OMES
OperationsServicesManager
“Operations Services Manager at OMES. Skills: operational management of the service desk, ServiceNow platform administrative team management, effective service delivery, operational performance, staff development, service quality, continuous improvement across service operations and ServiceNow processes, partnering closely with technical teams and business stakeholders, support efficient, reliable end-user services. Oversee daily service desk operations and ServiceNow platform administration, ens”
What You'll Achieve.
ensures effective service delivery; operational performance; staff development; service quality; continuous improvement across service operations and ServiceNow processes; support efficient, reliable end-user services; foster high performance, customer service, and continuous improvement
Industry & Context.
resolve complex issues; identify trends; recommend improvements
on-call support of supervisors and team as needed, Office-based work involving extensive computer and phone use., Requires long periods of sitting, up to eight hours a day., Work environment is generally quiet, occasional travel may be required.
What They're Looking For.
Must Have
3+ years of experience in IT service delivery, enterprise support or operations management., 2+ years of direct experience supervising a technical team or service desk.
Nice to Have
Experience working closely with ServiceNow (or similar enterprise ITSM tool)., Practical knowledge of ITSM framework, such as ITIL to manage full-service lifecycle and adherence to SLA’s., Proven ability to coach technical staff while fostering a customer-focused, high-performance culture., Skilled at analyzing operational performance data and ticket trends to identify and execute improvements., Experienced liaison skills to effectively engage with business stakeholders and coordinate across technical teams.
What You'll Do.
Oversee daily service desk operations and ServiceNow platform administration
ensuring consistent service delivery.
Provide direct leadership to service desk supervisors and ServiceNow team
as well as indirect oversight to frontline service desk staff.
Coach and develop service desk supervisors and ServiceNow team to foster high performance
and continuous improvement
while developing the teams professionally.
Implement staffing plans
and resource allocations to support operational needs.
Ensure consistent adherence to documented processes
KPIs and compliance requirements.
Oversee service quality
escalated issue resolution
and workflow efficiency across the teams.
Track performance data
such as ticket volume
response/resolution time
customer satisfaction
quality review results.
recommend improvements and execute approved changes to processes
workflows and tooling.
Support operational readiness for new technologies
services and changes introduced into the environment.
Manage the ServiceNow administration team responsible for platform configurations
integrations and maintenance.
Prioritize ServiceNow development and support activities in alignment with operational needs and leadership direction.
Maintain platform documentation
standards and knowledgebase updates related to ServiceNow.
Ensure ServiceNow changes follow governance
testing and change-control practices.
Partner with cross-functional teams to resolve complex issues
implement improvements and support automation initiatives.
Support adoption of new workflows
knowledge articles and self-service capabilities.
Serve as an operational liaison between the teams
technical teams and business stakeholders.
Participate in recruiting
onboarding and training staff across assigned Workplace Service functions.
or high-impact concerns.
Develop team capabilities through coaching
mentoring and skill-building programs.
Support talent development and succession planning.
How You'll Work.
Team & Collaboration
Partner closely with technical teams and business stakeholders to support efficient, reliable end-user services.; Partner with cross-functional teams to resolve complex issues, implement improvements and support automation initiatives.; Serve as an operational liaison between the teams, technical teams and business stakeholders.
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