Service Operations Manager Resume Sample
Demond Lebsack
11598 Towne Parks,
Chicago,
IL
+1 (555) 992 7943
Work Experience
Service Operations Manager
02/2016
-
PRESENT
New York, NY
- CISSP or CISM required, or the ability to be obtain within 120 days of start
- Ensure that SLA’s are understood and adhered to, noting areas of improvement or concern
- Record agenda’s and minutes of meetings regarding technical investigations throughout the escalation lifecycle
- Demonstrates awareness of the customer’s business priorities, objectives and business drivers
- A review of outstanding and implemented changes and their net effect on the customer’s “services cape” (Group of procured services)
- Ensure minimal waiting time for each customer
- Ensure correct product handling and scanning techniques
- Ensure proper handling of all forms of tender and coupons
- Ensure proper handling of voids, refunds, and exchanges
Field Service Operations Manager
05/2012
-
08/2015
Dallas, TX
- Ensure price checks and scan error forms completed as necessary
- Authorize check cashing and ensure standards
- Ensure front end cleanliness and organization to include filling bags and keeping front
- Ensure proper handling of all service center transactions and services
- Ensure reporting and auditing practices are conducted accurately
- Report discrepancies and investigate or reconciles as required
- Ensure cleanliness and organization of the service center
Senior Service Operations Manager
09/2006
-
01/2012
Dallas, TX
- Ensure proper etiquette is used for telephone and intercom calls
- Monitor sub-servicer remittance and operational settlement processes for timeliness and accuracy. Review and approve invoices and other payments to the sub-servicer. Ensure balances (principal, interest receivable, advances) and realized losses reported by the sub-servicer are properly stated and supported. Work with Finance to ensure accurate financial reporting
- Ensure loans serviced for other (SFO) investors are serviced in accordance with the applicable investor requirements, including timely and accurate reporting, remittance and default servicing efforts. Maintain positive relationships with investors, including management of investor reviews. Coordinate with Finance for Mortgage Servicing Rights (MSR) valuations and other SFO activity
- Manage HSBC collateral and other records, including the ongoing pledge of mortgage collateral to the Federal Reserve Bank and Federal Home Loan Bank
- Request Fulfilment, Incident, Problem and Change Management
- Manage the touchpoints between these process areas, including coordination between teams, all communication channels both internally and externally to customers. Act as the custodian of the customer relationship during interaction with these process areas. Compile and disseminate the required collateral per process area
- Availability, Capacity and Demand Management
- Institute ‘Best Practice’ leadership and management principles
Education
American InterContinental University (AIU)
2001 - 2005
Bachelor's Degree in Business
Professional Skills
- Demonstrated excellent verbal and written communication skills to interface with personnel at all levels effectively
- Good team management skills, mentoring and coaching skills
- Strong interpersonal skills & problem solving skill
- Proven capability to influence cross functionally through strong communication skills and collaboration
- Highly organized. Excellent organizational skills to juggle many tasks across multiple teams without losing sight of the highest priority
- Demonstrated action as change agent, proven experience maturing an organization while delivering world class operational technical services
- Good organizational skills, time management, ability to manage multiple priorities
How to write Service Operations Manager Resume
Service Operations Manager role is responsible for microsoft, leadership, organizational, technical, development, english, reporting, analysis, training, retail.
