Manager, Enterprise Service Management (Bethesda, MD)

Title:

Manager, Enterprise Service Management @ Bethesda, MDTerms of Hire: Full time.ResponsibilitiesResponsible 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 mentorshipOversight of new and existing processes including maintaining and improving process management policies and procedures in alignment withITIL and other leading practice frameworksOversight of the maintenance and creation of new documentation pertaining to ESM policies, processes, and guidelinesEngagement with senior leadership and process stakeholders incorporate their feedback in alignments with continuous improvement of the processesSupervise front line controls testing and support for all process audits and support management in quarterly risk control assessmentsManage the development of reports that communicate process performance and compliance and present/deliver to various levels of managementDocument requirements as needed for process improvement initiatives and/or application enhancementsParticipate in recurring and adhoc Enterprise Service Management governance meetings (e.g. Major Incident Reviews)Supervise the delivery of communications and training to drive process adoptionPlan and/or lead specific projects or initiatives related to ESM processesIdentify process efficiencies and improvements for existing processes or tool improvements to support the processMINIMUM QUALIFICATIONSEducation

Bachelor’s degree or equivalentM inimum Experience

Minimum 6 years of experience with information systems and IT operations in enterprise scale or highly regulated environmentsMinimum 2 years directly managing IT staff including recruiting and training employees, communicating job expectations, and monitoring performanceApplicants must be authorized to work in the US without requiring employer sponsorship currently or in the future.Specialized Knowledge & Skills

Demonstrated experience managing large cross-functional initiativesPractical experience with IT service management principles and practices aligned with the ITIL frameworkExcellent written and verbal communication skillsWorking knowledge of technology management methodologies including SDLC, Lean Six Sigma, and AgileFamiliarity with IT control frameworks such a COBIT and NIST and experience managing controls in highly regulated environmentsITIL certification preferredFormal training in project management practices preferredRelevant management or advisory consulting experience preferredYou Will Enjoy:

An opportunity to be a part of a great culture, an awesome team, a challenging work environment, and some fun along the way!Apply today to learn more and be part of our Growth story.All applications will be kept strictly confidential and once shortlisted, our team will be in touch with you for further discussions.

Department: ScoutThis is a full time position

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