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 Global Operations Services Delivery Manager role is senior leadership position responsible for all levels of Vendor Performance Management for the strategic suppliers who provide managed IT Technology services to our customers. A strong technically savvy Operations leader that can manage external service providers and internal Bose central Operations teams. Owns and directs ITSM planning, strategy, and budget management across 20+ global office locations. Collaborate with Bose business process owners and key decision makers across Global Business Operations, Human Resources, Workplace Services, and other functions to ensure delivery of a frictionless customer experience for every engagement.

This role is responsible for leading large or multiple technology delivery and operations teams in the delivery of critical digital technology strategy, deployment, and operational support for a subset of the Bose global technology landscape. The manager will have multiple teams of Bose contractors in any of the geographies where Bose operates and will maintain a financial budget in support of the technology under their management.

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 & Dispute Management, Contract Compliance & Deliverables, Contract Changes & Amendments, and Invoice Management for our 2 strategic Managed Services Partners. Has responsibility for program leadership and governance, chairing Weekly and Monthly Service Delivery Committee for proactive performance management.

The Global Operations Service Delivery Manager is accountable for Operational Service Management Assurance, ensures receipt of deliverables and obligations as defined in the managed services agreement, initiates Change Requests for continuous improvement and Service Level Resets, validates and approves monthly SLA report, and validates accuracy of invoices (e.g. Performance credits) for the assigned 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:
• 5+ years in a senior leadership focusing on implementing and managing on ITIL best practices.
• 10+ years designing, managing, and / or continuously core IT Service Management processes (Incident, Problem, Change)
• Experience using ITSM or Atlassian 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.
• Management of global, multi-vendor IT projects.
• Demonstrated ability to develop strong alliances with those outside of your immediate organization.
• Excellent communication and interpersonal skills including the ability to work effectively with technical and non-technical staff.
• Demonstrated success partnering with other business leaders to develop a vision and strategy for digital business technology.

Education/Certification Requirements:
• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL and digital certification (Expert or Master preferred).
• Continuous Learning: Demonstrated commitment to staying updated on emerging trends and technologies in vendor management.

*Please note that this role is hybrid. Hybrid at Bose requires a minimum of three in-person days in your assigned office location.

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.
If you believe you need a reasonable accommodation, please send a note to [email protected]

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Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.