Manager, Service Management
6 months ago
The Manager, Service Management is responsible for establishing and overall management of the Service Management function for AECOM GBS with the respo..
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
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