Service Manager

Job Description

The Service Manager will ensure to stay up to date on all new workflow enhancement projects & other conventional workflows for Journals workflows in order to provide support for any new initiatives, services or product development based on the business requirements.The Service Manager will also enable the systematic review of supplier workflows, systems and tools to enable efficiency and cost savings using automation and integration of supplier tools into the Elsevier production process for all content. SSM play a crucial role in maintaining and developing specification document for conventional and new workflows as they become business as usual.The role of the Service Manager (SM) is to provide support to complex technical queries that could be raised by suppliers, journal management and Service Managers. They play a key role and actively contribute to projects that focus on workflows improvement. SM will act as bridge between suppliers and journal managers to resolve complex technical queries and involve suitable team across Elsevier (operations and non-operations) to ensure proper resolution is implemented. They also own the responsibilities to support the SMs by providing required support and coverage on need basis.New Program/Product roll out across suppliers1. Successful validation and implementation of the new product/program with the Suppliers.2. SM will play an active role in testing and auditing suppliers on their tools and workflows. 3. SM will draft the plan to validate and execute new workflow pilots and implementation at supplier side that aligns with the timeline of internal project team4. Ensure smooth transition of the new product/service to BAU mode.5. SM will own the accountability to initiate meetings, testing, training when necessary with the supplier partners.6. Establish incident management process for the new services and workflows so incidents are handled at proper priority levels. SM will support the project group in drafting the incident management protocolsValidations & Testing1. Implement & validate supplier tools and processes against Elsevier specifications, requirements & standards for all workflows.2. Oversee all validation and implementation activities.3. Plan and prioritize all the validations pro-actively.4. Content service testing and validation in collaboration with product, process design, content standards, transformation.5. Maintain accessible overview of validation status including creation of clear and concise reports.6. SSM will share the updates to internal stakeholders on timely basis so the communication channel is kept open.Reports for new services and workflows1.The SM will work with Senior SM to ensure proper reports are in place to enable effective monitoring of the services and their performance.2. SM works with SSM and DPO, JCO, Product and reporting teams to gather reporting requirements, provide input to create necessary reports and are also involved in validating the integrity of the reports.3. SM is responsible for monitoring the services and workflows performance until they successfully migrate to BAU.Operations Support1. Lead any new workflow implementations, rollouts and handle supplier/production escalations. To provide support to the DPO and RCO teams for the below items with the help of Service Managers to arrive at permanent solutions.2. Handle workflow issues/escalations within agreed SLA.3. Implementing workarounds/solutions for any critical workflow challenges.4. Regular reporting of key activities/risks/issues/challenges are documented and maintained.5. Actively participate in the workflow improvement activities organized by RCO and DPO like VSMs, BSMs and RIEs and suggest process improvement and work on assigned action plans.Drives for results Level 3Does everything possible to achieve goals.Regularly measures and evaluates progress.Accepts responsibility for the resultsbased outcomes of group.Holds others accountable and encourages others to take accountability for achieving results.Shares credit and recognition with others for achieving goals.Technical and Professional Expertise Level 3Applies a depth of knowledge and understanding to own work and relates to overall business context.Applies a breadth of knowledge across multiple functions and projects on behalf of the team.Actively champions the team s technical knowledge within the organisation.Sought out due to indepth knowledge and experience.Takes Initiative Level 3Proactively addresses business demands.Fosters a team attitude of going above and beyond minimum requirements.Coaches team members on how to take action in the face of ambiguity.Avoids procrastination that may be damaging to the team or business.Rewards individuals for going above and beyond expectations.Communicates Powerfully and Prolifically Level 3Provides a definite sense of direction and purpose.Provides people with a clear understanding of how their work fits within a wider organization.Delivers presentations clearly and with high impact.Develops a trusted 2way communication interface between the team and stakeholders.Solves Problems and Analyzes Issues Level 3Identifies and highlights new trends, potential problems and opportunities early.Effectively coaches others on how to analyze information to solve problems.Encourages and coaches others to seek alternative ways to solve complex problems.Connects Group to Outside World Level 3Develops strong external network, including customers, competitors and leaders in other organisations, to bring in relevant information to the business.Helps others stay focused on customer needs.Has the ability and confidence to adapt business goals as a result of collected customer metrics.Encourages team to build and maintain relationships with external and internal stakeholders globally.Collaboration and Teamwork Level 3Promotes a high level of cooperation between all members of the work group.Looks for ways for team to work with other teams and divisions.Achieves objectives requiring a high level of cooperation from people in other parts of the organisation.Takes the lead in resolving conflict within a work group.Keeps team informed of all relevant information affecting the organisation, team members and their work.Functional and Technical Competencies1. Initiative and self-motivation and assertiveness.2. Good English written and verbal communication.3. Ability to understand global cultural differences and act accordingly.4. Demonstrated ability to accept and implement change.5. Customer-service orientation.6. Teamwork and collaboration.7. Concern for quality, timeliness and accuracy.8. Project and quality management skills.9. XML, DTDs and schema knowledge is required.10. ISO Quality Management auditing experience is preferable.11. Microsoft Office applications.12. Strong analytical and problem solving skill is required.13. Demonstrated ability to accept and implement change.14. Knowledge of the Journal production process including strong understanding of applications:EM, PTS, EWII and VTW.15. Strong knowledge of wokflow improvement initiatives - Centralized Page Composition, Complex Article Service, Trinity and Cost Optimization.16. Strong knowledge and experience in typesetting process and supplier workflows is required.17. Strong knowledge in PDF profiles & artwork analysis is required.Education, Knowledge, Skills and Experiences (and any other requirements)1. 7 professional experience in publishing or relevant industry.2. University Graduate degree3. Experience in creating documentation and training material as well as delivering training and presentations to suppliers and internal production teams4. Active contribution to the workflow enhancement services that leads to implementation of new services and work processes5. Ability to generate and interpret reports as well as manipulate and analyse data6. Demonstrated competency in project management and the successful execution of global projects7. Willingness for occasional travel-----------------------------------------------------------------------Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodationsrelx.com or if you are based in the US you may also contact us on 1.855.833.5120.Please read our Candidate Privacy Policy,

Keyskills :
new trendsproblem solvingcost savingssalestraining materialcustomer serviceworkshopmicrosoft officespare partsprocess designwarrantyproject management