Service Program Manager Resume Sample
Judson Gislason
6182 Maud Ports,
Dallas,
TX
+1 (555) 449 8702
Work Experience
Service Program Manager
08/2015
-
PRESENT
New York, NY
- Evaluates, defines and provides solutions for tactical and strategic business projects or programs to drive operational efficiencies
- Works closely with executive and management teams to provide key support on strategic planning, and modeling initiatives, as well as provides quantitative analyses for various projects
- Partners with executive and management team to gather data, key functional learnings, and documents strategy moving forward
- Works with cross functional teams within the organization to effectively plan, organize and drive projects to successful completion
- Creates financial models and communicates results to executive staff in graphical and/or verbal formats
- Prepares proposals, track/gather/research/understand/analyze detailed Operations product cost performance data
- Creates presentations for board of director and executive meetings based on results derived from project findings
- Participates in process improvement efforts to improve overall project success
- Collects and information from Subject Matter Experts (SME) for the development
Senior Service Program Manager
10/2011
-
02/2015
San Francisco, CA
- Summarizes and presents variances including complex projects, proposals, and processes
- Ensures support of effective strategy / schedule for a project or proposal
- Exceptional skills in analyzing, organizing, communicating and presenting research findings
- Experience with statistical modeling in a semiconductor manufacturing environment
- Experience with program and project management and implementing new business processes
- Experience with business solution development methodology. Identification and evaluation of business improvement opportunities and their presentation for approval and the planning for specific opportunities
- Experience developing total cost of ownership and return on investment models
BGS Entry Into Service Program Manager
03/2008
-
05/2011
Philadelphia, PA
- Experience with financial modeling and demonstrated understanding of financial statements
- Prior experience with project planning and scheduling, resource management, status reporting and communications
- Use analytical tools to guide and facilitate leadership to effective decision making
- Familiar with, knowledge of, or experience with R, SQL, Spotfire is a plsu
- Effectively present information to management and executive teams
- Exceptional influence and collaboration skills
- Ensure that projects/programs are delivered with a commitment to meet all regulatory, legal,
- Responsible for ensuring that functional strategies and execution support the organization's
Education
Kaplan University - Mason City Campus
2004 - 2008
Bachelor's Degree in Business
Professional Skills
- Strong verbal, written and presentation skills, with the ability to effectively communicate to Business Units Executive Management
- Leadership skills and proven track record of managing multi-disciplinary teams, including services delivery and project management
- Excellent analytical skills working well under pressure
- Strong analytical skills and business acumen (i.e. knowledge of healthcare service lines, Profit
- Excellent analytical and communication skills, with the ability to communicate with employee
- Strong communication skills in English with additional European language advantagous
- Experience working in a highly-matrixed environment, effectively influencing and persuading
How to write Service Program Manager Resume
Service Program Manager role is responsible for research, procurement, database, design, finance, training, telecommunications, reporting, manufacturing, digital.
To write great resume for service program manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Program Manager Resume
The section contact information is important in your service program manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Program Manager Resume
The section work experience is an essential part of your service program manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service program manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service program manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Program Manager resume experience can include:
- Demonstrated strong executive presence and clear thinking
- Utilize high level analytical skills in reviewing monthly, quarterly and year end results
- Understanding and practical experience using
- Experience in identifying and implementing cost savings measures within services projects
- Experience working in the healthcare industry, including interaction with hospital administration
- Previous marketing experience working with s services organization within the tech industry
Education on a Service Program Manager Resume
Make sure to make education a priority on your service program manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service program manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Program Manager Resume
When listing skills on your service program manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service program manager skills:
- Strong project and time management skills, demonstrated ability to manage multiple tasks and projects concurrently and within established timeframes
- Strong Program Management skills including PMO establishment, governance, steering committees and capabilities to consult and influence
- Adapt to rapidly changing priorities and execute on needed priorities to develop and drive the business
- Extensive demonstratable experience in a people managment role as a skilled infuencer
- Plans and organizes work effectively and Works well under pressure
- Effectively communicate project expectations to customers and stakeholders in a timely and concise fashion
List of Typical Experience For a Service Program Manager Resume
1
Experience For Senior Service Program Manager Resume
- Strongly skilled in Change Management
- Excellent written and verbal communications with the ability to present complex issues to multi-level audiences of company and government executives
- Maintain an effective Quality System and comply with the requirements of ISO, Compliance and documented processes
- Direct line manager for a team consisting of both Biomedical personnel and imaging field engineers
- Service offering definition, refinement, maintenance
2
Experience For BGS Entry Into Service Program Manager Resume
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function and coordinates the training requirement of distributor teams
- Resolve complex business problems or escalations by collaborating with internal and external stakeholders as needed
- General Financial knowledge gained through managing of a P&L
- Readily and naturally builds close relationships with peers and external stakeholders
- Passionate, energetic, and authentic leadership
- Drive partnership through maintaining, developing and/or repairing director and executive level review reports and facilitating meetings that focus on GE’s recommendations/solutions to improve hospital operations
3
Experience For SMB Service Program Manager Resume
- Drive partnership through developing director and executive level review reports and facilitating meetings that focus on GE’s recommendations/solutions to improve hospital operations
- Review and confirm all invoices related to service provided by BPO’s and ensure most cost-effective operation as determined by current budgets
- Ensures contract T&C’s are met
- Key partner and advisor to Customer’s team. Drives business results and manages customer relationships within area of responsibility
- Owns operational processes and manages service delivery processes in compliance with Customer’s and GE Healthcare’s policies
- Provide Operational management support relative to contractual commitments and SLA’s
4
Experience For Self Service Program Manager Resume
- Provides post-sales, lifecycle relationship and support and/or analytical support to solve a wide range of issues or problems
- Performs analysis of issues or problems
- Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area
- Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs
- Provides operational support relative to contractual commitments and SLA’s
- Understands complex client network topologies & develops solutions to business challenges
- Ensure Service Desk results meet client SLA’s
5
Experience For Country Service / Program Manager Resume
- Develop Service Improvement Plan for network components at risk or below SLA’s
- Proactive development of risk mitigation strategies to ensure contracted SLAs are attained
- Facilitate meetings that focus on GE’s recommendations and solutions to improve hospital operations
- Review and maintain insight into Customer’s account under the Agreement
- Develop or tailor processes that correlate with the customer’s requirements for all aspects of the OS program, including invoicing, change control, opportunities to expand program scope, delivery of entitlements, managing service providers, and leveraging links into the customer’s internal communication processes
- Support the efforts and collection of information required to develop, analyze, and/or modify financial plans, which include the monthly risk and opportunities, quarterly forecast, Annual Operating plan (AOP), long-term strategic plans (LRP) and KPI´s
6
Experience For Advanced Service Program Manager Resume
- Responsible for support the implementation of service tools, processes and programs
- Support the warranties analysis in the Region
- Responsible for the standardization of reports
- Responsible for innovation to standardize and improve systems and processes
- Assist in the development of metrics to measure success for services operations
- Create and present financials, market trends, programs results and plan statistics to management monthly
7
Experience For Japan Configuration Service Program Manager Resume
- Synthesize findings out of data to actionable recommendations to business leaders
- Support the initiative to keep LAR Service SharePoint updated
- Overall knowledge of HVAC industry
- Manages Verizon Settlement Process for compliance with Verizon policies when required for non-operational credits
- Develop the client business continuity strategy
- Develop network design strategy as well as architect solutions to meet client’s needs
8
Experience For Global Power Service Program Manager Resume
- Develop network diversity strategy to ensure network optimization and diversity
- Manages Service Programs for either eastern or western accounts as an embedded (from CSD) member of the Local Service/Account Management Team
- Monitors all pulse management/trend metrics and review regularly with team
- Participates in or drives TFT’s to resolve Service Program or Cost related excursions
- Responsible for Umbrella metric updates and reconciliation and present internally and to customers as needed
- Focal point to ensure that New Products, FCO’s and Upgrades planning is in alignment with Program Teams, Biz Ops, Account Management and Factory Ops needs and expectations
- Act as advocate for assigned accounts Local Teams to ensure needs are met
- Maintains metrics to measure service performance, on time delivery of parts and service, cost control and module lifetimes
- Attends and or owns substantial number of morning, evening and less common weekend interface meetings to ensure alignment with the Global Field Service Organization
9
Experience For AV Service Program Manager Resume
- Conducts review of various customer preventative maintenance schedules and aligns Cymer activities within agreed upon tolerances
- Assess adherence to and performance of documented processes
- Proficient in communication at all levels of management
- Clearly communicate with multiple global organizations
- Provide direction to our resources to meet or exceed contractual obligations with a primary
10
