Service Manager

AB MAURI FOOD INC•St. Louis, MO

45d•Onsite

About The Position

The Service Manager (SM) is a key part of the Wider BTS Leadership Team, reporting to the Head of User Services. This role serves as the primary link between User Services and ABF Businesses, working closely with the Head of User Services and Business IT teams to ensure the quality of operational services delivered by BTS to ABF Business Users. Success in this role requires strong leadership, senior stakeholder management experience within an IS environment, and operational know-how. The Service Manager will manage diverse internal stakeholders, balance competing business unit priorities, and contribute to the BTS strategy and roadmap by analyzing goals.

Requirements

Experience of working in a Service Management environment either with global house IT Teams or as part of a Managed Service Provider.
Knowledge of working with ITSM toolset to drive customer experience initiatives.
Energy, drive and influence to deliver.
Experience of looking after a multidimensional IT / Business agenda of various day-to-day IT matters.
Strong leadership skills, able to inspire, motivate and coach people and delegate effectively.
Significant experience of defining, executing and delivering operational transformational service strategies, resulting in operational excellence and best in class services.
Used to acting on own initiative and taking ownership of projector issues.
Able to manage concurrent initiatives and conflicting demands.
Strong team player with ability to collaboratively to deliver results.
Strong communication and presentation skills in a variety of formats to different stakeholder seniority levels and audience types.
Experience of preparing and presenting business cases.
Proven ability to influence cross-functional teams without formal authority.
Some technical knowledge of ServiceNow, Automation, Microsoft Platforms (Azure, Power Platform etc.), Server, Storage, Backup, Virtualization and Cloud technologies.
Experience of working in a global multi geographical and multi-cultural user base.
Experience in presenting to and developing relationships with Senior Business Stakeholders.
Ability to make sound and logical judgments.
Demonstrates leadership which reflects the values of the organization.
Demonstrates behaviors which have been collaborative, courageous, trustworthy and progressive.
Strong customer service orientation.
Strong interpersonal, written, and oral communication skills.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
Ability to present ideas in a user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Has a passion for service excellence and continually strives to understand the customers’ needs and how service can be aligned to meet these.
Evidence of a willingness to collaborate with internal and external colleagues to provide the best possible service to the end user customer.
Experience of establishing credible relationships within IT and Business community with examples of driving IT/Business change agenda.

Nice To Haves

ITIL v4 certification
Experience of working for a multi-cultural business
Knowledge of ServiceNow and developing reports
ServiceNow Platform Analytics capability

Responsibilities

Accountable for all Services delivered to ABF Businesses.
Provide leadership and management of the “virtual” team, ensuring Services are aligned with business outcomes under a BTS Strategy plan.
Pro-actively seek to add value through the development of services by analyzing customer satisfaction and performance data.
Act as the voice of the Businesses within the BTS Division and represent BTS within ABF Businesses.
Own the relationship between User Services and ABF Businesses globally, serving as the main point of contact for general BTS operational queries.
Establish and maintain strong, collaborative relationships with Business IT teams to support BTS Service delivery.
Measure and monitor service performance, including SLA measures.
Monitor key performance indicators, including customer satisfaction and perceptions of service, and take action to address under-performance.
Own and deliver on Service Improvement Plans.
Develop strong internal networks and be an effective virtual team member of key internal departments.
Proactively engage with BTS Product managers to understand current service models and future capabilities that support ABF Business goals.
Articulate service capabilities within Business IT teams to build engagement and support.
Collaborate and coordinate with Business Partners on topics impacting multiple BUs.
Deputize for the Head of User Services as needed.
Provide Operational Support / Holiday Cover for other Service Managers.
Participate in the Duty Manager On Call rota.
Contribute to and develop Service Management Strategy and Roadmap.