Vacancy expired!
RESPONSIBILITIES:
Kforce is currently seeking a Service Manager for our client in Tampa, FL.
Responsibilities:
In this role, the Service Manager manages the Customer/Stakeholder Relationships for Operations
Influence by understanding and providing the business impact and urgency to our support teams/suppliers
Mentoring technical team members to increase business acumen
Coordinate across multiple teams, technology layers or where a gap exists
Focus on improving cross team effectiveness and efficiencies via Service Improvement Plans
Work with Operations to establish the root causes of issues and tackle them, rather than just the symptoms
Translating the strategic direction of the business into technical considerations for the Development and Operations teams
Help stakeholders/customers navigate the complexities of global teams and processes, ensuring their request are met
Advise stakeholders on relevant technical issues for their business areas
The Service Manager will develop specialized expertise in one or more areas, maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area
Contributing to and/or facilitating security initiatives, reviews, release management, capacity planning, infrastructure change scheduling, etc.
Support the successful completion of internal audits within the defined Audit Attestation framework
As a Service Manager, you will be managing Service Level Agreements (SLA) with external and internal resources and quality/acceptance of deliverables including customer relationship management, Deliver on the Book of Shared Services mandate where appropriate
REQUIREMENTS:
ITSM Concepts knowledge
Candidates qualifying for this position will have similar experience along with the skills and abilities to perform the duties mentioned
Any relevant education and/or training will be considered a plus
Change Management Experience:
Advise Operations on Change Request procedures
Assess changes for risk of service interruption
Configuration Management Experience:
Ensure accuracy/standards of Service CIs in ServiceNow
Update appropriate trackers e.g. smartsheet
Maintain portfolio of Business & App Service CI's
Knowledge Management Experience:
Liaise with Operations and Application support teams to define KB articles
Highlight key known issues & workarounds
Service Audit/Attestation Experience:
Collect and Provide Attestation/Audit findings
Identify opportunities to implement new processes or teams to improve the SM brand and to help the overall Ops IT process
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