To write great resume for service operations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Operations Manager Resume
The section contact information is important in your service operations manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Operations Manager Resume
The section work experience is an essential part of your service operations manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service operations manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service operations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Operations Manager resume experience can include:
- Assign and direct workflow to ensure excellent and timely service is delivered to meet and/or exceed the front end’s labor goals and productivity expectations
- Exceptional communication and customer service skills are required as well as advanced organization, time management, and analysis skills
- Self-motivated with strong prioritization skills
- Strong negotiation skills specially when dealing with third parties
- To have good numeric and written skills
- Significant Experience with Project management, organizational skills and attention to detail
Education on a Service Operations Manager Resume
Make sure to make education a priority on your service operations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service operations manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Operations Manager Resume
When listing skills on your service operations manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service operations manager skills:
- Good interpersonal skills and an ability to communicate effectively with both Modality engineers and customers
- Excellent written and oral communication skills in English and Dutch
- Excellent communication, influencing and presentation skills with ability to engage & collaborate stakeholders at all levels
- Strong collaboration, team building, and development skills
- Strong leadership skills and people management
- Related experience and/or training including demonstrated success managing sales teams, preferably in a call center environment
List of Typical Experience For a Service Operations Manager Resume
1
Experience For Field Service Operations Manager Resume
- Strong collaborative management style and interpersonal skills
- Developing technical & Soft skills of the service technicians & engineers of service team
- Experience in explaining complex concepts to staff members with varying degrees of experience of SaaS based products
- Managing direct reports and demonstrated leadership experience
- Experience communicating at all levels within an organization and maintain solid relationships with internal and external partners
- Proven experience of challenging conventional ideas and assumptions related to infrastructure
- Monitor, measure and modify process and process measurements to effectively and efficiently meet customer needs and business objectives
- Capable to manage several things at a time with effective prioritisation
2
Experience For IT Service Operations Manager Resume
- Experience in a leadership role and demonstrated team leadership abilities
- Proven work experience from regulated industries such as automotive, medical device, pharmaceutical
- Creativity in providing solutions to competing priorities and deliverables with short timelines
- Demonstrated track record of developing and shifting a team from a low to high performance culture
- Experience supervising and leading teams/projects
- Strong understanding of Cisco WebEx architecture and services
- Reduction in average time to fix of high priority faults, whilst improving customer satisfaction around the way these incidents are managed
- Ensure effective working relationships are in place, aligned to the Service Management team and with the business to enable a true business partnership
3
Experience For Senior Service Operations Manager Resume
- Ensure effective working relationships are in place aligned to Service Management team
- Experience in Service of electromechanical equipment, preferably within a company delivering world class service in a competitive environment
- Solid understanding of the public cloud environment: Amazon Web Services, Google Cloud, Azure
- Experience in implementing ISO
- Experience of interacting with the Clients from different nationalities specifically in the Middle East
- Experience with creating process workflows and value stream analyses (BPMN, Microsoft Visio, Draw.io, Gliffy)
4
Experience For Merchant Services Assistant Service & Operations Manager Resume
- Solid understanding of ITIL Framework, with focus on the Service Operations discipline
- Be responsible for all aspects of Currency is being undertaken and evidenced across all IT vendors
- Ten years of relevant mining industry experience
- Manage the IT Service Change Management process, including the IT Service Change Approval Board process and maintain an effective forward view of change
- Establish and maintain effective governance and reporting framework within the IT Service function
- Ensure that appropriate IT Service Capacity is being undertaken and evidenced across all IT vendors
- To have a good understanding of statistical and analytical principles and processes
- Demonstrated success as a service manager and achieving service sales goals and objectives
- Good Technical understanding of the services within the portfolio, with a sound appreciation of the associated customer journeys
