OEC Group
Service Excellence Specialist
OEC Group, Cerritos, California, United States, 90703
We offer competitive salaries, full benefits package, Paid Time Off, and opportunities for professional growth.Established in 1981, Orient Express Container (OEC) Group is one of the top freight forwarders in the transportation industry. We provide freight transportation, logistics, and information services to over 50,000 customers through a network of global offices.Our employees recognize the impact we make in the global supply chain through staying on top of the ever-changing logistics industry with the goal of delivering quality information and services to our clients.As a
Service Excellence Specialist ,you will playa key role in the Service Excellence team to drive the ambition towards service excellence. The Service Excellence Specialist will monitor the lifecycle of services, foster a culture of service excellence, and lead service excellence and process improvement initiatives.
Requirements:
2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.Working knowledge or experience with the following:
IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)Project Management experienceProcess Improvement Methodologies (Lean Six Sigma, Agile, etc.)Software Development Methodologies (SDLC, Agile, DevOps, etc.)
Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.Ability to work independently, navigate complex environments, and explain complex processes into manageable steps.Proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.Readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.Curiosity and want to grow your experience across several domains, especially freight logistics domains and general operation management, to drive projects from conception to running.Responsibilities:
Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.Lead service/process improvement and automation initiatives, from ideation to implementation and control.Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.Monitor and manage the ITSM tooling improvement pipeline from request to delivery.Salary:
$95,000 - $120,000/year based on education and experience level.Benefits:
Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.401K retirement plan with 3% company match.Discounted pet insurance - woof! woof! meow!Annual performance bonus and mid-year reviews for salary increases.Education:
Bachelor's in Business Administration, Project Management, Industrial Engineering, or a related field is preferred.OEC Group is an Equal Opportunity EmployerOEC002
Service Excellence Specialist ,you will playa key role in the Service Excellence team to drive the ambition towards service excellence. The Service Excellence Specialist will monitor the lifecycle of services, foster a culture of service excellence, and lead service excellence and process improvement initiatives.
Requirements:
2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.Working knowledge or experience with the following:
IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)Project Management experienceProcess Improvement Methodologies (Lean Six Sigma, Agile, etc.)Software Development Methodologies (SDLC, Agile, DevOps, etc.)
Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.Ability to work independently, navigate complex environments, and explain complex processes into manageable steps.Proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.Readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.Curiosity and want to grow your experience across several domains, especially freight logistics domains and general operation management, to drive projects from conception to running.Responsibilities:
Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.Lead service/process improvement and automation initiatives, from ideation to implementation and control.Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.Monitor and manage the ITSM tooling improvement pipeline from request to delivery.Salary:
$95,000 - $120,000/year based on education and experience level.Benefits:
Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.401K retirement plan with 3% company match.Discounted pet insurance - woof! woof! meow!Annual performance bonus and mid-year reviews for salary increases.Education:
Bachelor's in Business Administration, Project Management, Industrial Engineering, or a related field is preferred.OEC Group is an Equal Opportunity EmployerOEC002