The Manager of Operations Support functions at a tactical and operational level, supporting projects that impact Service Delivery Operations such as process development and adherence, tool optimization, operational efficiency, and team performance measures. The Manger of Operations Support plays a vital role in driving internal projects and tasks there are centered on improving the quality and efficiency of service.
Activities include the management of day-to-day work activities of the operations support team, ongoing support functions for the service delivery and field operations organizations, process, systems and measures. Collaboration at intra and interdepartmental level to ensure that the operations Support Team functions at maximum efficiency and effectiveness.
Location: Plano, TX
Primary Roles & Responsibilities
Create and maintain roadmap and schedule for initiatives that will be carried out by the operations support team.
Assist in identifying initiatives by meeting and collaborating with GSI department leaders.
Development and maintenance of end to end process flows for the entire delivery team.
Maintain operations support team using best shore approach with resources needed to deliver expected results.
Manage continual improvement team and processes as related to CSAT, NPS, and other customer experience measurements.
Manage service onboarding team and process to ensure proper customer experience.
Meet goals for area of responsibility including analyzing and managing performance, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.
Manage financial aspect of team to align with annual budget
Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility. Support all company initiatives aimed at performance and quality improvement as required.
Provide timely response to requests for information, reports and other operations data from functional departments.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.
Knowledge, Skills, Abilities
Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.
Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions.
Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization.
Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization's strategic plan.
Bachelor's Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.
5+ years of increasing Service Delivery and Operations Management responsibilities of product and service delivery within technology services or related industries.
Proven management experience with ability to lead employees to achieve or surpass results.
Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.
Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives.
Strong experience handling employee issues and making sound judgment decisions in this area.
Demonstrated success in compiling, analyzing, and presenting financial and performance data.
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems. Service Now and SAP experience are preferred.
Successful history of managing change and continuous improvement.
This position will have direct supervisory requirements
What's in it for You?
Joining Black Box means you'll have the opportunity to work on exciting, highly visible projects with our customers. You'll get to know large and small organizations across the world and work to deliver best in class IT solutions. You'll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you'll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
Now more than ever, businesses rely on Black Box to deliver products that make working remotely or in expanded workspaces secure, simple, and safe.
For over forty years, Black Box has been a world-leading provider of premier IT infrastructure solutions. Today, we continue to design and manufacture award-winning products for Pro AV, KVM, cabling and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. Our solutions are used every day in government, education, commercial enterprises and any other organization that requires the utmost quality and performance from their IT infrastructure.
On top of creating industry-leading products, Black Box demonstrates every day a complete commitment to providing our customers with the best technical support and service in the industry. Our award-winning, dedicated support staff works around the clock to ensure our customers’ systems are always up and running optimally. They are truly as important to the successful IT, communications and business operations of our customers as the powerful products and solutions we deliver. WE ARE HIRING!