Sr. Manager Operational Excellence

BlueVoyant; Maryland; On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is looking for a Sr. Manager of Operational Excellence to enhance service delivery and client relationships. This pivotal role involves overseeing service quality, managing escalations, and fostering a customer-centric culture. The ideal candidate will thrive in a fast-paced environment, possess strong ITIL knowledge, and have a background in cyber security. Join a team that values proactive prevention and defense in cyber security, ensuring a world-class experience for clients. If you're passionate about driving operational excellence and improving customer outcomes, this opportunity is perfect for you.

Qualifications

• Strong knowledge of ITIL methodologies and Service Management best practices.
• Proven ability to manage client relationships and resolve conflicts.

Responsibilities

• Oversee service delivery activities and manage client escalations effectively.
• Develop relationships and improve customer experience through quality services.

Skills

ITIL methodologies

Service Management operations

Customer service

Problem-solving

Data reporting skills

Conflict resolution

Relationship management

Cyber security knowledge

Education

ITIL certification

Agile Methodology / SCRUM Master certification

Tools

Jira

Confluence

Job description

Sr. Manager Operational Excellence
Location: On Site College Park, MD
US Citizenship Required

BlueVoyant is seeking a Sr. Manager Operational Excellence who will play a vital role in creating long-term excellence in service provision and client relationships, acting as the bridge between the client, our delivery teams and operational teams through the onboarding/implementation cycle and the full operational lifecycle. The Sr. Manager Operational Excellence position will contribute to BlueVoyant's overall success by ensuring a world-class customer experience.

The Sr. Manager Operational Excellence role provides insight to the business on the health of MDR service and effectively oversees service delivery-related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish a customer-centric culture throughout the MDR teams.

What you will do

• Assess and action assigned Client escalations in a timely manner. Develop post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed as required.
• Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service/resolution of problem.
• Develop and nurture relationships and continue to build trusted relationships with assigned business facing functions outside of the MDR organization via regular meetings and timely, qualitative communication.
• Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity.
• Operationalize risk register including tracking and governance, ensuring prioritization to support business goals.
• Continually look at ways to improve the overall customer experience.
• Work with other ITSM process areas to ensure processes and workflows align with business requirements.
• Perform trend analysis on incidents and generate regular reports to identify trends for process improvement.

Ideal candidates will

• Thrive in our small, fast-paced, product-driven environment as a self-starter.
• Be comfortable learning new technologies quickly.
• Collaborate with teams from across the organization to address client needs.
• Deliver features and fixes on tight schedules and under pressure.
• Present ideas in business-friendly and user-friendly language.
• Create processes that are maintainable, flexible and scalable.
• Define and follow a disciplined development and engineering workflow.
• Demonstrate ownership of tasks with escalation as needed.
• Be a subject matter expert in one or more of the technologies employed.
• Relentlessly push for successful customer outcomes.
• Possess a strong interest or background in cyber security.

Qualifications

• Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 - Certification preferred.
• Strong knowledge of Service Management operations including a strong knowledge of MDR / SOC services best practices, industry trends and customer service.
• Knowledge and use of Jira /Confluence as project management tools.
• Agile Methodology / SCRUM Master certifications.
• Strong data mindset and reporting skills.
• Strong knowledge of the Incident Management, Major Incident & Communication Processes.
• Demonstrated evidence of influencing positive change within a Service Management environment.
• An ability to handle conflict/difficult situations in a fast-paced dynamic environment.
• Demonstrated ability to manage and develop key relationships, especially across business lines, technical teams, and customers.
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents.
• Strong problem-solving capabilities.
• Demonstrated strong commitment to customer service.
• Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial.
• Available for occasional escalations outside of business hours or weekends.

About BlueVoyant

At BlueVoyant, we recognize that effective cyber security requires active prevention and defense across both your organization and supply chain. Our proprietary data, analytics, and technology, coupled with deep expertise, works as a force multiplier to secure your full ecosystem. Accuracy! Actionability! Timeliness! Scalability!

Led by CEO, Jim Rosenthal, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.

Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest, and Latin America.

All employees must be authorized to work in the United States. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Disclaimer: Please note that under contractual requirements and applicable law, European citizenship is required for employees to work on some of the company’s contracts. Accordingly, an employee’s ability to work on such contracts is contingent upon the company’s verification of the employee’s citizenship status. Furthermore, individuals may be subject to additional background checks and fingerprinting.

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