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Sr. Manager I, IM Service Delivery
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-89772506

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  Job posted:   Thu May 17, 2018
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Sr. Manager I, IM Service Delivery
**Sr. Manager I, IM Service Delivery**


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 it's 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 .

Manager, ITSM Tools

Job Summary: Leads the IT Service Management (ITSM) Tools team. This team is responsible for implementing, configuring, supporting, updating and managing our standardized ITSM Process within the Tool suite. Used across Conduent IT to configure, run, monitor and report on all aspects of Conduent IT Service Management, these tools are also critical for governance and business decision analysis. This role works closely with the ITSM Process Engineering Manager and other Conduent IT Process Owners to ensure the ITSM Tool suite meets their needs.


+ Responsible for overseeing the establishment of ServiceNow as our Core ITSM tool.

+ Direct management of the Configuration Manager, Information Architect, Integration Engineer and ServiceNow Manager/Engineer positions.

+ Directly manages ITSM Tools suite team to ensure acquisition, installation, configuration, operation, updates and reporting using a standardized ITSM Tools suite is available for use across the Conduent IT organization

+ Provides training and career development opportunities for their ITSM Tools team.

+ Assesses IT Service Management ITILŪ ITSM Tools team members performance, provides coaching to improve performance and takes corrective actions, if necessary

+ Collaborate on the design, implementation, testing and continual service improvement of the ITSM processes, roles, metrics, Key Performance Indicators (KPIs) and reports implemented by the ITSM Process Tools team.

+ Coach the Conduent IT team on tool suite implementation of standardized Conduent IT processes, procedures and work instructions, ensuring integration across a best practice framework ITILŪ v3 (2011) lifecycle .

+ Direct the ITSM Tools suite implementation of continual service improvement with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services

+ Ensure the ITSM Tools suite supports IT services capability growth and maturity by implementing automated ITSM metrics, KPIs, reporting and dashboards in collaboration with the ITSM Process Informatics Manager.

+ Implement automated services measurements, metrics and KPIs capture, analysis and reporting to assess Conduent IT capability to meet IT Service Level Agreements (SLAs) underpinned by internal Operating Level Agreements (OLAs) or vendor/supplier contracts

+ Ensure the ITSM Tools suite supports the development, implementation and communication of Conduent IT services (e.g. Service Portfolio Management, Service Catalogue Management, Service Knowledge Management System)

+ Ensure the documentation and communication of the ITSM Tools suite policies, procedures and work instructions are published and available to ensure correct, timely and cost-effective use by Conduent IT personnel and our Conduent business colleagues

+ Maintain oversight and understanding of technical advances, trends and industry best practices in ITSM Tools, Processes and related vendors, technologies, sourcing strategies, procedures, and changing Conduent ITSM needs as we improve our ITSM maturity

+ Work with the Conduent ITSM Process Engineering Manager to ensure Conduent-approved processes become operational in our standardized Conduent ITSM Tools suite.

+ Provide ITSM Tools suite implementation leadership experience


+ Strong team building and team Leadership experience in the IT design, build, deployment and operations environments

+ Knowledge of ServiceNow ITSM suite

+ Strong interpersonal coaching and mentoring experience

+ Demonstrable experience participating and leading organizational culture change initiatives

+ Effective collaboration skills with technical and business colleagues.

+ Experience in Service Design, Service Transition and Service Operations and deploying ITSM Process / Tool suites in all aspects of the ITILŪ v3 (2011) Service Management lifecycle

+ Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships

+ Demonstrable experience and capability to lead complex projects autonomously

+ Commercial experience implementing the industry-standard IT Service Management tools and technology

+ Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment

+ Strong interpersonal skills including the ability to negotiate to fair and reasonable conclusions

+ Ability to work under pressure and be highly pro-active in prioritizing issues

+ Ability to adapt and respond rapidly to changing priorities and demands

+ Logical thinker, completely welcoming new challenges

+ Ability to resolve issues of contention and conflict

+ Demonstrate the Conduent ITSM Tool suite implementing ITILŪ v3 (2011) ITSM best practices

+ Demonstrated ability to teach and assess communication, collaboration and team work skills

+ Adapts departmental plans and priorities to address resource and operational challenges

+ Requires in-depth knowledge and experience

+ Decisions are guided by policies, procedures and business plan; receives guidance from manager

+ Manage professional level employees, who perform either a single task or multiple, but closely related tasks

+ Manage programs, projects, processes, and/or relationships with partners, vendors, etc. dealing with moderate dollar agreements and/or potential impact

+ Provides resolutions to a diverse range of complex problems using data and analysis

+ Exercises judgment within defined procedures, practices and policies to obtain solutions

+ Failure to achieve results will cause delays in schedules, and the need to increase human resources and funds

+ Works independently; receives minimal guidance

+ Determines and develops approach to solutions

+ Work is evaluated to ensure objectives have been met

+ Frequently interacts inter-organizationally and with outside customer or vendor contacts

+ Interaction requires the ability to gain cooperation of others

+ May perform in project leadership role

+ Team player - good at building bridges across the organizations and working with multiple service providers


+ 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

+ Significant experience with ServiceNow

+ Significant experience leading implementation of ITILŪ v3 (2011)-compliant Process Tools suites; experience deploying leading Gartner Magic Quadrant ITSSM (IT Service Support Management) tools is desirable.

+ Experience interfacing and electronic data interchange between enterprise-level IT Service Management tool suites to other enterprise-level systems such as Financial Management, Asset Management, Procurement, Customer Relationship Management (CRM), Software Development Life Cycle (SDLC), Program/Project Management, Human Resource Management and Business Intelligence / Business Analytics systems.

+ Familiarity with program and project management and information technology services delivery methodologies

+ ITILŪ v3 (2011) skills commensurate with Intermediate Certification levels; assessor certification preferred

+ Experience working in an infrastructure technology environment highly desirable

+ Lean, Six Sigma, DevOps, TQM or QFD skills are a plus

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, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, 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 for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the -Submit- button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at -applicant-adaaa-referral-form.pdf .

**Job** IM Service Delivery

**Primary Location** United States-North Carolina-Raleigh

**Other Locations** United States-Maryland-Germantown, United States-Kentucky-Lexington, United States-North Carolina-Raleigh

**Organization** Conduent Corporate

**Unposting Date** Ongoing
**Req ID:** 18007268

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