Manager, Enterprise Service Management (Bethesda, MD)

Title : Manager, Enterprise Service Management @ Bethesda, MD

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.

Terms of Hire : Full time.

Responsibilities

Responsible for strategic direction of key Enterprise Service Management (ESM) operational processes at CLIENT including Incident and Problem Management to ensure that they are consistently deployed, executed, and continuously improved in alignment with business requirements. Provide strategic guidance to both business and technology stakeholders to improve CLIENT services and partner with risk and compliance organization to optimize the technology risk control environment.

Directly manage a team of analyst to provide day-to-day management of operational processes including continuous monitoring to ensure business value is achieved and that compliance to all relevant risk controls are met. Facilitate and participate in all process governance functions and coordinate interactions across ESM processes to ensure consistent alignment to priorities and strategic objectives. Define, develop, and leverage data analytics to manage service levels, key performance, and risk indicators to optimize process performance.

Key Job Functions

• Direct management of the analyst team performing process management duties including day-to-day direction, supervision, and mentorship
• Oversight of new and existing processes including maintaining and improving process management policies and procedures in alignment with
• ITIL and other leading practice frameworks
• Oversight of the maintenance and creation of new documentation pertaining to ESM policies, processes, and guidelines
• Engagement with senior leadership and process stakeholders incorporate their feedback in alignments with continuous improvement of the processes
• Supervise front line controls testing and support for all process audits and support management in quarterly risk control assessments
• Manage the development of reports that communicate process performance and compliance and present / deliver to various levels of management
• Document requirements as needed for process improvement initiatives and / or application enhancements
• Participate in recurring and adhoc Enterprise Service Management governance meetings (e.g. Major Incident Reviews)
• Supervise the delivery of communications and training to drive process adoption
• Plan and / or lead specific projects or initiatives related to ESM processes
• Identify process efficiencies and improvements for existing processes or tool improvements to support the process

MINIMUM QUALIFICATIONS

Education

M inimum Experience

Specialized Knowledge & Skills

You Will Enjoy :

All applications will be kept strictly confidential and once shortlisted, our team will be in touch with you for further discussions.

Department : Scout

This is a full time position

Personal Information

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J-18808-Ljbffr