Manager jobs:
  • Assessed operational processes/procedures in place for critical applications and identified 142 process breakdowns/gaps and high-level remedial action plans.
  • Implemented, monitored and evaluated information security plans and instituted corrective action plans as necessary.
  • Developed action plans to achieve campus-graduate employment goals; implemented plans for individuals and for whole fields of study.
  • Completed quality assurance audits of client case files and develops corrective action plans when required.
  • Root and Apparent Cause Analysis team leader, and ensures development of action plans.
  • Be present at all state surveys and write corrective action plans; implement plans.
  • Conducted PREA mock audits and submitted corrective action plans with summary reports.
  • Developed corrective action plans for Foster Care Workers to improve job performance.
  • Created employee response and action plans for an active shooter incident.
  • Develop corrective action plans in response to audit findings.
  • Develop corrective action plans for any deficiencies.
  • Implement action plans to improve performance.

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40. Direct Reports

low Demand
Here's how Direct Reports is used in Service Program Manager jobs:
  • Manage 10 direct reports located both domestically and internationally.
  • Trained, hired, and supervised four direct reports, including group home managers, behavior analysts and case managers.
  • Developed and delivered training to direct reports and held staff accountable for delivering superior service to HP's customer base.
  • Provide coverage of cases assigned to direct reports when direct reports are unavailable.
  • Administered seven direct reports, 120 staff, and 3 project managers.
  • Develop objectives and goals for direct reports and complete annual performance reviews.
  • Directed division of approximately 60 staff, including seven direct reports.
  • Supervised, hired, trained and disciplined 10 direct reports.
  • Complete performance reviews for direct reports.
  • Hire, train and supervise direct reportstaff for all programs.
  • Direct reports 4 FTE and 1200 volunteers [ ] active volunteers per month in 60 placement locations.)

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41. Information Technology

low Demand
Here's how Information Technology is used in Service Program Manager jobs:
  • Managed development of Information Technology outsourcing project for several multinational corporations; a mining company and a software-engineering corporation.
  • Managed new and existing programs for extended service contract sales and directed information technology for the extended service business.
  • Sustained cooperation among Information Technology staff with regard to the development and implementation of infrastructure for online programs.
  • Manage & Support different applications support across ITDS (Information Technology Delivery Services) organization.
  • Cultivated relationships with Information Technology partners to prioritize departmental initiatives and negotiate for available resources.
  • Defined, launched, and managed information technology governance structure for senior management team.
  • Serve as liaison between the Information Technology and Online Business Unit Development teams.

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42. CRM

low Demand
Here's how CRM is used in Service Program Manager jobs:
  • Project managed AF&PA membership website integration with COTS and customer relationship management system (CRM).
  • Implemented a SQL Server environment to support the upgrade of a CRM tool Clientele from Microsoft Access.
  • Developed and implemented systems and processes to establish and maintain records for the CRM.
  • Remove three instances of disparate tier 2 CRM systems globally along with its infrastructure.
  • Provide the Director of College and University Partnerships with regular CRM reports.
  • Collaborate with RFL Director to build RFL/CRM communications plan.
  • Deployed Seibel CRM to 7 areas, recovering $21 MM a year in revenue leakage.
  • Served as consulting principal for web-based CRM systemdeployed to partner call center locations.
  • Key Contributions: * Led project to deploy Siebel CRM and Avaya phone integration tools.

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43. ROI

low Demand
Here's how ROI is used in Service Program Manager jobs:
  • Led/managed a cross-functional team in the successful conversion/transition of FirstChicago/National Bank of Detroit-Indiana onto BANK ONE common systems.
  • Founder Youth Volunteer Corps of Metropolitan Detroit
  • Managed the P&L to ensure ROI was obtained based upon the strategic programs established by the business.
  • Developed the program's strategy, vision, business case, cost, and ROI.
  • Assisted patients with medical concerns about Graves' and other thyroid diseases
  • Program generated an ROI under 2 years.
  • Drug Abuse Counselor - Served as a counselor for alcoholics and clients addicted to heroin, crack cocaine and meth.
  • Developed ROI projections and technology integration roadmaps in support of long-term project goals and benefits.
  • Analyzed key metrics including conversions, ROI and analytics for campaigns.

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44. QA

low Demand
Here's how QA is used in Service Program Manager jobs:
  • Implemented and managed projects providing NCQA-accredited disease management programs for multiple health plan clients.
  • Lead teams from 5 to 20 business and technology personnel that included offshore development & QA staff.
  • Team member on the 2000 Census project supporting the TQA network which supported all the call centers.
  • Coordinated testing efforts and devised extensive testing strategies with QA and Business teams.
  • Ensured QA acquisition package followed DFAR compliance, proper policies and directives.
  • Developed and implemented QA assessments, and survey tools.
  • Lead software deployment projects from planning and resourcing to software rollouts, QA, deployment, maintenance and ongoing relationship management.
  • Managed Psychosocial Counseling Component and provided training to community-based providers pre-transition and conducted QA/QI activities post-transition from state to local level.

