Senior Service Manager Resume Sample
Brayan Crooks
24581 Bradtke Crescent,
Philadelphia,
PA
+1 (555) 569 4859
Work Experience
Senior Service Manager
09/2016
-
PRESENT
Houston, TX
- Lead a global diverse team, unique within the HSBC Group
- Answers queries and handles requests related to functional area which includes significant problem solving and judgment
- Follows established policies and a procedure related to functional area and complies with established methodologies and quality standards
- Only escalates issues requiring advanced expertise or knowledge about the broader business impact of decisions
- Identify and manage relationships with key stakeholders and build a broader network map, incorporating relevant departments within Global IT and the adidas Group in order to deliver and embed the projects/programs
- Actively manages stakeholder relationships, especially with business partners
- Addresses queries and resolves issues for internal / external customers while ensuring service standards are met
Senior Service Manager, Major Incident
09/2011
-
04/2016
Phoenix, AZ
- Ensures compliance with company policy and procedures and regulations in functional area
- Prepares communication materials, manuals, and other written materials related to functional area
- Promotes and contributes to team-based approach in completing tasks and meeting internal and external stakeholder needs
- Provide guidance to more junior positions
- Acts as a communication linchpin with the team
- Participates in quality, regulatory and compliance training in order to meet performance targets
- Promotes an environment that supports diversity
Senior Service Manager Southeast Asia & Oceania
04/2008
-
06/2011
Phoenix, AZ
- Global Channel Operations – to include global security token management, monitoring HSBCnet clients against regulatory policies such as OFAC, management of Staff Hexagon
- Responsible to comply with the HSBCnet Security & Controls guidelines, adhere to regular certifications and participate in improving internal control infrastructure
- Escalate all service or operations failures
- Transition & Change Management Processes
- Problem & SLA Management Processes
- Lead day-2-day operations of global BI platforms according to defined SLA’s
- Ensure SLA execution
- Coordinate and use resources involved in KSR, including external consultants and Infrastructure counterparts
Education
California State University Channel Islands
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Knowledge of revenue management concepts, processes and strategies such as average daily rate, revenue per available room, sales cycles and trends, account management, pricing and inventory management. Skill in using a Yield Management system and interpreting pricing and inventory reports
- Strong problem solving and team building skills as well as the ability to successfully implement solutions are required
- Demonstrated problem solving and team building skills as well as the ability to successfully implement solutions
- Proven customer service experience and being a strong technical communicator
- Excellent verbal and written communication skills in the English language using the telephone and in person
- Proven problem solving skills, initiative and an ability to multi-task
- Proven track record and knowledge of Custody and Funds Services processes across Custody, Fund Accounting, Middle Office and Transfer Agency Skills
How to write Senior Service Manager Resume
Senior Service Manager role is responsible for travel, negotiation, organization, leadership, solutions, building, manufacturing, retail, finance, training.
To write great resume for senior service manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Service Manager Resume
The section contact information is important in your senior service 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 Senior Service Manager Resume
The section work experience is an essential part of your senior service 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 senior service 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 senior service manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Service Manager resume experience can include:
- Lead and manage to successfully deliver global and x-functional projects/programs, end-to-end, ideally through applying PMI methodology effectively
- Work effectively in a cross functional team and proactively educate and share knowledge with colleagues to assist in their understanding and development
- Prior experience providing post sale support to large enterprise customers
- Assembles project delivery teams, appoints team leaders, balancing mix and skills sets of associates to meet project demands
- Experience in administering and managing Statements of Work and SLA’s, ensuring the SLAs and KPI’s are achieved as defined in SOW
- Proven ability to manage customer relationships at both working and executive levels in large corporate customers
Education on a Senior Service Manager Resume
Make sure to make education a priority on your senior service manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior service 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 Senior Service Manager Resume
When listing skills on your senior service 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 senior service manager skills:
- Motivator with effective human relations skills
- Strong organizational skills, ability to multi-task and driven for results
- Excellent oral and written communication skills with attention to detail
- Demonstrate consistent technical accuracy and analytic skills
- Strong communication skills (both verbal & written) focused on customer service
