May 30, 2020


  • Professional Diversity Network
  • Memphis, TN, USA

Job Description


Position OverviewTheManager-IS Operationsoversees the service management functions of the IT organizationthat impact the quality of services received byend users both within and outside ofServiceMaser. Ultimately responsible for documenting all process and procedures associated withthe delivery of IT servicesas well as the reporting ofIT service management performance metricsin support of continuous improvement. The Manager IS Operations shall also beresponisbilefor and shall overseeIdentity and Access Management as well as IT Compliance for the company.Job ResponsibilitiesManages all documentation, communication, and reporting oftheIncident,Request,Change, andProblem processes, procedures, and interactionsOversees all major incident management engagementsand ensures participation of all parties necessary to resolve the major incidentsand provides effective communication to all stakeholdersManages the IT Service Management system for all Incident, Change, Problem, Knowledge, CMDB, Reporting processes and informationEnsures procedures are aligned with legal and regulatory requirements, SVM policies, IT standards,and other processes, as well as SVM's andIT'sstated objectives.Implements processes to trigger reviews/revisions of documentation as related governing documents or services are changed.Ensures documentation requirements, templates,and review procedures are clearly defined, standardized, centrally located, and available to SVM employees and contractors.Confirms that each process/procedure includes a methodology for verifying continuous compliance, measuring and reporting performance, and defining any applicable SLA/OLA requirements and calculations.Managesother IT processes (Change Management, SDLC, Production Readiness,Security Audits,etc.) to ensure required documentation has been approved and transitioned to the support teams.Developsand standardizes frequently performed services so they can be easily requested and consistently executed and measuredDevelops/delivers relevant communication and training as neededBuildsrelationships with other teams to ensure effective dialogue between departmentsJob Requirements5years experiencein process management or compliance management or quality management in an IT environmentGeneral understanding of IT operational processes including but not limited to: Change Management, Access Management, Configuration Management, Incident Management, etc.Experience working with IT Security, Compliance and auditorsITIL Foundations, PM Fundamentals; Six-Sigma certification, preferredExcellent analytical skills and prioritization abilitiesSelf-directed, requiring little supervisionAbility to learn and adapt to new technologies and tools quickly.ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.PDN-SMR0021818

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