Jobs and Careers

Sr. Manager Operational Excellence

United States - Remote, United StatesRemotefull_timeVerifiedPosted 23 Apr 2025

About the role

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 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 pro