5
Experience For Merchant Services Service & Operations Manager Resume
- Experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management
- Good Technical understanding of the services within the Mobile portfolio, with a sound appreciation of the associated business processes
- Direct management experience, including a salaried workforce in a call center environment
- Experience working in a system and proficient in Microsoft Office
- Direct experience managing IT Operations and Service Desk in an enterprise scale, geographically distributed environment
- Develop and Drive the adoption of APM, Synthetic, RUM, Infrastructure and Customer Experience Monitoring solutions across the organization
- Strong understanding of the IT Service Industry operations, and how the business works
- Proven abilities in managing operational change and new service introduction
6
Experience For Technical Service Operations Manager Resume
- Significant experience of successfully managing IT Service Management activities in a Financial Services regulated environment
- Experience in providing customer support over the phone and vie e-mail
- BS/BA in Electrical/Mechanical Engineering, Computer Science, Math, Telecommunications, or equivalent work experience
- Evidence of continuous learning - AWS, Azure and GCP
- Experience working with Clinical trial management and Data Sciences solutions that utilize technologies like Oracle, Informatica, SAS, etc
- Reduction in volume of Incidents through effective Problem Management
7
Experience For Service & Operations Manager Resume
- Works with Refrigeration and HVAC Field Technician Supervisors to establish required skill sets, talents and capabilities
- Experience in IT including IT Service Management (ITSM) or IT Operations
- Demonstrated track record of developing a high performance culture
- Experience in an Operational Leadership role in a customer service and/or service management environment
- EHS or QA experience an advantage
- Product evangelization and strong customer obsession
- Experience in the Operations space and with SaaS Services
- Program/Project Management experience
- Managing and driving through root cause analysis of incidents, identifying trends to prove an effective interface into Problem Management
8
Experience For Principal IT Service Operations Manager Resume
- Experience focused on Service Management, Continuous Improvement, and Analytics
- Hiring, coaching, motivating, training, evaluating and directing team members to accomplish defined goals and objectives
- Securing and extending the existing maintenance portfolio, pricing and profitability of customers
- Understanding client requirements, collecting data, delivering analysis and problem resolution
- Handling and attempting to resolve incidents and requests for customers that cannot be resolved at the Modality 3rd Line Engineer level
- Monitoring of customer environments and initiating actions to resolve issues identified
9
Experience For Wealth Service Operations Manager Resume
- Leading & managing a unit of Services Operations staff team in a dynamic, fast paced production environment
- Reviewing and helping to set the operations strategy
- Monitoring proposal activity and reviewing estimates
- Developing standards with key stakeholders and managing the team to exceed those standards
- Defining technological needs and working with teams to determine best cost, time and implementation solutions for delivery
- Understanding of business processes and flows associated with payments services, channel services and workflow / customer servicing businesses
- Leading a team consisting of 2 Field Supervisors, 8 Customer Engineers, a Branch Administrator and a Business Development Manager
- Developing solutions using serverless infrastructures - Lambda, Azure Functions, containers..
- Deploying and maintaining services through methods of automation and orchestration
10
Experience For Industry Service Operations Manager Resume
- Staffing and Managing 24/7 teams
- Extracting and analyzing data from ITSM systems to identify trends and create reports
- Coaching the technical-oriented Supervisors of today, to be customer-, service- and result-oriented Line Managers
- Dealing with complaints as well as a continuous supervision of the customer satisfaction
- Managing the team of Support Engineers in the Colorado Springs office
List of Typical Skills For a Service Operations Manager Resume
1
Skills For Field Service Operations Manager Resume
- Strong in data analysis and Excel and prior experience using Salesforce.com or other CRM system
- Ensuring participation in the technical training program and development of required skills
- Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management
- Demonstrated ability to provide direction and working as part of a team of professionals, with particular experience working within Project lifecycles
- Good forecasting, cost modelling and financial analysis experience
- Professional approach to all activities; able to act as an ambassador for the team using formal presentation skills
- Demonstrated ability to build and maintain effective working relationships across all levels
- Demonstrated experience in executing strategies
2
Skills For IT Service Operations Manager Resume
- Good Technical understanding of the services within the portfolio, with a good appreciation of the associated business process
