Job: Business Systems Service Manager

Location: Bethesda, MD, United States 

Description

Organization Overview:

Abt Associates is a mission-driven, global leader in research and program implementation in the fields of health, social and environmental policy, and international development. Known for its rigorous approach to solving complex challenges, Abt Associates is regularly ranked as one of the top 20 global research firms and one of the top 40 international development innovators. The company has multiple offices in the U.S. and program offices in more than 40 countries.

Minimum Qualifications:

BA/BS with 10+ years of experience OR the equivalent combination of education and experience.

Job Responsibilities:

The Service Manager has overall accountability for defining the service, ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecyclein conjunction with a Service Team. This position is responsible for managing all aspects of theBusiness Systems Support Services in support of the following business operations: HR, finance, business development, contract operations, company intranet and company website.

Responsibilities:

• Develop a service strategy and roadmap.
• Develop service page for IT Service Catalogue.
• Establish and maintain service SLAs. Publish service metrics.
• Develop and implement year service plans.
• Form a service team and facilitate team meetings and activities.
• Develop resource plans. Manage resources involved in performing planned service activities.
• Establish effective partnerships and manage effective communications with the service stakeholder groups.
• Measure service performance in accordance to these SLAs.
• Lead continuous service improvement activities.
• Participate in establishing effective processes; provide leadership in enforcing adherence to these processes.
• Effectively manage service request fulfillment. Work with relevant stakeholders to prioritize requests.
• Facilitate communication between service delivery, support, IT Service Center and IT management.

Skills Prerequisites:

• Ability to work in a highly matrixed organization
• Strong task managememt skills
• Strong team management skills
• Strong leadership skills
• Strong vendor management skills
• Knowledge of standard System Development Lifecycles models
• Experience and knowledge with Oracle EB required
• Experience and knowledge of Success Factors HCM, ServiceNow is a plus
• Excellent oral and written communication skills
• Excellent problem solving skills
• Excellent analytical skills
• Familiarity with SixSigma and ITIL is a plus

***This position is available in Bethesda, MD or Cambridge, MA***

More Info and Application