Service Request Process Manager

6 days ago

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

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are seeking a highly motivated candidate to assume overall responsibility for ensuring the Catalog Management process is adhered to.



The Service Request Process Owner will be responsible for Service Catalog management by capturing, documenting, and publishing Service Catalog entries in order to provide current information to the community.



Key Responsibilities:


  • Acts as process owner and demonstrates tangible benefits and value of the process.
  • Leads 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.
  • Performs 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:


  • Sponsors the process by ensuring the Catalog Manager has adequate access and training to conform to best practices and meet the needs of the organization
  • Sponsors the communication campaign to promote awareness and acceptance of the Catalog Management process
  • Provides 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
  • Monitors and reviews the execution of the Catalog Management process at a high level, ensures it remains consistent with the organization's current culture and IT Service Management strategy and ensures coordination with all other IT processes
  • Participates in the IT Governance activities


Requirements:


  • Advanced degree in business administration, management, or IT-related field
  • 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


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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