Service Request Process Manager

2 weeks ago

Baltimore, Maryland, United States Ampcus Full time
Job Title: Service Request Process Owner

Ampcus Inc. is a leading provider of technology and business consulting services. We are seeking a highly motivated individual to join our team as a Service Request Process Owner.

Job Summary:

The Service Request Process Owner will be responsible for managing the Service Catalog, ensuring that it is up-to-date and accurate. This includes capturing, documenting, and publishing Service Catalog entries to provide current information to the community. The successful candidate will also be responsible for ensuring that the Catalog Management process is adhered to, delivering outstanding service experiences while optimizing efficiency and productivity.

Key Responsibilities:
  • Act as process owner and demonstrate tangible benefits and value of the process.
  • Lead collaboration with cross-functional teams to identify, analyze gaps, and document processes.
  • Lead the adoption, success, and maintenance of processes.
  • Evaluate metrics, identify and implement improvement strategies.
  • Perform validation activities on existing and new processes.
Service Catalog Management Responsibilities:
  • Identify Services that should be included in the Service Catalog.
  • Document the Service offering in terms familiar to the audience.
  • Ensure all stakeholders sign-off on the Service offering.
  • Ensure the publication of new Service Offering.
  • Maintain published Service Offerings.
  • Assist in communication and promotion of the Service Offering.
Service Catalog Process Owner Responsibilities:
  • Sponsor the process by ensuring the Catalog Manager has adequate access and training to conform to best practices and meet the needs of the organization.
  • Sponsor the communication campaign to promote awareness and acceptance of the Catalog Management process.
  • Provide the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog Management process and its associated procedures.
  • Monitor and review the execution of the Catalog Management process at a high level, ensuring it remains consistent with the organization's current culture and IT Service Management strategy and ensures coordination with all other IT processes.
  • Participate in the IT Governance activities.
Requirements:
  • 5+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.
  • Proficiency in monitoring service performance.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
  • Detail-oriented with a high level of accuracy in data analysis and reporting.
  • Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
  • Experience in implementing service improvement initiatives and managing service quality standards.
  • Familiarity and certified with service management frameworks such as ITIL v3 or above.
  • Proven record of achieving service-related KPIs and customer satisfaction targets.
Knowledge, Skills, and Abilities (KSAs):
  • Ability to motivate others and foster a culture of continuous improvement and agile execution.
  • Ability to exercise independent judgment in methods, techniques, and evaluation criteria.
  • Knowledge of process improvement techniques.
  • Knowledge of process mapping and documentation techniques.
  • Ability to work with data and analytics.

The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.

Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.

Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Ampcus is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans, or individuals with disabilities.

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