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45. Program Goals

low Demand
Here's how Program Goals is used in Service Program Manager jobs:
  • Monitored program standards and formulated new methods of execution to effectively meet program goals when necessary.
  • Assisted in defining new program goals and objectives; assisted in establishing methods and strategies of accomplishing program goals.
  • Created, implemented, and revised student curriculum and program goals to meet program objectives.
  • Implement alternative strategies for staff to ensure that program goals can be met successfully.
  • Exceeded program goals for 2010, 2011, 2012, and 2013.
  • Managed event budgets and prepared program reports to ensure alignment with budget constraints and program goals.
  • Supervised, trained and mentored at least 1.75 FTEs; owning program goals and outcomes.
  • Ensured that yearly program goals were met and prepared quarterly reports for the funder.
  • Aligned program goals, activities and deliverables to meet company s strategic goals.

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46. Executive Management

low Demand
Here's how Executive Management is used in Service Program Manager jobs:
  • Prepared and presented monthly project status reviews to Executive Management and cross-functional leaders and drove process improvements and cost reduction initiatives.
  • Collaborate with executive management to evaluate current, future, or emerging program initiatives for effectiveness, feasibility, and cost.
  • Lead and present executive management monthly operational reviews including KPI metrics reporting, project initiatives/status reports and customer satisfaction scorecard.
  • Provided weekly and monthly PowerPoint presentations and status updates to Senior and Executive Management.
  • Communicate to executive management and stakeholders on the status of projects and initiatives.
  • Developed and communicated strategies, options and alternatives to executive management.
  • Designed executive management dashboard for regional tracking and trend analysis.
  • Developed budgets in collaboration with executive management.
  • Assisted in drafting and presenting briefing papers to CA Executive Management on policy issues.
  • Attend calibration sessions with clients and executive management staff.
  • Provided leadership, accountability to Senior and Executive Management and ownership for all aspects of the Project and Software Development Lifecycles.
  • Collaborated with development, marketing and executive management teams to strategize and evangelize strategy and architectural direction of future product versions.
  • Work collaboratively with members of the executive management team to plan, problem solve and implement continuous improvement plan.

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47. Veterans

low Demand
Here's how Veterans is used in Service Program Manager jobs:
  • Revitalized partnership with Student Veterans of America and established new partnerships with Pat Tillman Foundation and Habitat for Humanity veteran programs.
  • Managed/Directed the Veterans Justice Diversion and Trauma Recovery 5-year federal grant initiative/program.
  • Assisted Veterans/Families by conducting assessments, either in office or in home, to determine their needs and take appropriate action.
  • Conduct community outreach and build relationships with community partners, and other organizations that serve the homeless and at-risk homeless Veterans.
  • Case management for a caseload of veterans, to determine VA benefits and programs as well as community services.
  • Implemented the regional White House Veterans Opportunity to Work Act (VOW Act) workforce initiative.
  • Network with veteran service providers to assist veterans with housing, employment and training.
  • Manage / Direct Veterans Program with Community bases resources.
  • Created working relationships with the Canandaigua Veterans Administration of Canandaigua, NY and the Veterans Outreach Center in Rochester, NY.

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48. Itil

low Demand
Here's how Itil is used in Service Program Manager jobs:
  • Performed re-implementation of existing tools to conform with ITIL framework
  • Helped in the detail design and deployment of reporting, ITIL help desk process, and daily administrative functions.
  • Implemented a new set of Hewlett Packard suites of tools for Service Manager utilizing the ITIL model.
  • Led, developed, implemented, and maintained ITIL processes and standards, including Capacity Planning.
  • Received NIH award as a major contributor to the Center for Information Technology ITIL service catalog.
  • Educated users on ITIL service operations, while focusing on delivery and control process activities.
  • Managed Vision Stage activities for ITSM effort under the ITIL v3 framework.
  • Facilitated ITIL Foundations & tool training for over 150 IT employees.
  • Identified and qualified ITIL-based SaaS hosting providers.
  • Follow ITIL best practices in daily activities.
  • Develop best practices and management methodologies for Health System Support Organization using Enterprise Unified Process, CMMI and ITIL Standard models.
  • Designed and executed company's ITIL process workflow for service level management and governance model.
  • Coordinated ITIL certification and training at advanced operational levels.Selected Contributions: Utilized quarterly business reviews to sustain high customer satisfaction scores.

