Manager, Service Operation & Transition

SES - United States3.9

Full-time
Where others see barriers, we see opportunities.

Do you enjoy helping customers experience breakthroughs in their business? Do you stay attuned to your customers’ needs and visions? Do you like to work openly and supportively together with your colleagues and customers? Our work involves many different minds and skills, it can’t be done alone.

It's a great time to be part of SES.

SES is the world-leading satellite operator providing end-to-end communication solutions. SES leads across new technologies in video, fixed data, mobility and government We are a team of people from around the world working together to make a significant difference in the world.

As a part of the SES Networks team, you will play an integral part in delivering on our vision to bring differentiated networks and services to our customers, and grow our business with exciting customers, and become the world’s leading provider of global, satellite-enabled, data communications services. SES Networks—the only network provider with a multi-band, multi-orbit infrastructure—delivers end to end managed networking solutions through the company’s robust global services capability, providing maximum value to customers across industries and geographies.

SES Networks:
Helps close the digital divide by connecting people in the most remote and difficult to connect places around the world.
Makes it possible for people to stay connected while flying 10km high on a commercial airplane.
Provides extensive satellite coverage across all the world’s seas and oceans via dedicated mobility beams.
Works together with our partners to develop new standards and technology, use intelligent analytics to optimise capacity utilisation and user experience.

Manager, Service Operation & Transition
USA, VA, Manassas

ROLE DESCRIPTION SUMMARY

The primary responsibility will be creating and implementing change and problem management strategies and plans that maximize employee adoption and usage and minimize resistance. Within Service Transition you will assume the role of change manager and will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. Within Service Operation you will own the problem management process and drive high priority incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. Developing and implementing the global problem and change management processes and supporting systems as well as delivering training globally will be key functions of your role. You will be responsible for the ongoing governance and reporting of the problem and change management processes globally.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

Create and implement change and problem management strategies and plans that maximize employee adoption and usage
Identify the critical gaps in process for the organization, focusing particularly on the needs of customer service management support initially
Research, develop and implement change management practices as they apply to organizational culture, operational processes and our technology
Create workflow and standard templates for the management of problems and change articles
Manage the lifecycle of problem and change management including setting up regular reviews to identify accuracy and relevance
Work across the organization to identify the internal and external requirements for a problem management system
Identify the right set of technical solutions for managing problems and present them to a cross functional team for review
Works closely with the Network Operations Manager to support team requirements and provide guidance when necessary
Hosts Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
Manages the life cycle of all Problem records from Incident to root cause investigation. Owning the process of seeing this through to permanent problem resolution and closure.
Owns transition release and deployment process engaging with transition teams to ensure that all new products and services fit into operational processes.
Engages on ITSM projects, process creation and review, and any related initiatives with little to no supervision.
Ensures Operational Procedures are derived and delivered into Operations environment.
Interfaces with engineering team to drive process and procedure development for new service transition into Operations.
Other duties as assigned

COMPETENCIES

Ability to communicate, manage and implement technical solutions on a global/enterprise scale
Strong analytic and proven strategic management skills
Strong presentation skills, ability to communicate effectively with multiple levels of internal staff
and management as well as with client and vendor representatives
Creative problem solver
Sense of urgency, initiative and competitive drive to complete tasks efficiently and effectively
Resourcefully work through or around any challenges with little to no supervision
Ability to make sound decisions and take full ownership
Ability to work in a fast-paced environment
Excellent communication skills; both written and verbal

QUALIFICATIONS & EXPERIENCE

ITIL Foundation
ITIL Intermediate Transition
ITIL Intermediate Operation
Prince2 Foundation or equivalent
Degree Education or equivalent/relevant minimum 5 years of experience
Experience using PM software, such as MS Project
Excellent command of MS Office Package (Word, PowerPoint, Excel, Visio)

SES is an Equal Opportunity and Affirmative Action Employer

We offer you

A diverse workplace. For SES, diversity is more than a question of gender or race; we welcome different minds and different skills.
An exciting job opportunity in a fast moving and fascinating industry. Our technology is launching into space on the next generation of rockets.
Opportunities to further grow and develop in a global and growing company; we believe life-long learning is key to bring the best of SES worldwide.
A competitive compensation package linked to your performance, and further supplemented with attractive benefits.

SES is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.