You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most. 

At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical. 

The Information Technology team at Bose exists to deliver valuable and reliable business and technology solutions with an innovative, engaged, and collaborative team focused on contributing to our corporate vision.

Job Description

About Bose
You know the moment. It's the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying "hello". It's in these moments that sound matters most. At Bose, we believe sound is the most powerful force on earth. We've dedicated ourselves to improving it for nearly 60 years. And we're passionate down to our bones about making whatever you're listening to a little more magical.

About the Role

The Bose Enterprise Technology Customer Operations Services Delivery Manager role is leadership position responsible for driving efficiencies and services that improve productivity of Bose workers. This role is focused on providing IT Services for Bose employees, Contractors and Vendor partners in all regions. The role is accountable for driving improvements and overseeing crucial functions such as endpoint, network, and server/compute services across the Bose IT ecosystem.  The role will be responsible Vendor Performance Management Managed Service Provider who provide managed IT Technology services to our customers.    

This role is responsible for leading the Customer Operations teams in the delivery of critical digital technology operational support for the Bose global technology landscape. 

Specific Responsibilities

Key responsibilities include delivering an exceptional customer service experience for every customer engagement with a strong focus on first contact resolution, all levels of Service Level Management, Incident, and Dispute Management for our strategic Managed Services Partner.  Has responsibility for program leadership and governance, chairing Daily and Weekly Service meetings for proactive performance management.

The Customer Operations Service Delivery Manager is accountable for Operational Service Management Assurance as defined in the managed services agreement, initiates continuous improvement opportunities and Service Level Resets, and validates and approves monthly SLA report for the program.

About You
Required Competencies:

• Strong Customer Service management skills and the ability to develop, mentor, motivate, and evaluate Customer Operations Staff to provide high levels of service, professionalism, and efficiency.

• Superior time and task management ability and judgement to accurately assess business priorities.

• Expert knowledge of ITIL processes for incident, change and problem management.

• Strong knowledge of the varying business units, how they interact with one another, and what systems are utilized.

• Demonstrated broad technical knowledge and problem-solving abilities.

• Exceptional listening, communication (written and spoken), data storytelling and presentation skills with an ability to gain buy-in, influence and build rapport with partners of diverse cultures and levels of expertise.

• Change agent who excels at change management, is organized, detailed, and able to grasp and apply new concepts quickly and relay/implement within the team.

• Accountability – embraces a strong drive for results, relentless pursuit of quality deliverables with a sense of urgency and attention to detail.

• Complexity management in broad organizations with competing priorities.

Experience Requirements:

• 4+ years Management experience and a proven history in IT Operations, Service Desk, Technology Support and Customer Service

• Strong Experience designing, managing, and / or continuously supporting core IT Service Management processes (Incident, Problem, Change)

• Experience using ITSM platforms to manage ITSM / Knowledge with strong operational experience.

• Demonstrated ability to implement mature ITSM practices in a fast-paced transformational organization.

• Experience conducting trend and root cause analysis and developing action plans, policies, and procedures to avoid future issues.

• Demonstrated a