In-Demand IT Careers

Sr. Manager of Service Management

Greater Pittsburgh Area, PA 15222

Posted: 01/03/2019 Job Number: 3244

In this role, you will lead and coordinate IT Service Management globally, with responsibility for infrastructure and application service delivery and support.


  • Maintain ownership of service and stakeholder relationships for all IT services at a global level

  • Ensure provision of effective, responsive support service for all IT production business systems and services

  • Deliver reporting to stakeholders for services delivered globally

  • Develop service strategy and manage service portfolio to ensure effective delivery of regional and global IT service requirements and expectations

  • Ensure Service Level Agreements (SLAs) throughout the technology towers are agreed, managed and reviewed in line with business requirements and the Service Catalogue is developed and agreed with business stakeholders

  • Ensure regular Service Performance Reviews are held with key stakeholders within all regions to maintain awareness of IT service issues and ensure IT performance is delivered in line with service expectations

  • Provide escalation point for priority 1 and 2 incidents and service issues, engaging the appropriate levels of IT and technical support, communication and management reporting for resolution of regional and global incidents

  • Define, implement and manage service improvement initiatives and global change management in line with SLAs to demonstrate continuous improvement

  • Own and manage the service desk, covering SLA management, process management and compliance, and continuous service improvement

  • Vendor and commercial management for service desk, covering account governance and planning, service reviews, contract compliance, ways of working, project pipeline management and demand planning

  • Coordinate service transition through Service Delivery Managers and provide support for new services

  • Lead and manage appropriate consolidation globally to drive maximum utilization and efficiency of service management resources

  • Plan, direct, and coordinate activities of employee(s) to ensure goals or objectives are accomplished


  • Bachelor's Degree in Technology or related field

  • Advanced degree (MBA, Master's) preferred

  • 10+ years progressive IT service support with complex, distributed IT environments experience

  • 8+ years in a leadership role , or equivalent combination of education and experience

  • Periodic travel either locally, nationally, and/or internationally may be required

  • Experience in managing and supporting complex IT services, systems and infrastructure in a multi-vendor environment

  • Experience of formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement

  • Knowledge of financial management, including supplier and commercial management

  • Strong supplier and commercial management skills, including management of effective service level agreements

  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills

  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients

  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment

  • Collaborate with and influence peers and senior management

  • Self-motivated with critical attention to detail, deadlines and reporting

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