Service Manager

WTW • Arlington, VA

22d • $75,000 - $100,000

About The Position

The Role Continuously evaluates IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement Seeks feedback from the internal stakeholders, agree and own the team’s Continual Service Improvement Plans (CSIPs) Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions and the configuration management database (CMDB) Directly involved in strategic quality planning by developing corrective action and counter measures to operational quality issues Incident and Problem Management, Service Delivery Management, Budget Management, Stakeholder Management (Internal and External), Continuous Improvement Responsibilities Interfaces with all customers regarding service offerings, costs, value propositions, and on boarding processes. Continuously evaluate IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement. Understanding trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers. Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs). Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications. Responsible for asset management associated with end-user computing. Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions, service ordering. Design of future services identified in the Service Portfolio. Provides support to business owners and external groups in the understanding of the services offered, including quality, costs, leverage, risks, user experience and speed of delivery

Requirements

• Bachelor’s Degree in Computer Science, Information Technology Management and/or an MBA is required
• 10-15 years experience in a similar role within the financial industry or a complex international environment
• Experience with establishing oversight and governance with third party service providers for contract management and performance monitoring is required
• Ability to think out of the box, solve problems, encourage innovation and manage change
• Actively promotes ideas, proposals, and influences strategy
• Excellent critical thinking and creative problem solving
• Ability to work independently, under own initiative and within a team

Nice To Haves

• Familiarity with reporting software, ITSM tools like ServiceNow is strongly preferred.
• ITIL and/or PMP certified would be preferred

Responsibilities

• Interfaces with all customers regarding service offerings, costs, value propositions, and on boarding processes.
• Continuously evaluate IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement.
• Understanding trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers.
• Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs).
• Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications.
• Responsible for asset management associated with end-user computing.
• Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions, service ordering.
• Design of future services identified in the Service Portfolio.
• Provides support to business owners and external groups in the understanding of the services offered, including quality, costs, leverage, risks, user experience and speed of delivery

Benefits

• Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution.
• Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees