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Senior Manager, Operations Excellence

4 months ago

Meridian, United States OpSec Security Full time

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