BlueVoyant is hiring a
Sr. Manager Operational Excellence in Worldwide

Summary

The Sr. Manager Operational Excellence role at BlueVoyant involves managing service delivery, ensuring customer satisfaction, and improving overall customer experience. The ideal candidate should be comfortable with new technologies, collaborative, and have strong problem-solving capabilities.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Possess a strong interest or background in cyber security

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave