Job Information
BlueVoyant Sr. Manager Operational Excellence in Remote in the United States, Maryland
Sr. Manager Operational Excellence
Location: Remote in the United States
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 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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