Overview

The Service Manager has accountability for ensuring services meet the business need and are delivered in accordance with agreed sevice levelss, managing the service lifecycle. Responsible to managing resources to deliver the IT services which they oversee, and to anticipate and troubleshoot any issues. Role is found within Technical, Operations, Application or Service Desk venues. Position manages activities through direct and indirect staff to schedule resources, provide technical direction, future planning, support, and enhancement practices for IT services. Provides leadership in the design, development, support, and implementation of technology services. Manages scope and prioritization of work assignments, paying strong attention to detail and deadlines. Promotes the use of enterprise tools and development/support standards. Interacts with user community to document business requirements, conduct process analyses, and define conceptual design. Monitors change requests to ensure best practices are being utilized. Ensures team responds to and addresses reported problems pertaining to the service performance and reliability. Evaluates employee performance and provides development and training of staff. Perform other duties as required.<br /><br />Qualifications<br /><br /><strong>Education Level</strong><br />Bachelor's Level Degree – Experience in lieu of education: Yes<br /><br /><strong>Experience</strong><br />Required: Supervisory – 5 years<br /><br />Preferred: None, unless noted in the "Other" section below<br /><br /><strong>License</strong><br />None, unless noted in the "Other" section below<br /><br /><strong>Skills</strong><br />Required: <br /><br />Preferred: None, unless noted in the "Other" section below<br /><br /><strong>Other</strong><br />Minimum 10+ years of related IT experience in lieu of education.<br /><br />Skills:<br /> <ul> <li> Significant experience with the full range of application development (requirements gathering, programming, deployment, and maintenance) </li> <li> In-depth knowledge of Rocket's U2, Pick Universe or related Pick flavor preferred (minimum of 6 years experience). </li> </ul> <ul> <li> Possesses strong personnel management skills. </li> </ul> <ul> <li> Strong analytical and problem solving </li> </ul> <ul> <li> Good written, verbal communication and mentoring skills </li> </ul> <ul> <li> The successful candidate will need to be flexible to change and be receptive to new technologies </li> </ul> <ul> <li> Works well in a team environment </li> </ul>


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