- Strong relevant experience in a customer facing service delivery role in the Marine industry
- Supervisory experience in managing a multi skilled service team across regional and international boundaries
- Problem solving and people coordination skills are required
- Work effectively under pressure to meet tight deadlines and goals while keeping momentum needed to drive initiatives to completion
- To possess skills in influencing and negotiation methods and techniques
- Leading and developing the spares and service team, providing people leadership, delivery performance, priority setting and motivating the team
- Developing service strategies, as well as identifying and implementing improvements to support increased service operational efficiency and effectiveness
3
Skills For Senior Service Operations Manager Resume
- Reviewing manufacturing resources, like plans and schedules, and coordinates between departments and facilitates, good communication between departments
- Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement
- Experience in management of operational and technical staff, including recruitment, development, training and motivating staff, dealing with disciplinaries
- Experience developing and implementing, or managing Incident and Problem Management processes
- Experience developing and implementing, or successfully managing Service Level Agreements (SLAs) for customer support and service availability
- Experience with related industry equipment (crushing/screening, tunneling and surface drills)
- Experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success
- Experience with Microsoft Excel (data entry, reporting, sorting/filtering)
4
Skills For Merchant Services Assistant Service & Operations Manager Resume
- Experience with monitoring, controlling, and operating computer equipment
- Experience with planning, organizing, and managing O&M activities
- Develop an effective team by providing ethical leadership, training, coaching and development
- Experience tackling complex problem-solving working with cross functional teams
- Experience with managing Flex core-banking apps
- ITIL trained with previous experience of creating and implementing ITIL aligned policies and processes
- Experience in resolving customer problems in a managed service and performance-based environment and/or meeting service level agreements
5
Skills For Merchant Services Service & Operations Manager Resume
- Experience or familiarity with using ITSM Suites (preferrably ServiceNow) and producing ad-hoc reports
- Experience managing people, including HR responsibilities
- Strong initiative in developing and improving systems and procedures
- Previous experience with and accountability for overseeing and managing a budget
- Coaching, mentoring, supervisory or management experience
- Coaching, mentoring, supervisory or management experience required
6
Skills For Technical Service Operations Manager Resume
- Experience of team leadership - staff development, mentoring and learning
- Experience of delivering and maintaining code defined infrastructures
- Experience supervising or leading teams
- Experience leading and motivating a diverse, technical workforce
- Good understanding and working knowledge of ITIL principles of incident, problem and change management
- Extensive knowledge and understanding of the technologies that underpin our services and experience working in an agile environment
- Experience managing Enterprise IT Deliverables (Architecture, IT Operations/Engineering, ITSM, PMO, etc)
7
Skills For Service & Operations Manager Resume
- Experience using business analytics tools (Tablaeu, Greenblum, etc) and SQL/JQL/Data Modeling
- Maintains quality standards by ensuring effective supervision and inspecting job sites
- Experience managing and improving service availability and capacity management in a network environment
- Solicit and readily accept constructive feedback while maintaining an effective working relationship with peers
- Experience of managing an ITIL based Service Operations function including Service Desk
8
Skills For Principal IT Service Operations Manager Resume
- To have a good understanding of available and emerging technologies
- A full understanding and support of the growth plan for News UK and News Corp EMEA, supporting operations efficiency and effectiveness
- ‘In-post’ experience spanning a number of the Service Management principles
- Service Operations/Service management experience managing shared/MW services
- Financial background and strong understanding of Finance background
- Experience advising on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives
- Experience facilitating collaboration between stakeholders who have diverse objectives
- Experience analysing requirements and advises on scope and options for continuous operational improvement
9
Skills For Wealth Service Operations Manager Resume
- A professional who can provide examples of transforming end user experience within a global company
- Experience developing service operations strategies and improvements
- Experience defining operational requirements for new and updated technology projects
- Proven track record of delivering results in Service Management disciplines
- Experience leading teams
- Claims processing experience
- Experience with Microsoft Word (create new, edit pre-existing documents)