- Good Interpersonal Skills, Adaptive, Initiative, people management and ability to identify and align business opportunities
List of Typical Experience For a Senior Service Manager Resume
1
Experience For Senior Service Manager, Major Incident Resume
- Maintain high occupancy levels through support of and participation in maintenance activities and effective motivation
- Accountable for reviewing and improving the processes used by the clients business to access the services, ensuring that they meet the needs of the business
- Owner of BI housekeeping processes/procedures including management of external service providers
- Focus on improving challenging client relationships
- Accountable for identifying service issues, new opportunities and service improvement requirements and taking steps to get those addressed
- Drive & Own Cross-Functional improvements regarding systems, processes and applications
- Manage stakeholders, including senior management at ADP
2
Experience For Hiring Experienced Senior Service Manager Fortune Company Resume
- Build and maintain high performing teams
- Act as a main facilitator if escalations arise for outstanding issues
- Support the Head of Service Management to drive business transformation including processes and cultural changes required to move the business forward
- Provide customer training and presentations, where appropriate
- Accountable for all services delivered to the client by Engineering Operations, Online and the Aurora technology providers
3
Experience For Senior Service Manager Southeast Asia & Oceania Resume
- Provides feedback to Principal Service Managers on the status of the business, the services and to what extent the services are meeting business needs
- Ervice management and customer interfacing role
- Review and approval monthly invoicing for Funds Operations
- Ensure appropriate definition and execution of budget required for KSR
- Lead regular BI system audits/health checks & subsequent action plans to improve system performance & stability
- Single Point of Contact for cross-functional BI activities in close cooperation with Infrastructure teams (like SAP Basis) and application owners (e.g. patching strategy, SAP Note management, OSS Calls)
4
Experience For Gcg-senior Service Manager Resume
- Provide consulting services to business & IT stakeholders regarding best practice designs or constraints related to Bi operations
- Support BI projects to ensure successful project delivery and smooth handover into operations team
- Form and lead multi-functional project team resources (internals and externals) to deliver and support projects and programs
- Partner with the internal IT Supplier Management department in order to manage external suppliers (e.g. conduct interviews, financial management of external supplier costs)
- Oversee and resolve any escalations in application operations to ensure that GIT targets and KPIs are achieved. Collaborate with application operations responsible in regards to service level management and improvements, depending on business needs
- Be responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
- Establish & track key financial & performance metrics
- Presents product / program strategies, technical road maps, risks and recommendations to senior leads across GE
- Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
5
Experience For Senior Service Manager Resume
- Troubleshoot technical problems and engage technical teams where appropriate to assist
- Focus on NPS for client base and drive improvements in this metric
- Be visible to our clients, in terms of site visits and off site meetings where appropriate
- Ensure the delivery, time frames and quality of TalkTalk Business products and services are provided to meet customer/partner requirements and expectation
- Represent the customer in line with business objectives and contractual obligations
- Identify & contribute to required service improvement ideas to improve processes
6
Experience For Senior Service Manager, Major Incident Resume
- Responsible for conducting regular Service Reviews, which includes accurately monitoring, documenting, tracking and presenting the service performance against contractual SLA’s
- Ensure continued quality of service is assessed and monitored against customer expectations and to aid retention and encourage business growth
- Contributing to the further development of OTG’s processes and policies for delivery of the BBC’s Online services, whilst ensuring that the aspirations of the BBC Digital software development community and other BBC content groups served can be operationally supported
- Participates in recruiting, interview and resource selection including people development, training & certification
- Active collaboration with Sustaining Engineering and other business units as required
- Highly analytical in problem solving with the ability to apply innovative thinking
- Mentor and technically guide the project leads and team members in meeting the SLAs as per the Statements of Work and preparing SLA reports
7
Experience For Hiring Experienced Senior Service Manager Fortune Company Resume
- Develop and Maintain Operational metrics for Support organization including but not limited to case management, Knowledge and Self Service
- Is the direct reporting manager for all technical resources within his group, and recommends promotions, merits, and required HR actions
- Administrative activities like ERP, PSA, ADP, GHRTC, etc. for direct reports including expense management
- Responsible for field execution
- Responsible for team operational schedules, hours of coverage, on call, etc
8
