The Manager, Service Management is responsible for establishing and overall management of the Service Management function for AECOM GBS with the responsibility of developing and maintaining Demand/Roadmap Management, Transition Management, Service Level Management and Document Management.
The position will report to the Manila Centre Manager & Head of Global Service Management and will be working closely with the other functions within the COO Office – PMO/CI, Process/Technology Management, Reporting & Analytics Team.
The person is expected to provide strong leadership in a matrix environment to promote best practices in managing interrelated projects and programs to ensure successful delivery. You will need a strong focus on results and an eye for detail, combined with an emphasis on managing stakeholders across the organization to build credible and trusted relationships.
Responsibilities & Duties
- Lead transition activities at GBS and develop required plans and processes in order to meet timelines and service objectives.
- Resource, develop and manage service level management; this includes service catalogues, change control process, DTP documentation, SLAs and performance reporting, and governance.
- Develop business cases, proposals and marketing packs to help secure new work coming into the Centre.
- Oversee the portfolio of transition/projects, providing expert knowledge and support, and monitoring progress and reporting on the portfolio status ensuring compliance of transition/projects portfolio with the AECOM transition approach, governance, cost and service level parameters.
- Act as primary owner of the GBS Document Management System, ensure the completeness, quality and sustainability of the platform and compliance to risk & control measures of the organization
- Act as owner of project frameworks, templates and procedures; be responsible for ensuring they are fit for purpose and continue to be best practice.
- Design, challenge and agree management dashboards to provide a strategic and tactical overview of the Transitions/Project portfolio to improve delivery and planning.
- Work with Transition Teams globally to ensure project updates are provided accurately and timely, and submitted to the Global Program team aligned with the agreed schedule
- Leveraging global templates, create tools and deliverables as required for project execution and management, develop and deliver progress reports, proposals, requirements documentation and presentation
- Drive continual improvements into the Service Management program and ensure industry best practices, standards and defence guidelines are leveraged and implemented;
- Lead and mentor the team including performance management, career growth and development to deliver a high-performing responsive team