- Solid understanding of computer systems (hardware/software), networks etc
- Experience managing information technology budgets
10
Skills For Industry Service Operations Manager Resume
- Experience in reporting on a variety of business processes and technologies used in service delivery
- Experience with flexible solution design for new and emergent reporting requirements
- Experience in adapting to new technologies rapidly
- Regulatory: Experience working within a rigorous quality system environment (ISO, FDA cGMP/QSR)
- Experience in working with teams in multiple global locations
List of Typical Responsibilities For a Service Operations Manager Resume
1
Responsibilities For Field Service Operations Manager Resume
- To ensure that all customer complaints are dealt with both speedily and effectively, referring any unresolved problems to senior management
- Two years’ experience in a similar Customer Service role, or strong desire to move from Science role to a more Customer focused role
- Ensuring that IT country managers and their teams are tracking, prioritising and pro-actively resolving any IT service issues which exist in stores
- Strong work-ethic and commitment to meeting deadlines
- Demonstrate the ability to handle pressure situations with clarity, focus and professionalism at all times
- Meet regularly with external customers to maintain effective customer relations
- Strong advocacy of all company vision and/or initiatives
2
Responsibilities For IT Service Operations Manager Resume
- High priority incident and problem resolution as required
- Experience in Process Control/Initiatives on compliance
- Good computer literacy (MS Office, MS Project)
- Experience in manufacturing practices and management
- Computer-based production planning experience
- Experience managing service operations, as a service manager, against SLAs on a DoD TO/contract on a CPAF basis
- Multi-site management or equivalent HQ project leadership experience in a distributed operations environment
- Being a shift manager, Ownership of the performance of all sub-groups during its shift as per the defined and agreed KPIs and SLAs
3
Responsibilities For Senior Service Operations Manager Resume
- Managing and developing the people, service offerings and capabilities consistent with identified customer needs and product technologies
- Developing and enhancing the overall relationship with customers that lead to constructive and profitable business partnerships
- Collaborating with contracts team to satisfy resourcing requirements
- Working closely with Product Line Managers to plan and provide training for new products
- Managing vendor relations and continuous improvement programmes
- Monitoring production standards used to make estimates
- Participating in preparation of the annual operations department capital plan
- Leading the IT Support Operations team globally to proactively provide support to the organization
4
Responsibilities For Merchant Services Assistant Service & Operations Manager Resume
- Working with department leads to understand their business needs as it relates to IT and technology needs
- Liaising with 3rd party vendors on a deep technical level where required
- Running a service desk or service organisation, preferably across a wide geography
- Monitoring quality of product / service
- Commissioning new systems/features
- Coordinating “Make Versus Buy” decisions across the B&W plants and supplier base
5
Responsibilities For Merchant Services Service & Operations Manager Resume
- Establishing department interfaces to resolve quality, method, material, cost, schedule and procedure issues
- Ensuring implementation of appropriate financial controls
- Managing resource utilization within agreed targets
- Ensuring customer satisfaction within area of primary responsibility
- Managing resources to deliver internal projects and customer projects on time and within budget
6
Responsibilities For Technical Service Operations Manager Resume
- Managing resources to meet utilization targets and capacity requirements
- Providing input into strategic plans for the continued expansion of services and capabilities within the area of responsibility
- Managing cost base in accordance with budget
- Reporting to Regional Service Manager
- Organizational Review process, including performance management, succession planning and on-going talent development
- Interacts with external customers, including speaking with customers, monitoring performance reports and communications
- Manage performance of team and individuals appropriately, holding 121’s & monthly Team Meeting
- Focuses on individual and team performance towards achieving goals and linking them to the unit’s goals
7
Responsibilities For Service & Operations Manager Resume
- Assists in directing individual and team resources towards achieving the unit’s goals
- Manage all aspects of talent management, including talent selection, hiring, talent development, PMD processes, PIP’s and terminations
- A foundation of technical knowledge spanning AV, Networking & Communications, ERP Systems (SAP), Digital and Point of Sale
- Continually improve procedures around call management; engineer dispatching, records management and invoicing
- Develops manpower schedules and loading to ensure contract and construction work completion and labor leveling
- Assist Operations team in formulating and executing service improvement plans
