Creve Coeur, MO

8 - 10 years

Posted 208 days ago

  by    Deepak Kumar

This job is no longer available.

Position Title: Consultant

Position Number: 285658

Location: Creve Coeur, MO

Desired Skill Set:

Problem Management, ITIL, Customer Service

Position Description:

**C2C and STEM-OPT are not available**

**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**

Data Operations Technical Service Manager

Location: Creve Coeur, MO 63141

Duration: 12 months


* Responsible for managing Global L3 Data Service Support including:

o End user assistance in multiple supported languages

o Training for new end users in the use of the services

o Compliance with Client processes, policies and procedures

* Metric/performance reporting; track Supplier performance and ensure viability of service levels

* Communicate important policy changes that affect operations to Supplier and/or Client

* Work with the Supplier to advance the goals and objectives of the set in agreements

* Monitors regional compliance using obligations set in the service agreement

* Reconcile projected resource baseline with actual utilization of resources

* Ensures the appropriate implementation of Transformation actions

Primary liaison on day-to-day basis regarding communication between Client and Supplier regarding service delivery changes, problems and recovery efforts

* Contact for day-to-day communications between Supplier and Client

* Ensure an in-house process is maintained for handling high severity and stagnant issues/events in both the supplier and the retained environments

* Contact Supplier with day-to-day corrections, plan/program changes and any details/info necessary to resolve conflicts between customers and Supplier

* Educate Supplier on program/product/operational details, including the development and implementation of Supplier processing schedules and coordination of data flow ensuring timely transmittal to


* Develops and distributes written communications as needed to the Supplier

* Provide early warning to the Business Stakeholder executives regarding degraded or missed service levels or deadlines

Measure, monitor and manage Client's satisfaction and provide remediation

* In conjunction with Supplier, design and administer customer surveys and other feedback processes

* As operational problems occur, reviews Supplier recovery and permanent fix plans

* Provide direction and leadership in developing Client's business processes that ensure contractual compliance.

Meet frequently in regularly-scheduled management meetings with the Supplier

* Daily/Weekly supplier meetings

* Operational Change Management meetings

* Root Cause Analysis meetings

* Issue resolution meetings

* Support preparation of Monthly Management Committee meeting; will also be a presenter jointly with the Supplier personnel


* Bachelor's degree

* 7+ years of experience in a related global IT customer service role

* 5+ years of experience managing a service provider in IT

* Process skills: understanding of service costs and ability to work with Supplier to ensure effective operations service levels

* Ability to accomplish results through others, particularly by establishing relationships, effective controls, and monitoring processes

* Knowledge of the fundamental relationships of technology systems inclusive of applications, infrastructure, networks, and security

* Problem determination (experience in root cause analysis) and problem resolution skills

* Strong collaboration and partnering skills

* Proven negotiation and influencing skills

* Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders

* Ability to assess business needs, creatively approach solutions, decide, and influence appropriate courses of action

* Experience of indirect management * managing by influence as opposed to positional authority

* Ability to be assertive yet fair with regard to operational deliverables

* ITIL experience a plus

* Incident response management experience a plus

* Experience with Business Objects preferred

* Experience with Spotfire a plus

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)

$100K - $110K