Experience For Senior Service Manager Southeast Asia & Oceania Resume
- Acts as primary point of offshore contact with the customer and with the assigned Service Manager
- Ensure weekly, monthly and quarterly deliverables are achieved and reviews all customer roadmaps to ensure both tactical and strategic impact can be achieved
- Deploys processes and ensures teams comply with standards of delivery
- Oversees technical delivery and acts as a mentor as required to advance technical knowledge within teams
- Administers performance improvement plans when required for both projects and resources
- Labor Management Provides leadership, training, development and oversight to a self-directed management team assigned to the branch (es) to include the Service Manager, Shift Supervisors, Technicians In Charge, Customer Service Coordinators and Technicians
- Partner with the Sales Team to ensure proper scoping of prospective new business opportunities and identify opportunities for growth within existing customer base
9
Experience For Gcg-senior Service Manager Resume
- Financial Management Develop and manage budgets as well as implementing cost control measures related to maintenance operations budget and location P&L statement to meet short and long term financial goals
- Quality Management complex quality planning by developing corrective action and counter measures to operational quality issues
- Oversight and exception management of Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation
- Ensure all vehicles have required specifications in SAM. Oversight of Parts Inventory management, policies and procedures
- Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized. Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list
- Lead breakdown root cause analysis, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center
- Financial Impact Responsible for over 601 Truck Equivalencies
10
Experience For Senior Service Manager Resume
- Directly involved in strategic Labor Planning by evaluating incoming work and allocating resources, balancing shift schedules, establishing operating hours, and level loading work load to maximize efficiency and productivity
- Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours. Oversee the execution of the Workflow Management process
- Quality Management Directly involved in strategic quality planning by developing corrective action and counter measures to operational quality issues. Oversight of Quality Inspection of PM & repairs, including In Process Reviews of non-PM work
- Financial Impact Responsible for 371 - 601 Truck Equivalencies
- Responsible for annual net maintenance expense of up to $3M
- Be accountable for the relationship with assigned client stakeholders, near and at the ‘coal face’
- Support the Principal Service Assurance Manager for the assigned client group
- Collaborate with fellow Senior Service Managers to support the wider BBC customer community
List of Typical Skills For a Senior Service Manager Resume
1
Skills For Senior Service Manager, Major Incident Resume
- Influencing and negotiating skills with the ability to drive your cause to get the best outcome for the customer
- Typing/Basic Computer skills (MS Word, Outlook)
- Demonstrated experience leveraging value by implementing new technologies, improving service levels and reducing costs
- Good experience in fire engineering or fire fighting
- At least three years of experience as a line manager and provide evidence of having the ability of being a motivator and mentor
- Property maintenance skills including basic knowledge of tools, sales and customer service is required
- Experience in IT, the last 3 in a middle management capacity. Multi-disciplined IT experience with emerging technologies
- Analytical, reasoning, and negotiations skills
2
Skills For Hiring Experienced Senior Service Manager Fortune Company Resume
- Prior experience in Level 4 service management
- Consultative, Project and Account Management skills are required
- Advanced negotiation skills, ideally gained in a challenging and complex environment and with multiple parties involved
- Developing a vision for the new function and engaging with service owners to proactively identify opportunities for improvement in customer experience
- Identifying opportunities for improving customer and client experience, improved control environment or optimising cost base
- Leading/managing, coaching, and mentoring experience in the application support area
- Previous experience working working in an operational, service management or technical consultancy role in an enterprise environment
- Property management maintenance experience, including 1+ years expereince maintaining 200 units required
- Proven ability in leading service organizations within a medium to large scale company, providing support to equipment customers
3
Skills For Senior Service Manager Southeast Asia & Oceania Resume
- Customer centric, maintaining strong working relationship with customers
- Practical experience of business design and customer journey management e.g. requirements, operational designs, testing, training, QA, etc
- Understands decisions, priorities and relevant efforts to appropriate levels of staff/resources regarding requests and initiatives
- Three years Marketing Communications experience
- Have experience managing technical services in medium or large scale organisations
- Proven track record and knowledge of Custody & Funds Services processes across Custody, Fund Accounting, Middle Office & Transfer Agency
- Experience in IT infrastructure and tooling
4
Skills For Gcg-senior Service Manager Resume
- Experience of developing best practice processes, policies and procedures for functional area
