Service Operations Manager

 •  Major League Gaming Irvine, CA

5 - 7 years experience  •  Electronics

Salary depends on experience
Posted on 10/26/17
5 - 7 years experience
Electronics
Salary depends on experience
Posted on 10/26/17

The service operations manager position also relies on knowledge management skill sets as well as leadership skills such as training and mentoring. The operations center is a dynamic, fast-paced, high-reliability, 24 / 7 facility supporting one of the most complex and prolific gaming infrastructures on the planet. If you are a service operations manager with the skills and experience to thrive in this environment, read on.

Responsibilities

  • Liaise with IT and Program Managers, Service Owners, and Development teams in the on-boarding and management of services into Blizzard's Service Operations processes
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
  • Conduct training sessions for internal and external stakeholders on Service Operations processes and tooling
  • Provide data and in depth analysis of Service Operations performance in team and executive level reviews
  • Review service metrics (KPIs) to expose opportunities to coordinate the implementation of changes to Service Operations processes to improve satisfaction with and performance of services
  • Ensure alignment of Service Operations processes to Blizzard and individual team needs
  • Provide tactical and strategic recommendations based on Service Operations KPIs
  • Conduct regular service performance reviews with Operations Center and Service Owners to facilitate improvement opportunities
  • Coordinate inter-process changes with process owners and stakeholders
  • Participate in production support and scheduled on-call responsibilities

Requirements

  • Bachelor’s degree in the field of computer science, business administration and/or equivalent work experience
  • 5+ years of experience managing Enterprise IT Deliverables (Architecture, IT Operations/Engineering, ITSM, PMO, etc)
  • 2+ years of experience focused on Service Management, Continuous Improvement, and Analytics
  • Experience using business analytics tools (Tablaeu, Greenblum, etc) and SQL/JQL/Data Modeling
  • Experience crafting and maintaining documentation in a service-based organization
  • Experience with creating process workflows and value stream analyses (BPMN, Microsoft Visio, Draw.io, Gliffy)
  • Solid understanding of ITIL Framework, with focus on the Service Operations discipline
  • Functional knowledge of Six Sigma and continuous improvement methodologies
  • Functional knowledge of Project Management standards, including the Agile and Kanban methodologies
  • Familiarity with the Software Development Life-cycle
  • Available for occasional domestic and/or international travel
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