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Manager, Enterprise Service Management (Bethesda, MD)
Title: Manager, Enterprise Service Management@ Bethesda, MD
Terms of Hire: Full time.
Responsibilities
Responsible for strategic direction of key Enterprise Service Management (ESM) operational processes at CLIENT including Incident and Problem Management to ensure that they are consistently deployed, executed, and continuously improved in alignment with business requirements. Provide strategic guidance to both business and technology stakeholders to improve CLIENT services and partner with risk and compliance organization to optimize the technology risk control environment.
Directly manage a team of analyst to provide day-to-day management of operational processes including continuous monitoring to ensure business value is achieved and that compliance to all relevant risk controls are met. Facilitate and participate in all process governance functions and coordinate interactions across ESM processes to ensure consistent alignment to priorities and strategic objectives. Define, develop, and leverage data analytics to manage service levels, key performance, and risk indicators to optimize process performance.
Key Job Functions
Education
Terms of Hire: Full time.
Responsibilities
Responsible for strategic direction of key Enterprise Service Management (ESM) operational processes at CLIENT including Incident and Problem Management to ensure that they are consistently deployed, executed, and continuously improved in alignment with business requirements. Provide strategic guidance to both business and technology stakeholders to improve CLIENT services and partner with risk and compliance organization to optimize the technology risk control environment.
Directly manage a team of analyst to provide day-to-day management of operational processes including continuous monitoring to ensure business value is achieved and that compliance to all relevant risk controls are met. Facilitate and participate in all process governance functions and coordinate interactions across ESM processes to ensure consistent alignment to priorities and strategic objectives. Define, develop, and leverage data analytics to manage service levels, key performance, and risk indicators to optimize process performance.
Key Job Functions
- Direct management of the analyst team performing process management duties including day-to-day direction, supervision, and mentorship
- Oversight of new and existing processes including maintaining and improving process management policies and procedures in alignment with
- ITIL and other leading practice frameworks
- Oversight of the maintenance and creation of new documentation pertaining to ESM policies, processes, and guidelines
- Engagement with senior leadership and process stakeholders incorporate their feedback in alignments with continuous improvement of the processes
- Supervise front line controls testing and support for all process audits and support management in quarterly risk control assessments
- Manage the development of reports that communicate process performance and compliance and present/deliver to various levels of management
- Document requirements as needed for process improvement initiatives and/or application enhancements
- Participate in recurring and adhoc Enterprise Service Management governance meetings (e.g. Major Incident Reviews)
- Supervise the delivery of communications and training to drive process adoption
- Plan and/or lead specific projects or initiatives related to ESM processes
- Identify process efficiencies and improvements for existing processes or tool improvements to support the process
Education
- Bachelor’s degree or equivalent
- Minimum 6 years of experience with information systems and IT operations in enterprise scale or highly regulated environments
- Minimum 2 years directly managing IT staff including recruiting and training employees, communicating job expectations, and monitoring performance
- Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future.
- Demonstrated experience managing large cross-functional initiatives
- Practical experience with IT service management principles and practices aligned with the ITIL framework
- Excellent written and verbal communication skills
- Working knowledge of technology management methodologies including SDLC, Lean Six Sigma, and Agile
- Familiarity with IT control frameworks such a COBIT and NIST and experience managing controls in highly regulated environments
- ITIL certification preferred
- Formal training in project management practices preferred
- Relevant management or advisory consulting experience preferred
- An opportunity to be a part of a great culture, an awesome team, a challenging work environment, and some fun along the way!
- Apply today to learn more and be part of our Growth story.
Department: Scout
This is a full time position