Experience For Tools Service Program Manager Resume
- Work with the GEHC Businesses and account management team to ensure clear
- Deliver value through creation of a client life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory management, asset utilization, and capital planning
- Create service offerings and entitlements for USCAN DI in Siebel 8.1
- Functional knowledge of Siebel, ePricebook, QuoteSuite, Siebel Analyst Tool DataBase, ePricebook, and SupportCentral
- Business travel required (less than 10%)
- Develop and execute service project goals, which include metrics associated with slip against schedule and budget, risk management, labor utilization, customer and employee satisfaction and management of quality plans
- Successful execution of a technical services projects portfolio for U.S. Government customers
List of Typical Skills For a Service Program Manager Resume
1
Skills For Senior Service Program Manager Resume
- Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma/ LEAN) while serving as advocate for client’s needs
- Experience working in the Healthcare industry including interaction with hospital administration
- Able to conform to shifting priorities, demands & time-lines through analytical and problem-solving capabilities
- Experience maintaining flexible approach when faced with business or client course corrections
- Experience in creating new offerings, programs, and initiatives
- Experience managing mid to large size organizations across multiple locations
2
Skills For BGS Entry Into Service Program Manager Resume
- Strong business acumen (i.e. knowledge of healthcare service lines, Profit & Loss centers,
- Longer than 3 years’ experience as same position in a company
- Experience with data analysis and report creations
- Two or more years of relevant work experience in the telecommunications field
- Experience working with Legal documents and GE Attorneys
- High work standards, works qualitatively, demonstrates initiative and motivation
- Experience in client-facing role (e.g., consulting, project management, process improvement
3
Skills For SMB Service Program Manager Resume
- Excellent knowledge of SDLC processes and in particular Agile process and working as a scrum master in a Cloud service based continuous delivery environment
- Experience maintaining a flexible approach when faced with business or client course
- PMP or similar certifications in addition to 10+ years of experience as a project and program manager
- Erviced based program management experience
- Proven successful track record in a Cloud based service deployment model
- Previous experience partnering with Humana’s Digital Center of Excellence
- GEHC Services experience (e.g., Clinical Services/Biomed, Radiology, Cardiology, Life Support
- Knowledge of, and experience with, service contract documents, offerings and entitlements
- Demonstrated ability to excel in a matrix organization
4
Skills For Self Service Program Manager Resume
- Coordinating the developing service contracts from past-performance projects and collaboration with Business Development
- Willing to travel 50% to 60% of the time
- Willing to travel regularly and at very short notice
- Understanding of complex integrated solutions relative to Verizon’s ability to achieve service levels
- Performing analysis to document client components inclusive of critical locations, circuits and design nuances
- Driving renewals on current projects
5
Skills For Country Service / Program Manager Resume
- Backup support for resolving Contract loading issues related to offering and entitlements in timely manner
- Comprehensive understanding of spending account administration, COBRA and WEX Health products and services
- Maintains a thorough understanding of the products and services offered by Verizon, and their billing and process capabilities
- Ensures customer receives appropriate Operational reporting through utilizing all available resources
- Provides financial support relative to contractual commitments and SLA’s, including billing account strategy, setup and optimization
- Ensures customer receives appropriate financial reporting through utilizing all available resources
- Coordinate between Product/Program Management, GTS, Planning/Logistics and local teams and load resulting plan into Demantra
- Support the increasing service marketing demands for new product offerings and customer-centric ePricebooks
6
Skills For Advanced Service Program Manager Resume
- Propose projects to improve the accuracy, consistency and efficiency of the Service quoting and contract loading (Siebel) processes
- Secure deep understanding of regional sales, service processes and commercial needs, and facilitate understanding to translate and enhance our commercial tools
- Support the preparation of proposals, proposal work statements, staffing plans, and project scheduling
- Identify project problems and create solutions such as re-allocating resources or changing contractual specifications
- Ood knowledge of X-ray and screening products is advantagous
- Lead efforts to escalate across internal functional groups to resolve Service or Client business impacting issues
- Maintain a thorough understanding of Verizon Products & Solutions
- This is customer facing role with main point of contact for customer service support role
- The post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support
7
Skills For Japan Configuration Service Program Manager Resume
- Supports the enrollment and utilization of the customer base on Verizon Enterprise Center (VEC/VECRM) and/or e-bonding capabilities
- Ensures the customer is educated on the tool using available company resources
- Create customer communication for notification of customer impacting events driven by grooms & maintenance activities
- Proactive Problem Management and Network Hardening analysis
- Lead on projects to include hosting face-to-face meetings and conference calls
- Provide internal and external training on systems and programs as necessary