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49. Treatment Plans

low Demand
Here's how Treatment Plans is used in Service Program Manager jobs:
  • Developed Individual treatment plans for clients by reviewing and analyzing diagnostic assessments while effectively communicating with clients to develop personal goals.
  • Worked individually with clients to ensure they met treatment goals in correlation with their treatment plans.
  • Conduct internal chart audits, supervise intakes, and complete initial treatment plans when necessary.
  • Write treatment plans for consumers, discussed consumers treatment needs with treatment team.
  • Develop treatment plans in cooperation with the individual and his/her support team.
  • Completed clinical assessments and treatment plans for SMI clients.
  • Formulated and implemented individualized treatment plans and safety plans addressing the psychosocial needs of the individual and family.
  • Oversaw/completed assessments, treatment plans, contact notes and discharge plans; supervised all treatment components for adolescents on the units.

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50. Program Activities

low Demand
Here's how Program Activities is used in Service Program Manager jobs:
  • Coordinated program activities of Unemployment insurance.
  • Developed, designed, and managed program activities for the Community Health Needs Assessment (CHNA) line of business.
  • Maintained internal and external reporting of program activities to include screening accuracy of client information entered into the KYHMIS system.
  • Manage all aspects of program activities to serve clients of agency.
  • Program activities included: Energy use/cost & carbon emission tracking & forecasting, reducing utility consumption over 20% a year.
  • Reorganized all program activities by identifying inefficient processes, developing best-business practices, and promoted inter-office collaboration to increase program efficiency.

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20 Most Common Skill for a Service Program Manager

Service Delivery14.7%
Project Management12%
Customer Service10.5%
Community Resources8.6%
Oversight6.7%
Community Outreach5.7%
Clinical Supervision5.6%
Staff Members5%

Typical Skill-Sets Required For A Service Program Manager

RankSkillPercentage of ResumesPercentage
1
1
Service Delivery
Service Delivery
10.5%
10.5%
2
2
Project Management
Project Management
8.6%
8.6%
3
3
Customer Service
Customer Service
7.5%
7.5%
4
4
Community Resources
Community Resources
6.2%
6.2%
5
5
Oversight
Oversight
4.8%
4.8%
6
6
Community Outreach
Community Outreach
4.1%
4.1%
7
7
Clinical Supervision
Clinical Supervision
4%
4%
8
8
Staff Members
Staff Members
3.6%
3.6%
9
9
Process Improvement
Process Improvement
2.7%
2.7%
10
10
Mental Health Services
Mental Health Services
2.6%
2.6%
11
11
Crisis Intervention
Crisis Intervention
2.5%
2.5%
12
12
Logistics
Logistics
2.1%
2.1%
13
13
Support Services
Support Services
2.1%
2.1%
14
14
SLA
SLA
1.7%
1.7%
15
15
Program Development
Program Development
1.6%
1.6%
16
16
Daily Operations
Daily Operations
1.5%
1.5%
17
17
PMO
PMO
1.5%
1.5%
18
18
Training Programs
Training Programs
1.4%
1.4%
19
19
Business Development
Business Development
1.4%
1.4%
20
20
Substance Abuse
Substance Abuse
1.3%
1.3%
21
21
Business Requirements
Business Requirements
1.3%
1.3%
22
22
Cloud
Cloud
1.3%
1.3%
23
23
Curriculum Development
Curriculum Development
1.3%
1.3%
24
24
Annual Budget
Annual Budget
1.2%
1.2%
25
25
Program Budget
Program Budget
1.1%
1.1%
26
26
Cost Savings
Cost Savings
1.1%
1.1%
27
27
Technical Assistance
Technical Assistance
1.1%
1.1%
28
28
Key Performance Indicators
Key Performance Indicators
1.1%
1.1%
29
29
Technical Support
Technical Support
1%
1%
30
30
RFP
RFP
1%
1%
31
31
HR
HR
1%
1%
32
32
Sharepoint
Sharepoint
1%
1%
33
33
Program Staff
Program Staff
1%
1%
34
34
Ensure Compliance
Ensure Compliance
1%
1%
35
35
Performance Reviews
Performance Reviews
0.9%
0.9%
36
36
Verizon
Verizon
0.9%
0.9%
37
37
Monthly Reports
Monthly Reports
0.9%
0.9%
38
38
Developmental Disabilities
Developmental Disabilities
0.9%
0.9%
39
39
Action Plans
Action Plans
0.9%
0.9%
40
40
Direct Reports
Direct Reports
0.9%
0.9%
41
41
Information Technology
Information Technology
0.9%
0.9%
42
42
CRM
CRM
0.8%
0.8%
43
43
ROI
ROI
0.8%
0.8%
44
44
QA
QA
0.8%
0.8%
45
45
Program Goals
Program Goals
0.8%
0.8%
46
46
Executive Management
Executive Management
0.8%
0.8%
47
47
Veterans
Veterans
0.7%
0.7%
48
48
Itil
Itil
0.7%
0.7%
49
49
Treatment Plans
Treatment Plans
0.7%
0.7%
50
50
Program Activities
Program Activities
0.7%
0.7%

34,964 Service Program Manager Jobs

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