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MGR IS OPERATIONS in Memphis, TN at ServiceMaster

Date Posted: 5/14/2020

Job Snapshot

Job Description

Position Overview 

The Manager-IS Operations oversees the service management functions of the IT organization that impact the quality of services received by end users both within and outside of ServiceMaser.  Ultimately responsible for documenting all process and procedures associated with the delivery of IT services as well as the reporting of IT service management performance metrics in support of continuous improvement.  The Manager IS Operations shall also be responisbile for and shall oversee Identity and Access Management as well as IT Compliance for the company. 

Job Responsibilities 

  • Manages all documentation, communication, and reporting of the Incident, Request, Change, and Problem processes, procedures, and interactions 

  • Oversees all major incident management engagements and ensures participation of all parties necessary to resolve the major incidents and provides effective communication to all stakeholders 

  • Manages the IT Service Management system for all Incident, Change, Problem, Knowledge, CMDB, Reporting processes and information 

  • Ensures procedures are aligned with legal and regulatory requirements, SVM policies, IT standards, and other processes, as well as SVM’s and IT’s stated 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. 

  • Manages other IT processes (Change Management, SDLC, Production Readiness, Security Audits, etc.) to ensure required documentation has been approved and transitioned to the support teams. 

  • Develops and standardizes frequently performed services so they can be easily requested and consistently executed and measured 

  • Develops/delivers relevant communication and training as needed 

  • Builds relationships with other teams to ensure effective dialogue between departments 

Job Requirements 

  • 5 years experience in process management or compliance management or quality management in an IT environment 

  • General 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 auditors 

  • ITIL Foundations, PM Fundamentals; Six-Sigma certification, preferred 

  • Excellent analytical skills and prioritization abilities 

  • Self-directed, requiring little supervision 

  • Ability 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.

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