- Work closely with Service Leaders, Technical Support Team and Finance to support monthly Service Performance reporting
- Expert-level knowledge of Microsoft office products including Excel, Word, Outlook and PowerPoint, Access and SQL
8
Skills For Global Power Service Program Manager Resume
- Plans and reviews upcoming Demantra driven event schedule and is responsible for the quality of the entire event plan
- Monitors and/or proposes adjustments to module pulse lifetimes using MPD, reliability and average deinstall data
- Ensure clear closed loop communication for implementation planning for configuration changes/NPI
- Responsible for working with Technical teams to develop best configs or needed improvements by customer use case
- Identifies issues and opportunities that can be mitigated through improved planning processes
- Assess functional capability of process, is process capable of repeatedly producing desired results
- Partner with Process Owners, Subject Matter Experts, and Process Improvement experts while driving process improvements
- Develops and delivers communication and training of new service business process and procedures
- Extensive knowledge of statistical/mathematical modeling and database systems
9
Skills For AV Service Program Manager Resume
- Inquisitive, problem solving and energetic approach toward business improvement
- Primary owner of USCAN DI ePricebooks, maintaining for monthly releases
- Provide backup decision support to daily escalations of risk cases requesting review and approvals of non-standard service offerings and entitlements
- Identify and drive enhancements with the Siebel team to improve functionality and accuracy of contract entitlements and billing
- Develop, maintain, and execute Services Program Plan for SGT to include business plan and the accountability for operating budget
- Provide monthly program revenue, profit, and staffing forecasts to SGT management. Drive results in these areas to meet the business goals
- Develop existing talent as well as needed interview, hire, and manage a geographically dispersed team of service personnel for current and future projects
- Lead post award activities both internally and externally to establish the program properly enduring proper execution
- Assume ownership for achieving defined customer performance metrics and ensure the highest customer satisfaction
10
Skills For Tools Service Program Manager Resume
- Ensure the implementation of product specific service requirements through the New Product
- Support Field Management Instructions (FMI) deployment in its initial phases, to confirm their
- Implement long-term solutions to maximize opportunities
- Develop, lead, engage, and inspire individuals throughout the organization
- Partner with other leaders to ensure productivity/liquidation targets are met and to ensure deep
- Willingness to meet face to face with customers at their offices in New York City
- Highly organized and detail oriented, combined with the ability to see the big picture
- Highly developed communication skills, especially the ability to communicate information to experience defining and managing product and/or services offerings in a complex business environment
List of Typical Responsibilities For a Service Program Manager Resume
1
Responsibilities For Senior Service Program Manager Resume
- Interfacing with internal customers, arranging internal and external meetings
- Manage site inventory requirements including planning, shipping, regulatory requirements, inventory checks, replenishments etc
- Acts as the main contact for all service requirement in the assigned region, managing direct and indirect teams and providing support to key accounts
- Manages the Distributor development program for the region, understanding needs and finding solutions
- Organise and monitor program activities, overseeing plans, schedules and program budgets within agreed deliverables
- Provide monthly updates to SGT management on work performed, plans, budget and overall project status
- Collaboration and Coordination with other partner teams to provide seamless communications and coordination with the Government entities
2
Responsibilities For BGS Entry Into Service Program Manager Resume
- Support project development and function as a part of an integrated team from design to service execution
- Assess, communicate, and uncover opportunities to mitigate risks in long term operations and contracts as well as collaboration with the PLM development team on repair project risks
- Direct the work of employees and/or subcontractors assigned to the services project
- United States Citizen with no dual citizenship or ties to other countries
- Actively seek out potential obstacles and risks to progress; take actions or create short term plans to remove or mitigate the effects of such barriers
- Lead recruitment activities of delivery staff to include interviewing, selection, hiring and salary negotiation. Coach, develop, retain, review and recommend corrective action for employees
- Maintain a 360 view of the AMC including financial performance, key cost drivers, and opportunities. Use the insight to drive better profitability, maximize customer satisfaction, and farm for sales prospects
- Design measurement metrics and communicate widely, in writing and verbally, key information and management reports on the performance, direction, and scope of the program
3
Responsibilities For SMB Service Program Manager Resume
- Interpret a variety of contract documents including partnership agreements, Statements of Work (SOW), and other subcontracts and clarify details for staff as required. Audit quotes for accuracy once created and approved by subordinates
- Lead the investigation of complaints from customers and ensure full resolution as evidenced by customer’s fully satisfaction
- Use insight from the program to put together a winning proposal with proper costing, scope definition, and pricing to further the renewal and continuance of a profitable AMC
