Operations Manager #30139

About ExelaExela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exelas software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.Health & WellnessWe offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.Military Hiring:Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.Job Summary: Seeking a high energy individual with a great work ethic to manage 12 employees at four different locations to include the main office where the Manager will reside at 3 World Trade Center in NY, NY. Regional offices include Stamford, CT (1 employee), Chicago, IL (1 employee) and Parsippany, NJ (1 employee). The right candidate will posses previous legal industry experience and have great communication skills, a proactive management approach, a mentor and leader to our staff. Ability to travel to regional offices 1-2 times per year is required. We provide end to end reprographics services and incoming/outgoing mail processing. Other administrative duties are required as needed by the client.Service Delivery Manager 2About the Role:As a Service Delivery Manager 2, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery professionals, manage client relationships, and drive continuous improvement initiatives to optimize service delivery processes and outcomes. This role requires strong leadership skills, strategic thinking, and a deep understanding of service management principles.Essential Job Responsibilities:Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.Qualifications:Bachelors degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.Proven track record of successfully managing client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.Deep understanding of service management principles, ITIL framework, and industry best practices for service delivery.Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.Previous Management role in the legal industryPunctual, ability to work onsite 5 days per weekExcellent communication skills, both written and oralAbility to manage a staff of 12 employees at 4 different locationsProactive thinker and high level work ethicAbility to manage financial budgets to include forecasting and invoice reconciliationsEEOStatement:Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.The Salary range for this position starts at $80,000 year; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Created: 2025-02-17