Service Excellence Specialist

OEC Group offers hybrid work, competitive salary, a full benefits package, opportunities for professional growth and so much more!

Job Summary

As a Service Excellence Specialist, you will play a 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.

What we’re looking for…

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  2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.

  
  


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  Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)

  
  


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  Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.

  
  

What you will do:

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  Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.

  
  


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  Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.

  
  


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  Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.

  
  


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  Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.

  
  


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  Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.

  
  


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  Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.

  
  


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  Lead service/process improvement and automation initiatives, from ideation to implementation and control.

  
  


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  Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.

  
  


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  Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.

  
  


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  Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.

  
  


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  Monitor and manage the ITSM tooling improvement pipeline from request to delivery.

  
  

Who you are:

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  You possess the ability to work independently, navigate complex environments, and explain complex processes into manageable steps.

  
  


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  You are proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.

  
  


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  You have the readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.

  
  


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  You have 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.

  
  

Qualifications:

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  Working knowledge or experience with the following:

  
  


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  IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)

  
  


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  Project Management experience

  
  


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  Process Improvement Methodologies (Lean Six Sigma, Agile, etc.)

  
  


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  Software Development Methodologies (SDLC, Agile, DevOps, etc.)

  
  

Work schedule:

New York Office: 9 am-6 pm EST (Hybrid)

Education

• Bachelor's degree or higher in Business Administration, Project Management, Industrial Engineering, or a related field is preferred.

Salary Range

$120,000-$140,000 annually based on education and experience level.

Perks & Benefits of OEC Group

After successfully completing and passing a standard 90-day introductory period the employee is provided with the following benefits package. This includes:

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  Full Health Insurance Coverage (Medical Vision and Dental)

  
  


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  Life and Accidental Insurance Coverage

  
  


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  Vacation/ Personal/ Floating Days

  
  


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  401K Retirement Plan with up to 3% company match

  
  

About OEC Group

Established in 1981, OEC Group is one of the leading NVOCC freight forwarding companies. We provide our customers with import and export services, as well as, door-to-door services for both international and domestic needs. We remain competitive by offering a wide range of logistics services, including: ocean and air freight, rail, trucking, warehousing and distribution, customs brokerage, cargo insurance and more.

Company Culture

OEC Group provides a fun, family-oriented work culture. We are a well-established company that is continually growing and looking for strong team players. We often host company outings such as team dinners, holiday parties, company picnics, and team building activities!

OEC Group is an Equal Opportunity Employer.

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