- Participate in technical and program reviews at varying levels with management and customers, including review of subcontractor involvement
8
Responsibilities For Principal IT Service Operations Manager Resume
- As a member of the leadership team, responsible for participating in annual operating plan preparation
- Continue analyzing the KPIs for introducing trends
- Responsible for ensuring close working relationships are established and maintained with peers in Technology as required
- Manages development, implementation and on-going execution of the Incident Management Process (including Escalation Procedures)
- In-depth knowledge and understanding in one or several of the following domains
- Provide ongoing management, coaching, and development of center staff
- Manage and support applications / services to meet the needs of a defined business area, including providing technical support to the Business and IT
9
Responsibilities For Wealth Service Operations Manager Resume
- Land and establish new ways of working in a growing organisation
- Lead projects as required ensuring the continuous improvement of service delivery in line with business requirements
- Provide relevant and appropriate reports for stakeholders against metrics and issues that are impacting
- Lead projects as required ensuring continuous improvement of service delivery in line with business requirements
- Selection of personnel, training and continuous qualification of the employees
- Provide client specific training to the team
- Support Projects representing Claims (Customer Journey Reconciliation)
- Respond to questions from Account Management Team regarding Claim payment and the MCE
10
Responsibilities For Industry Service Operations Manager Resume
- Train Account Management Team regarding Claim Research
- Provide updates and training when needed for System Enhancements, 411 Updates, and Macros
- Create USNAS specific Job Aids and Training Materials
- Drive process discipline through the end to end customer service delivery chain including Customer care and field operations
- Install a high performance culture in the team with a focus on safety, team work, service excellence and ownership for resolving customer issues
- Maximize revenue and profits within service operations using the Grundfos service personnel and Authorized Service Partners where appropriate
Related to Service Operations Manager Resume Samples
Event Operations Manager Resume Sample
Work Experience
• Assists in the sales process and revenue forecasting for customer groups
• Up-sells products and services throughout the event operations process
• Forecasts group sleeping rooms and event revenue (catering and rentals) for all the groups/events
• Works...
Professional Skills
• Strong communication skills. Organizationa...
• Demonstrated experience in managing extern...
• Strong analytical & financial skills. Deep...
Operations & Service Manager Resume Sample
Work Experience
• Create and deliver new user training via the development of wiki’s, PowerPoints, and knowledge management systems
• Or professional experience supporting a sales and service environment
• Expert-level proficiency in PowerPoint, Outlook, SharePoint, MS Word, Access and Excel
&...
Professional Skills
• Exceptional communication skills, well-dev...
• Excellent oral and written communications ...
• Strong analytical skills and ability to co...
Shift Operations Manager Resume Sample
Work Experience
• Maintain an equipment structure to accomplish the departments’ mission in a safe and effective manner. Make recommendations regarding racking, space and equipment to ensure the safe transport and storage of all materials
• Recommend and implement distribution center policies and programs that guide...
Professional Skills
• Strong managerial skills with demonstrated...
• Lead and foster a team environment, utiliz...
• Demonstrated consulting skills
Business & Operations Director Resume Sample
Work Experience
• Build and sustain collaborative and productive relationships with other functional areas such as front office businesses, IT, HR, COE, LCD, etc.
• Implements appropriate systems and internal controls to adequately safeguard the YMCA’s financial resources and to provide a solid basis for accurately ...
Professional Skills
• Strong analytical, communication and probl...
• Excellent communication skills, experience...
• Strong written and oral communication and ...
Technology Process Resume Sample
Work Experience
• General knowledge of the large corporation IT landscapes, preferable Philips and in depth specialist knowledge on the applications or application components of your domain
• Knowledge of ITIL processes or a proven track record in IT Service Operations
• Knowledge of what it t...
Professional Skills
• Good written and oral communication skills...
• Proven leadership skills, ability to build...
• Strong experience of operating, communicat...
Process & Controls Resume Sample
Work Experience
• Continuously assist in the identification of process improvements
• Work closely with stake holders and technical subject matter experts to ensure process improvements account for all points in the end-to-end process
• Identify and build consensus on requirements while managi...
Professional Skills
• Strong technical skills and in-depth exper...
• Proven experience in leading a technical a...
• Very good organizational skills and struct...