Position Summary & Objective

The Senior Manager, Operations Excellence , identifies, develops and implements transformational business improvement initiatives globally that resolve current challenges and establishes structured techniques for executing improvements, creating a culture of critical thinking, innovation and success.

Essential Functions Performed by the Position

• Work with the Director of Analyst Operations and Sr. Manager, Process & Training to define and develop the infrastructure needed to bring best practices in service operations, service model design, process optimization, and customer services for managed service operations
• Working closely with cross functional teams in Engineering and Product, create a prioritized and balanced portfolio of improvement initiatives with logical categorization, themes, and reward/risk/time characteristics
• Define practical implementation plans for improvement initiatives that combine pragmatic solutions, prototyping, de-risking, and rapid results
• Regularly report on the progression of initiatives, ensuring the integrity of target outcomes/benefits and resolving issues and risks quickly
• Identify and generate the data required to evaluate and improve analyst team performance, and enable clear and consistent reporting of system data
• Drive the execution of improvement initiatives, adoption of new operational practices and ongoing culture of success through direct influence of diverse stakeholders

Knowledge, Skills and Abilities

• Ability to apply recognized structured problem-solving techniques, particularly in operational process contexts and service environments
• Practical knowledge of root cause analysis, value stream analysis/mapping, hypothesis/issue-based analysis, and operating model design
• Understanding of service management and service operations principles and methods, such as the hourglass model, ITSM, and ITIL
• Practical knowledge of process principles and re-engineering e.g. how processes start/end with customers, results-oriented not process-oriented
• Ability to model, prototype, and evaluate alternative solutions and demonstrate the respective costs, benefits, and risks of alternative options
• Strong business case development skills and ability to clearly present quantitative and qualitative rationale for improvement and change
• Proven ability to lead cross functional and virtual teams, with highly advanced influencing skills and practical working practices
• Highly self-motivated and resilient, able to work autonomously and in challenging environments that may be resistant to change
• Exceptional interpersonal and communication skills, as adept at working with front-line operational teams as with executive leaders
• Ability to apply strong project management and reporting disciplines, including agile ways of working and addressing ambiguity

System Skills Desired

• Advanced Excel Knowledge - Required
• Intermediate JIRA Knowledge - Preferred
• Power BI Experience - Required
• Product Development Experience - Preferred
• Project Management Experience - Required
• Dashboard Design Experience - Preferred
• Experience as Liaison between Product and Engineering – Preferred
• Database/Data Warehouse Experience – Preferred

Required Education and Experience

• Bachelor’s degree in business administration, engineering, or related discipline
• 10 years’ experience in operations management, process improvement or related field
• Experience in leading consultancy and/or in corporate roles in managed service businesses/service operations preferred
• Proven track record of leading and executing successful process improvement initiatives
• Demonstrated ability to influence and lead change at all levels of an organization
• Excellent analytical and problem-solving skills
• Strong project management skills