Conduent Manager II, Product & Systems Engineering in Raleigh, North Carolina
Manager II, Product & Systems Engineering
Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether its digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at Conduent.com.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. After applying, please check your email (including spam folder) for updates on this position.
Service Level Manager
Job Summary: Leads the IT Service Level Management (SLM) team and owns the Conduent (ITSM) Service Level Management process. Will work with business teams, IT Operations, and procurement to ensure Service Level Agreements at http://www.knowledgetransfer.net/dictionary/ITIL/en/ServiceLevelAgreement.htm align with operational capabilities for any new or existing contracts. The Service Level M at http://www.knowledgetransfer.net/dictionary/ITIL/en/SLM.htm anager will be responsible for ensuring that all IT Service Management at http://www.knowledgetransfer.net/dictionary/ITIL/en/ITServiceManagement.htm Processes at http://www.knowledgetransfer.net/dictionary/ITIL/en/Process.htm , Operational Level Agreements at http://www.knowledgetransfer.net/dictionary/ITIL/en/OperationalLevelAgreement.htm , and Underpinning Contracts at http://www.knowledgetransfer.net/dictionary/ITIL/en/UnderpinningContract.htm , are appropriate for the agreed Service Level Targets at http://www.knowledgetransfer.net/dictionary/ITIL/en/ServiceLevel_Target.htm .
Carries out the Process Manager at http://www.visioline.ee/itup/itup/roles/processmanagerptn_C5005496.html responsibilities for the ITSM Service Level Management process
Establish, Design, get concurrence, and maintain a SLM structure for the organization
Utilize existing metric data to define Service Improvement Plan criteria and identify clients that need to be monitored; work with business teams and IT operations to drive plans to completion
Develop Service Improvement Plans / Programs within the SLM process
Support statement of work generation and approval to align operational capabilities to Service Level Agreements with the Customer.
Analyses and reviews Service Performance against the SLAs and OLAs.
Organizes and maintains the regular Service Level review process with both the IT Customer and Service Providers
Conduct annual or more frequent assessment and reviews of the entire SLM process
Provides advice and guidance on all service-level related issues
Assists IT Dashboard design and maintenance efforts to track and display appropriate metrics KPIs.
Analyzes performance trends, identifying bottlenecks, and recommending appropriate proactive action
Must be currently eligible to work in the US for any employer without sponsorship
Must consent to and successfully clear all required pre-employment screenings.
Strong team building and team leadership experience in the IT design, build, deployment and operations environments
Ability to think and act both strategically and tactically
Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships
Support and drive the Conduent ITSM Tool suite implementation - ITIL® v3 (2011)
Experience in Service Design, Service Transition and Service Operations and deploying ITSM Process / Tool suites in all aspects of the ITIL® v3 (2011) Service Management lifecycle
Strong interpersonal coaching and mentoring experience
Demonstrable experience participating and leading organizational culture change initiatives
Knowledge of ServiceNow ITSM suite
Effective collaboration skills with technical and business colleagues.
Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners – to articulate and remedy service level issues
Ability to work under pressure and be highly pro-active in prioritizing issues and tasks
Ability to adapt and respond rapidly to changing priorities and demands
Ability to resolve issues of contention and conflict
Demonstrate the ability to teach and assess communication, collaboration and team work skills
Adapts departmental plans and priorities to address resource and operational challenges
Decisions are guided by policies, procedures and business plan; receives guidance from manager
Provides resolution to a diverse range of complex problems using data and analysis
Exercises judgment within defined procedures, practices and policies to obtain solutions
Ability to work independently with minimal guidance
Frequently interacts inter-organizationally and with outside customer or vendor contacts
Ability to lead and manage Projects
Team player – good at building bridges across the organizations and working with multiple service providers
Familiar with the SharePoint application, repositories, and databases
Bachelor's degree in Engineering, Computer Science, Information Technology or related field, or equivalent experience
5 to 10years experience acquiring, deploying and managing enterprise-level IT Service Management (ITSM) tool suites
Experience in Service Delivery Management (3-5 years)
Familiarity with program and project management and information technology services delivery methodologies
ITIL® v3 (2011) skills commensurate with Intermediate Certification levels; assessor certification preferred
Experience applying the ITIL framework in a way that successfully meets the needs of the organization
Experience creating data-driven IT support metrics and trending analysis.
Experience working in an infrastructure technology environment highly desirable
Lean, Six Sigma, DevOps, TQM or QFD skills are a plus
Location: This position is located onsite in Lexington, KY. No relocation assistance is provided.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com at https://conduent.taleo.net/enterprise/enterprise/accommodations@Conduent.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Job Product & Systems Design Engineering
Primary Location United States-Kentucky-Lexington
Other Locations United States-North Carolina-Raleigh, United States-New Jersey-Secaucus
Unposting Date Ongoing
Req ID: 18008041