- Previous experience in sales/marketing would be an added advantage
- 15 years previous military experience working with maintenance and management on defense vehicles
- Problem solving capabilities and demonstrate integrity
- Extensive years’ working experience in financial services and in Custody Operations
- Proven track record and knowledge of Custody and Funds Services processes across Custody, Fund Accounting, Middle Office and Transfer Agency
5
Skills For Senior Service Manager Resume
- Extensive years of working experience in financial services with Funds Services Operations
- Able to work independently and systematically, understand responsibility, maintaining good coordination with customers and internal department
- Assist in prioritizing key incident or quality issues for technology teams
- Customer-facing experience, preferably in a service management or custom application delivery role
- Experience of working with Supplier Management functions to agree and deliver common goals
- Initiatives that drive increased skilling of team and utilization
6
Skills For Senior Service Manager, Major Incident Resume
- Technically strong and able to perform technical planning and review
- Previous experience in BI tools, distribution and inventory optimization
- Executes services based on priorities
- Experience managing / leading teams with multiple direct reports
- Proven success as an operational and technical team lead
- Expert in time management, prioritisation
- Technical service experience including 5 years management role in medium or large manufacturing field, especially in equipment industry
7
Skills For Hiring Experienced Senior Service Manager Fortune Company Resume
- Broad product-specific spectrum and extensive experience in the service business
- Provide effective leadership, direction, management and oversight to circa 50 payroll specialists through your team of 5 Service Team Managers
- Experienced in tools such as CRM, Knowledge Base and ACD systems
- Proactively manage clients through the provision of excellent customer service
- Management experience required
- Work to make the living experience, particularly the first and last impressions, of the highest quality
- Ensures TOPS plan is prioritized based upon breakdown, rework, and running cost trends
8
Skills For Senior Service Manager Southeast Asia & Oceania Resume
- Engineering including reviewing &modifying schematics, developing PLC, SCADA and Drive software
- Overseeing the performance of service providers, including assessing cost, SLA and control performance and for assuring that remediation actions are taken
- Engineering appraisals on rotating and control equipment for mining excavators
- Training sessions for customers on rotating and control equipment for mining excavators
- Challenging and Problem Solving
- Understanding of the consumer lending operational and technology environment
- Utilizing Nuance’s in-house content management tools to build dialog flows and implement reporting changes
- Demonstrating a commitment to safety, integrity and relevant legislation for the mining sector
9
Skills For Gcg-senior Service Manager Resume
- Planning the appropriate level of operations resources to prevent and restore technology failures via knowledge based recoveries
- Acting as the primary contact and escalation for operations
- Acting as the primary contact and escalation point for critical outages
- Willing to travel extensively within India and outside India to carry out assigned service / project task
- Ensuring that the operations and technology (O&T) services received from internal service providers are aligned to and support the BUK strategic objectives
10
Skills For Senior Service Manager Resume
- Managing relationship between our Service Management and Service Company
- Identifying opportunities to grow the business via customer relationships and industry network
- Developing GE2GE and GE4GE opportunities
- Understanding Telco governance
- Managing contractor support resources and acceptance of services of contractors
- Supporting the Service Management Director to oversee the delivery of the Structural Reform Programme across the relevant functions
List of Typical Responsibilities For a Senior Service Manager Resume
1
Responsibilities For Senior Service Manager, Major Incident Resume
- Strong technical background, problem solving and team building skills as well as the ability to successfully implement solutions are required
- Eight or more years of maintenance or other relevant work experience. Management experience required
- Demonstrated track record of effective results oriented tasks
- Appropriate service account management (site management) capabilities are established at each key site, together with required technical skills
- Related experience, including people leadership
- Prince2 or ITIL accreditation or experience and understanding of the ITIL Service Management principles
- Experience of running both a reactive and proactive problem management function
- Promote the Grundfos brand, its products and services and when necessary demonstrate and instruct in their uses
- Strong knowledge in mechanical or electrical services
2
Responsibilities For Hiring Experienced Senior Service Manager Fortune Company Resume
- Excellent command in English language (oral and written)
- Establishes good rapport within a multicultural environment
- Demonstrates integrity, inspires trust, avoids conflicts and develops partnerships with co-workers to deliver the best customer service
- Does not operate through hidden agendas
- Demonstrates consistency between what they say and what they do
