Operations Manager job vacancy in San antonio, Texas Dunhill Professional Search

Vacancy expired!

Operations Manager

100% Remote

US Citizenship Required

Drive quality control and assisting in delivering customer goals. Manage schedules, operational processes, and develop enhancements on current established processes. Track incidents and workflow using various tracking tools and collaborate with different workstreams to confirm all processes and procedures are followed. Communicate with client on the results of incident root cause analysis and identify gaps and improvements for operations and incident processes. Process focused while managing client expectations.

General Responsibilities

Overall responsibility for leading multiple programs, departments, or functional areas in a part time manner and as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. Responsible for ensuring Operational process and procedures are being followed for designated service lines, taking any needed corrective actions as required. Responsible for taking feedback and any escalations communicated by counterpart within the program leadership; documents feedback & Escalations and take or recommend actions to address. Monitor service line queues on a daily basis and provide feedback to service line leads to improve operational services. Leads efforts in setting goals and objectives for the Service Desk Operations organization. Facilitates the day to day management of customer problems/requests/issues. Monitors incidents and ensures that Service Level Agreements (SLA) are met providing leadership and responsibility to address any failed SLA. Identifies, recommends, and executes areas which need to be addressed by new or streamlined to include procedures, knowledge collateral, operational staffing, etc. Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction. Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge. Manages and/or works on project work as appropriate. Provides support for new business transition activities as required. Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate. Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate. Clearly defines and communicates roles and expectations to manage personnel. Responsible for monitoring personnel performance and behavior, coaching, mentoring and taking disciplinary action as appropriate. Recognize and value the contribution of Manage staff recommending promotions, compensation, and termination. Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.

Minimum Qualifications

BA or BS degree in Science, Technology, Engineering, or Mathematics 12+ years of experience in quality management and process management 3+ years of experience with ServiceNow or similar ticketing tools 3+ years of experience with Jira or similar tools Relevant Agile certification

Other Job Specific Skills

Experience with Agile development methodologies and requirements gathering and analysis Demonstrated experience managing similar size, scope and scale operations efforts Ability to analyze processes and identify gaps, resolutions and sharing lessons learned Excellent written and verbal communication skills Leadership/Management experience within IT operations and/or IT Service Management. Excellent coordination skills across multiple departments of the program/client system. Experience managing multiple and differing IT operational teams. Excellent ability to motivate personnel in support of government customer needs. Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover. Ability to constantly adapt to a growing and diverse delivery operational environment. Full understanding of Service Desk operations and Customer operations. Ability to work with all levels of technicians, Contract Management, and Customer Management. Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer. Excellent customer service skills. Excellent communication and interpersonal skills. Good problem solving and analytical skills. Ability and desire to build additional technical skills. Ability to interact effectively with Senior delivery and client leadership. Ability to follow instructions to produce desired results. Aptitude to multi-task workloads. Ability to remain calm and courteous in periods of stress.

#CJpost

Vacancy expired!

ID	#21618744
State	Texas
City	San antonio
Job type	Permanent
Salary	USD TBD TBD
Source	Dunhill Professional Search
Showed	2021-10-24
Date	2021-10-24
Deadline	2021-12-22
Category	Et cetera
Create resume

Job Details

Operations Manager

Related jobs

»OPERATIONS ASSISTANT MANAGER

»Medical Simulation Operations Manager

»OPERATIONS ASSISTANT MANAGER

»Assistant Community Manager

»Recruiting Manager

»Regional HR Manager - San Antoino

»Employee Relations Manager