About the Role
Sr. Manager Operational Excellence
Location: Remote in the United States
BlueVoyant is seeking a Sr. Manager Operational Excellence who will play a vital role in creating long-term excellence in service provision and client relationships, acting as the bridge between the client, our delivery teams and operational teams through the onboarding/implementation cycle and the full operational lifecycle. The Sr. Manager Operational position will contribute to BlueVoyant’s overall success by ensuring a world-class customer experience.
The Sr. Manager Operational Excellence role provides insight to the business on the health of MDR service and effectively oversees service delivery-related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish a customer-centric culture throughout the MDR teams.
What you will do
- Assess and action assigned Client escalations in a timely manner. Develop post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed as required
- Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service/resolution of problem
- Develop and nurture relationships and continue to build trusted relationships with assigned business facing functions outside of the MDR organization via regular meetings and timely, qualitative communication
- Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity
- Operationalize risk register including tracking and governance, ensuring prioritization to support business goals
- Continually look at ways to improve the overall customer experience
- Work with other ITSM process areas to ensure processes and workflows align with business requirements
- Perform trend analysis on incidents and generate regular reports to identify trends for process improvement
Ideal candidates will
- Thrive in our small, fast-paced, product-driven environment as a self-starter
- Be comfortable learning new technologies quickly
- Collaborate with teams from across the organization to address client needs
- Deliver features and fixes on tight schedules and under pressure
- Present ideas in business-friendly and user-friendly language
- Create processes that are maintainable, flexible and scalable
- Define and follow a disciplined development and engineering workflow
- Demonstrate ownership of tasks with escalation as needed
- Be a subject matter expert in one or more of the technologies employed
- Relentlessly push for successful customer outcomes
- Possess a strong interest or background in cyber security
Qualifications
- Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 – Certification preferred
- Strong knowledge of Service Management operations including a strong knowledge of MDR / SOC services best practices, industry trends and customer service
- Knowledge and use of Jira /Confluence as project management tools
- Agile Methodology / SCRUM Master certifications
- Strong data mindset and reporting skills
- Strong knowledge of the Incident Management, Major Incident & Communication Processes
- Demonstrated evidence of influencing positive change within a Service Management environment
- An ability to handle conflict/difficult situations in a fast-paced dynamic environment
- Demonstrated ability to manage and develop key relationships, especially across business lines, technical teams, and customers
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents
- Strong problem-solving capabilities
- Demonstrated strong commitment to customer service
- Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
- Available for occasional escalations outside of business hours or weekends