- Interface with Projects, Product line, Engineering and Sales, taking ownership of all aspects of the Service Programmes
- Ensure that both hardware and Software systems are in place and functioning to support key
- Work closely with USCAN and Global partners to integrate seamlessly with related IT systems
- Communicate to Senior Management through Programme Reviews or other means, updates and snapshots of the Programs including highlighting issues in a timely manner
- Be the voice of the customer to provide visibility and add value to our Customer Experience Strategy
- Engage with all internal departments, and externally with our Customers and / or Distributors, both remotely and in country, to take ownership of, and manage delivery of, all service related and other assigned deliverables, on time, and to budget. Create budget per site and manage install costs
4
Responsibilities For Self Service Program Manager Resume
- Develop Programme management processes, to improve our Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables. Work alongside the project team to accelerate installations and reach warranty
- Work with the Contract Management Department, to draft, improve and feedback on customer contracts
- Manage all the contracts in allocated sites including, chasing POs, payment follow-ups, meetings to adjust payments and also make sure projected monthly revenue is achieved
- Provide internal analysis and reporting on service performance
- Manage all the Field service engineers in the region including job allocation, site visits etc
5
Responsibilities For Country Service / Program Manager Resume
- Provide regular customer facing performance and analytical reports. Extract from CRM to produce KPI’s for analyses and discuss with the customer as required
- Compile site reports consisting of site surveys, third party requirements, service snag lists and any specialist tooling requirements and raise required CARs
- Manage customer relationships with regular feedback meetings and surveys
- Manage and assist our distributor relationships with regular feedback meetings and surveys
- Organise and arrange proactive site visits to support their requirements
- Be the single point of contact for service and act as the escalation point for customer issues at all times
- Take additional responsibilities as allocated by Director of Service
- Work with EMEA Service Manager for Service Delivery, project support and quotes where required
- Manages and overseas the installation teams in each market in coordination with Distributors and serive managers
6
Responsibilities For Advanced Service Program Manager Resume
- Works with sales managers to understand and scope their need and adapt the deliverables with the Distributor
- Prices and seeks agreement and sign-off from all stakeholders on quotations
- Provides the correct impetus for the helpdesk support and CRM
- Complete all administration tasks in Navision and helps to produce monthly metrics an generate all documentation for fulfillment of the service requirement
- Promptly escalate any quality or integrity issue
7
Responsibilities For Japan Configuration Service Program Manager Resume
- Comply with the EHS Policies and applicable laws and regulations
- Drive partnership through maintaining director and executive level review reports and facilitating meetings that focus on GE’s recommendations/solutions to improve hospital operations
- Awareness and comprehension of GE Healthcare’s Service Business (specifically AssurePoint Service & On-Demand Service Offerings/Contracts)
- Familiarity with GE’s DI Equipment Products
- Technical knowledge of the GEHC
- Fluency in Greek both verbal and written is essential
8
Responsibilities For Global Power Service Program Manager Resume
- Accountable to ensure Service led contractual commitments are achieved, customer satisfaction is met, and corporate policies are adhered to
- Participates as needed in Service Reviews
- Act as escalation POC to the Customer for all Service related matters
- Willingness to be on call for afterhours support as needed
- Work city and state are flexible based on Verizon locations
9
Responsibilities For AV Service Program Manager Resume
- Exceptional Portfolio and Program Management Skills including scheduling, financial reporting, performance reporting, communications, issues/risks/actions management, procurement management and other key PM skill sets
- Personality who ‘owns” and ‘delivers” the outcomes rather than a process centric individual
- Experience in client-facing role (e.g., consulting, project management, process improvement (Six Sigma/ LEAN)), while serving as advocate for client’s needs
- Business development. Strengths include communication, organization, quality and collaboration
- Successfully lead and motivate diverse product, solution teams across geographic boundaries
- Effectively converse on complex topics and strategic concepts related to Cloud based services (both internal and externally supported) and be the lead for the service reporting up to senior executive management levels
10
Responsibilities For Tools Service Program Manager Resume
- Strong background with Agile scrum process, explicitly as a scrum master (CSM). Specifically experienced in driving continuous delivery based cloud software releases
- Perform as a cross functional leader with tight interfaces to business unit leaders, sales, design engineering, finance, cloud service operations and quality
- Ability and experience in leading and working with international teams across time zones, across multiple domain expertise
- Proactive and enthusiastic person driving interest and building positive momentum across teams
- Chair weekly cross functional meetings tracking schedule, deliverables and actions. Mobilize internal team where is necessary to drive closure on issues
- Possess proven people management skills including promoting teamwork, providing on-going training, performance management, responding to employee issues and resolving conflicts
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