Operations Manager - Global Client Services

This is a Full Time Job

The Operations Manager is a critical role within Global Client Services and will report to the Director of the Service Delivery CoE. This technology professional will provide advanced expertise and will be responsible for the innovation and execution of various technology processes. This resource will work closely with the NTT Data L1/TSA teams and various MTS SME’s to ensure L1/TSA has the necessary information, documentation, and processes to provide quality support services. The primary objectives of the role are to increase first call resolution, improve the quality of support provided to our end users, and minimize the number of incidents that are unnecessarily routed to other MTS teams. To this purpose, the Operations Manager must have advanced knowledge of and experience with the core Viacom products/applications, technical support processes, and the various technology platforms such as ServiceNow. The Operations Manager will be an active advocate to grow the scope of L1 support and the TSA team, ensuring current and future services meet the business needs and are delivered in accordance with agreed Service Level Agreements. This role will also help Global Client Services maximize the use of the Self-Service Portal, improve the delivery of core services to our end users , improve customer satisfaction, and identify opportunities for operational efficiency gains.

PRINCIPAL RESPONSIBILITIES:
• Escalation contact for the NTT Data L1 Support and the TSA teams. Provide ticket handling guidance to ensure end users are receiving support services in a timely manner.
• Proactively identify gaps in the process and knowledgebase content and works with all relevant parties to address.
• Review L1 Support and TSA team metrics and work with NTT Data to develop improvement plans to address negative trends.
• Work closely with NTT Data and various MTS service providers to review and update the knowledgebase articles in ServiceNow. Identify documentation gaps and ensures proper support documents are in place and up-to-date.
• Primary lead for internal compliance exercises and SOX audits. Work with NTT Data to ensure 100% compliance.
• Manage TechConnect outage communication process.
• Develops and recommends new processes and procedures.
• Accountable for adherence to timelines and demands.
• Provide ad-hoc reports when necessary. Review Service Desk & TSA team metrics to ensure the teams are meeting SLA’s & providing quality delivery of services.
• Researches opportunities to improve technology or processes and standards and identifies best practices from across MTS or from the marketplace to promote across the organization.
• Document and centralize Service Desk and TSA team processes. Ensure all institutional knowledge is documented and shared with relevant Viacom & NTT Data teams.
• Actively drive continuous improvement efforts within Global Client Services to ensure we are maximizing the use of the Service Desk and the TSA team.
• Work with the ServiceNow platform owner team to ensure ServiceNow roadmap aligns with the needs of our L1 teams and product releases dates are established and met.
• Identify opportunities to reduce Service Desk calls/emails and increase use of the Self-Service Portal. Provide recommendations to improve Service Desk operations.
• Work closely with other Global Client Services teams to enhance overall Service Desk and TSA team service delivery. Identify areas for improvement and implement enhancements.
• Ensure ServiceNow “support readiness” when new products/applications are deployed.
• Review metrics with the Service Desk and TSA team & ensure action plans are in place to address areas for improvement and gaps in service.
• Serves as an SME and consultant to MTS colleagues in area of support expertise. Provides training and ongoing educational opportunities to improve process & technology awareness
• Work closely with all Global Client Services teams to triage escalated issues.
• Identify opportunities for additional service catalogues and automation to reduce manual account provisioning work by the TSA team.
• Monitors controls for processes or technology (internal or third party) and escalates issues to management where necessary.
• Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, technical, policy, and security.
• Facilitate communication between MTS service providers, Global Client Services, our outsourced Service Desk provider and our customers to ensure operations are running smoothly.
• Has a solid understanding of the MTS organization, knows how to navigate through the various departments, and work closely with all of the SME’s.

Basic Qualifications

• Minimum 5 years’ experience working on a Service Desk and/or L2 support team
• Minimum 5 years’ experience working in a customer facing role
• Functions independently with limited work direction
• Commits to deliverables and is accountable for assigned workload
• Ability to work well with other technology teams and partner with others to achieve departmental goals
• A proven and established track record of success delivering best in class Service Delivery across the Client Service functional domain
• Process and project management experience
• Excellent communication, presentation, and interpersonal skills
• Media industry experience desirable
• BA/BS degree or equivalent

Additional Qualifications

• Demonstrated ability to document & transfer institutional knowledge in a consistent manner
• In depth knowledge of ServiceNow, specifically Incident Management and Knowledge Management.
• An operations manager who excels at customer service, managing stakeholder relationships, and displays outstanding problem solving and organizational skills
• An overachiever with a strong passion and drive to deliver service excellence and continual service improvement
• Familiarity with MS Office Suite (2016/O365), Windows 7/10 and MAC OSX, iOS and Android, VPN/Citrix/VDI, and Active Directory
• ITIL v3 Certification preferred
• Advanced degree preferred but not necessary