Business Sr Manager

Job Category:Business Sr Manager Primary Location:USA-TX: TEXAS-COPPELLSchedule:Full-time Job Type:Regular Employee Status:RegularJob Posting: 04/30/2008Description: Essential Job Functions Working with geography specific Regional Managers, act as a single focus drive for accounts crossing geographies. By matrix management principles, drive operational staff to ensure your area's Business plan and service level objectives are met. Act as interface to Service Desk Service Managers to ensure effective delivery and achievement on cross geography accounts. Create and implement operational improvements to meet established objectives across multiple facilities serving cross geography accounts. Manage activities, in -ordination with the Regional Managers, related to customer requirements, budget challenges, human resource needs and plans for new business development within assigned area. Facilitate customer relationship and satisfaction while ensuring adherence to company policies and processes. Identify matters of significance and recommend appropriate course of action. Coordinate and communicate with other managers to leverage resources and discuss solutions to problems. Develop process for leveraging and using resources to meet customer needs. Implement highly complex core business processes and guide process improvement initiatives in order to enhance customer service and Key Performance Indicators achievement. Investigate process matters of significance or enhancements and implement solutions. Develop and maintain communications with the customer, management and staff to ensure that service is delivered on time and within budget or contractual obligations. Investigate and resolve matters of significance as appropriate. Coordinate with Global Self Service Program, accounts, Service Desk and operations management to develop and implement operational budgets, forecast, and business plans. Ensure appropriate planning of the impact of marketing efforts, outages, service level agreements and other issues for assigned area. Proactively participate in the Global Self Service Management team, taking corporate responsibility when necessary. Act as a consultant on best-practice in Self Service Working with Service Managers, drive end-user usage adoption to services, especially driving effective communication plans. Working with Service Managers, produce Service Improvement Plans for self service offerings that arenot delivering to business drivers. Assisting Service Managers, produce service road maps for Self Service Offerings Assist Content Management in the production of high quality knowledge assets that meet the adoption and business drivers of Self Service. Drive analysis of Service Desk incident ticket flows to ensure Self Service is taking maximum opportunity of Contact Avoidance and Fix opportunities. Become the Self Service team expert on how Service Desk structures its Assisted and Assured Service globally and where Self Service interlocks to this, especially on Global Accounts, interface to local delivery teams to ensure their awareness of Self Service is robust and maintained. Using interfaces to Data Security Risk Managers, act as a consultant on local and international law affecting Self Service, understanding the compliance regulations on Self Service to operate in different countries, example; USA ITAR, UK Data Protection, France and Germany Work Councils, Maintain a repository of data on this with advice for Project and Service Managers on how to comply to legislation. Oversees the creation, preparation, production and distribution of periodic reports of staffing, workflow, volume metrics and other key performance metrics to document business operations. Oversees the analysis ofor analyzes detailed performance metrics and colloborates with managersand staff to formulate service improvement recommendations. Communicates recommendations to senior management to enhance productivity and increase revenues. Develops and monitors standard business processes to ensure consistencyand efficiency across appropriate groups such as teams, departments and staffs. Identifies issues or process improvements and implements appropriate actions. Oversees employee training to ensure that standard business processes are implemented consistently within group. Creates contentor provides input and feedback to appropriate parties to enhance training. Employs appropriate accounting charge structures in accordance with established policies and procedures. Monitors and audits labor charge reports to ensure company policies and procedures are adhered to. Identifies issues and implements appropriate actions. Provides support and guidance to managers to ensure that business operations are consistent and efficient across area(s) of responsibility. Monitors overall performance of assigned areas to ensure cost efficiency, employee and customer satisfaction, and effective competitive and cooperative strategies. Addresses issues or concerns through implementation of corrective courses of action. Develops and manages the strategic planning sessions to ensure clear and consistent direction across assigned area teams, facilitates discussion and provides structure and input into results. Selects and hires employees. Trains and evaluates employees to enhance their performance, development and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines. Prepares, recommends and oversees development of operating and personnel budgets. Monitors spending for adherence to budget plans, develops and recommends variances. Performs and/or oversees budget analysis. Basic Qualifications Strong and proven leadership skills across complex and challenging areas Strong and proven human relation skills to matrix manage staff. Strong Service Performance Skills, including achievement of Business Plan and Key Performance Measures Strong analytical skills, with track record of Problem and Issue Management Strong interpersonal, communication and presentation skills for interacting with team members and clients. Strong organizational and time management skills Ability to work in a virtual global team environment Master's degree or equivalent combination of education and experience Master's degree in business administration or related field preferred Twelve or more years of business unit/account management experience Nine or more years of supervisory or management experience included Experience working with the company's business management practices, principles, methodologies and supporting tools Experience working with business accounting practices and current industry norms Experience working with generally accepted financial management principles Other Qualifications Higher education or equivalent combination of education and experience Foundation certificate in ITIL Service Management Project Management experience/qualifications Four or more years of information technology or computer operation experience Two or more years of supervisory or management experience Knowledge of Self Service concepts, drivers and strategies Ability to travel globally Linguistics skills Remote Work Location Authorized:Yes Relocation Assistance:Not AvailableClearance Level:None Create Success