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Sr. Manager, Global Service Operations

Company: Transaction Network Services
Location: Reston
Posted on: June 14, 2022

Job Description:

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!OverviewAs an integral member of Operations, the candidate will work closely with both the Business and Operations Departments, leading a team of technical service managers to help ensure that Customer Satisfaction is being maintained, and that delivery and support processes are operating at optimal levels. The scope of this activity covers processes and services across multiple functional teams, as well as all three TNS business verticals.

This role will also play a key aspect in identifying, scoping, and executing on key strategic initiatives with regards to business and operational processes and supporting systems, and includes direct ownership and accountability for the successful implementation of business improvement and transformation opportunities.Responsibilities

  • Leading a team of technical service managers, provide support to the TNS business with the mission of being the main customer advocate representing TNS Operations.
  • Work closely with Network Operations team to provide proactive and reactive assistance across a diverse range of topics in order to resolve any service issues throughout the lifecycle of a products.
  • Working with your team, oversee and ensure that all ITSM programs are producing the desired outcomes, service levels are being met, and that customer satisfaction is being achieved.
  • As the manager of this team, you will be responsible for further developing and delivering on metrics and KPI's to help quantify the success of these programs.
  • Proactively identifying, scoping, and executing on key strategic initiatives, as well as working with a group of operations and business executives to identify opportunities and prioritize efforts and resources in support of these initiatives.
  • Support customer meetings on a recurring and ad-hoc basis including creation and delivery of QBR's and other presentations up to the executive level.
  • As required, provide support to interface between customers and Operational Support, Service Transition, Sales and Finance Teams to facilitate resolution to production, delivery, or other service issues
  • This role may be called on to occasionally help support the Incident Management Process during major or high-profile incidents including acting as a major incident manager or supporting requests to provide assistance outside of normal business hours.
  • Work closely with Network Operations teams to provide proactive and reactive assistance to a diverse range of issues to meet customer obligations and requirements as defined in customers SLAs
  • Build relationships and awareness across multiple functional groups to develop solutions and operational processes to solve complex business challenges.
  • Ensure all program, project and relevant customer documentation is centralized and available, and kept up to date within TNS systems.
  • This team is directly responsible for the production of formal Root Cause Analysis Reporting for both internal and external customers.
  • Work across the Service Management and Operations teams to ensure the ITIL Service Management framework and practices are embodied for all initiatives.QualificationsQualifications:
    • Expert level knowledge of ITIL, including extensive experience with the ITIL Framework for IT Service Management including proven ability to analyze, recommend, and execute on ITIL adoption and implementation of process and platform improvements across a wide range of technologies and technical disciplines.
    • Previous management experience in a technical support, service operations, or service delivery role.
    • Sound knowledge of Microsoft Office including Project, Visio, PowerPoint
    • Background in Fintech or telecommunications technologies.
    • Customer and business focused
    • Flexible approach to working hours in support of a large 24/7 global organization.
    • Excellent verbal and written communication skills with the ability to collaborate and communicate effectively with both executive level and technical individuals, internally and externally to TNS.Optional Desired Qualifications:
      • 10 Plus Years of Relevant Experience
      • Project Management Certifications such as Prince2 PMBOK
      • Experience in a customer Support or Account Management role
      • Project management skills
      • Customer Support backgroundEducation and Certifications:
        • Bachelor's Degree within Computer Science/IT/eCommerce or the equivalent experience
        • ITIL Expert level certification. Additional Business Process Improvement Certifications such as Six Sigma or Kepner-Tregoe are desired.If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Keywords: Transaction Network Services, Reston , Sr. Manager, Global Service Operations, Executive , Reston, Virginia

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