Wilmington, DE - Sr. Service Manager

Job Description:

• Sr. Service Manager will lead all service changes and introductions into the live service environment, ensuring no disruption to business critical functions, minimal impact on existing services and optimisation of overall service offerings
• The role will interact with third party suppliers to ensure sufficient resources are allocated to bring forward developments in line with business priorities and ensure that standardised methods and procedures are established to allow for efficient and prompt handling of all service introductions and changes
• The range of potential accountabilities for this role family is extensive
• Accountable for all aspects of introduction of new or enhanced services, from the initial concept development stage through to the live environment and drive the governance and decision-making process for all service development initiatives and service implementations
• Accountable for providing recommendations on serviceability and service acceptance 
• Act as a key escalation point for issues and risks associated with the development and introduction of new or significantly enhanced services, and ensure appropriate risks & issue escalation routes are in place
• Develop a Capacity Plan that forecasts resource trends, requirements and service needs
• Ensure that IS introduction and change management services are provided in accordance with global and regional security standards and quality and compliance standards, policies and procedures and drive the Service Introduction Plan
• Review audit reports of service introduction and change management processes, and take corrective actions, drive the continuous improvement of current and future service introduction and change management processes

Work collaboratively with:

• Managers to review and validate change management requirements, based on the project pipeline
• Portfolio Managers to ensure that the allocation of service introduction resources is in line with demand
• Service Managers to enable them to deliver and support the solutions and that the impact on business critical functions is minimized
• IS leaders to input into the development of the overall IS strategy and annual planning activities

REQUIREMENTS:

• BA/IS
• 7 years + experience of leading change, and engaging / directing projects within a customer facing environment
• Aware of developments in the IT marketplace
• Strong communication and relationship building skills
• Proven experience in tracking and prioritising the management and control of multiple projects and issues
• Experience of using a range of supplier management, project management and change management methodologies
• Excellent knowledge and experience with third party suppliers in an outsourced and off-shore environment
• Strong experience of application of policies, procedures and guidelines and risk management and assessment within regulatory / governance environment
• Knowledge of managing budgets and commercial/financial understanding
• Proven ability to interpret and communicate technical information
• Ability to develop and lead innovation opportunities
• Ability to work well in and across diverse, global teams and proven ability to influence others to achieve positive outcomes
• Proficiency in Project Management and active knowledge in Programme Management and Project Management tools and methodologies

SUBMIT RESUME to Resume@ABOUT-Consulting.com

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