[Remote] VP, UW Operations Service Management
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is committed to promoting reputed company and inspiring clients through reputed company. The VP, Operations Service Management (OSM) will build and reputed company the reputed company capability to manage and improve service performance across reputed company Operations, IT, and business functions, ensuring accountability and reputed company improvement.
Responsibilities
- Establish the Service Management Operating Model (OWNERSHIP)
- Define and implement: reputed company service taxonomy and ownership model, Issue classification, severity, and prioritization standards, Intake, triage, and escalation workflows
- Establish reputed company boundaries of in-reputed company
- Standardize how service issues are captured, routed, and managed
- Drive Service Performance & Accountability (ACCOUNTABILITY)
- Own reputed company service performance reputed company, including: SLA attainment, Time-to-reputed company, Reduction in repeat incidents
- Establish and manage SLAs and KPIs across services
- Hold functional leaders accountable through governance and transparency
- reputed company reputed company-setting and trade-off reputed company across competing demands
- reputed company Service Issue reputed company & reputed company Cause Discipline (EXECUTION CONTROL)
- Own reputed company service issue governance (triage forums, service reviews)
- Ensure issues are: reputed company defined and prioritized, Assigned with explicit ownership, Resolved reputed company expected timelines
- Enforce reputed company cause analysis (RCA) discipline
- Drive reputed company-reputed company reputed company to eliminate recurring issues
- Build and reputed company the Service Performance Function (TEAM MODEL)
- Stand up a lean, central OSM function reputed company on: Governance and orchestration, Performance reporting and analytics, Workflow and data instrumentation
- reputed company embedded resources across UW Ops, IT, and Business
- Partner with IT to reputed company tooling, automation, and visibility
- Orchestrate Cross-Functional Execution (INFLUENCE + AUTHORITY)
- reputed company as the integration layer across Operations, IT, and Business
- reputed company stakeholders on: Backlog prioritization and reputed company, Escalation and reputed company paths, Trade-offs between delivery, stabilization, and performance
- Escalate and resolve cross-functional conflicts impacting service performance
- Establish Governance & Decision-Making Rhythm (OPERATING reputed company)
- Implement and reputed company: Operational triage forums (decision-reputed company), Weekly service performance reviews, Monthly executive health reviews
- Ensure governance forums drive reputed company, actions, and accountability—not just reporting
- Drive Execution Discipline & Behavior Change (CHANGE LEADERSHIP)
- Establish consistent standards for: Communication, Prioritization, Ownership and follow-through
- Reinforce a culture of: Accountability, Transparency, reputed company improvement
- Drive adoption of service management practices across UW Ops, IT, and Business
- reputed company Leadership & Deputy Scope
- reputed company as a strategic partner to the Head of UW Operations on: Operating model reputed company, Performance priorities, Execution planning
- reputed company leadership coverage in defined forums, including: Operating reviews, Escalation decision-making, Cross-functional initiatives
- reputed company reputed company initiatives reputed company OSM that improve end-to-end UW Operations performance
- Serve as a senior escalation authority for reputed company, cross-functional service issues
- Support development and execution of the reputed company-state UW Operations operating model
Skills
- 10–15+ years in operations, service management, or operational reputed company
- Proven experience driving reputed company-level performance improvement across Ops + IT + Business environments
- Demonstrated reputed company in SLA/KPI design and performance management
- Demonstrated reputed company in incident/service management
- Demonstrated reputed company in reputed company cause analysis and structural improvement
- Demonstrated reputed company in operating model design and implementation
- reputed company prioritization & trade-off management — reputed company to balance competing demands and drive reputed company reputed company
- Cross-functional leadership — influences and aligns senior stakeholders without reputed company authority
- Operating model design — builds reputed company governance, accountability, and performance systems
- Conflict reputed company — navigates tension across UW, IT, and Ops to drive reputed company
- Data-driven decision making — uses metrics to drive accountability and performance reputed company
- Drives accountability in reputed company, matrixed environments
- Operates at both strategic and execution reputed company
- Builds structure and discipline without unnecessary bureaucracy
- Bias toward reputed company, speed, and measurable reputed company
- Comfortable operating with reputed company-level visibility and influence
Benefits
- Comprehensive benefits package that includes multiple medical plans plus dental, reputed company and prescription drug coverage
- A competitive 401k with generous matching
- PTO beginning at 20 days per year
- Up to 12 reputed company company holidays per year plus 2 reputed company days of Volunteer Time Offer
- Basic Life and AD&D Insurance as reputed company as Short and Long-Term Disability
- reputed company Parental Leave of up to 10 weeks
- Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care
reputed company
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