Directing the planning and activities associated with the continued implementation and maintenance of the ITIL framework within IT and ensuring the operating metrics and KPIs developed are used as a gauge of the performance of IT applications and systems.
Drives sales by building AE relationships, developing comprehensive proposals and competitive pricing structure, managing an extended team of Account Executives, and working collaboratively with other market General Managers.
Serve as functional process owner for ITIL processes: Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Capacity Management, Monitoring & Event Management, and Service Continuity Management.
Collaborate and contribute to the development, configuration, and integration of IT support systems including: remote management systems, application and infrastructure monitoring, CMDB management, asset discovery, IT cost modeling, and IT ticketing systems.
Provide effective portfolio/program management process leadership to assigned product categories and plants. Ensure proper application of project management tools, stage/gate models and prioritization.
The Contact Center Operations Manager, is responsible for driving the overall operations of the contact center, fostering an environment of service excellence across all CX channels, including voice, e-mail, chat, SMS, web reviews, and social care.
Responsible for the stable and efficient management of day-to-day operation services outlined in client contracts and agreements which includes, system administration, monitoring, incident resolution, change control management, security and compliance, capacity/scalability process planning and disaster recovery.
The DLS Production Manager is a critical role to the model responsible for ensuring that all programs and projects are moving through the operating process, meeting SLAs, adhering to standards and maintaining a solid quality assurance and testing record towards delivery.
The MOS will arrange and procure appropriate service support and approvals in order to resolve service issues in the best interest of the customer and CTM in compliance with established contractual commitments.
Leads a comprehensive safety education and training process as directed by the division safety coordinator to prevent injuries. Comply with all federal, state, and local environmental and safety regulations as per OSHA.
Develop environment of teamwork and accountability across population of branches for both direct reports and their teams; manage personal and professional development of direct reports through frequent development and coaching of performance objectives.