- Good knowledge of products, customer’s IT systems and applications, domestically and/or globally
- Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages
- Strategies for effective global support are developed, agreed and executed
- Extensive experience within a related industry
3
Responsibilities For Senior Service Manager Southeast Asia & Oceania Resume
- Partner across products and services teams to provide holistic, end-to-end experiences that Guest/Team Members desire
- Proactively shares opportunities to improve efficiency and effectiveness of their area
- Proactively shares opportunities toimprove efficiency and effectiveness of their area
- Good level foundation of Australian Telco technical knowledge to understand Fixed and Mobile products
- Ideally some form of Leadership experience in Network or a Product background
4
Responsibilities For Gcg-senior Service Manager Resume
- Proven ability to manage relationships, influencing and negotiating outcomes and adopting a flexible approach where necessary
- Good verbal and written communication capabilities for conveying information to Team and Senior Managers
- Define and uphold service levels and incident priorities
- Driving efficiency and productivity in the technology operation center
- Leading the longer term on-going management, governance and oversight of all Business Banking supplier relationships (both internal and external)
- Managing Client inquiries and requests in a timely and professional manner
- Create an organizational learning environment through advocating and supporting lean thinking, continuous improvement activities, mentoring and/or coaching
- Proficiency in the use of Microsoft applications including Word, Excel and SAP and an aptitude for learning and applying new systems and programs
5
Responsibilities For Senior Service Manager Resume
- Fair understanding of budgeting and costing with ability to read and understand technical contracts and terms and conditions
- Responsible for ongoing identification of product and sales opportunities, supporting revenue growth and addressing potential revenue leakage situations
- Keep informed of market conditions, understand competitive pricing, and utilize appropriate marketing resources
- Be accountable for improving and maintaining high client satisfaction scores (VOE, Temp Check, Ad Hoc)
- Is involved in strategic quality planning by developing corrective action and counter measures to operational quality issues
- Deep understanding of the consumer lending regulatory environment and requirements
- Commission rotating and control equipment on upgrades and new mining excavators
6
Responsibilities For Senior Service Manager, Major Incident Resume
- Project management, reporting and billing as required
- Consistently strives to delight customers, anticipating needs and exceeding expectations
- Deal with clients locally and globally. We deal with some of the leading cutting edge global Telco organisations
- Act as a focal point for all support related queries and issues, including handling customers’ escalations
- Review and raise resource requirement. Responsible for resource forecasting and planning
7
Responsibilities For Hiring Experienced Senior Service Manager Fortune Company Resume
- Serve as a resource in the development and communication of more efficient methods of maintaining the apartment community
- Remain informed and aware of conditions that could have an impact on the ability to maintain a quality living environment for our residents
- Set the standards and instil a culture of exceptional client service across the Service Mgr. teams and wider CFS Operations BAU teams supporting the client
- Oversees quality inspection of PM & repairs, including in-process reviews of non-PM work
- An understanding of the legal and compliance requirements for interactions between legal entities within and outside the Barclays Group
- A self-starter approach, with an innovative ability to deliver quality results with a challenging but positive and influential style
8
Responsibilities For Senior Service Manager Southeast Asia & Oceania Resume
- Financial results: Orders, Sales, Contribution Margin and Operating Margin against planned targets
- Budget and operating expense management
- Single point of engagement for demand planning and demand management conversations with Sullair around their needs
- Capable of working with a cultural diverse workforce
- Solution sales and marketing
- Participates in proposal activities by developing basis of estimates, CONOPS, SOW’s and other documents as required
9
Responsibilities For Gcg-senior Service Manager Resume
- Responsible for engineering delivery plans for programmes
- Complete understanding of area of expertise
- Multi-task, handle large volumes, tight turnarounds and multiple, competing deadlines
- Functional knowledge in any of the following areas, IT Business Technologies, IT Infrastructure Technologies
- Has the passion to do the job, conduct training and lead a very diverse team
- Flexible with working hours to meet customer’s expectations
- Assist in providing service for business and technology teams
10
Responsibilities For Senior Service Manager Resume
- Execute tasks according to service best practices
- Execute service activities, monitoring performance compared to service level goals
- Basic competency is needed in the following areas
- Develop and maintain a database of know issues, causes and resolutions to guide the development and support teams in minimising the impact of incidents
- Develop and produce periodic performance reports showing the impact of known errors and the benefits of root cause analysis
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