Manager - IT Client Service

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About the Role

The IT Service Manager leads the service management function for the Global Technology Services department. Adopt a customer and service-centric approach for the provision of IT service delivery. Manage all communications between IT and the wider business, guide quality and operational efficiencies of IT service management.

You Will:

• Work with senior partners globally to ensure the optimum level of service is delivered.
• Provide oversight and senior escalation for major incidents, ensuring delivery of the processes to minimize disruption to the Association.
• Develop with IT leaders and main partners an IT capacity plan to help manage the operational demands during peak business periods.
• Manage important relationships across technology and the business to provide a service-centric culture
• Provide oversight of performance management across the supply chain and input into commercial negotiations and reviews to ensure operational Service level agreements underpin broader requirements.
• Manage vendor service performance across the supply chain to ensure adherence to contractual obligations.
• Lead monthly performance service review meetings with IT Leadership and important partners.
• Design a service management report based on the ITIL service management framework.
• Produce regular and accurate service management reports and dashboards for IT leadership
• Through metrics, and observation, identify trends and patterns, anticipate problems, and work across IT to implement preventative measures to ensure contractual levels of support are met.
• Develop and refine IT processes based on the ITIL framework.

You Have:

• 5+ years of relevant professional Business or IT experience
• Bachelor degree in Business, Computer Science or similar subject
• Minimum 5 years of service management experience
• Experience working with service management tools and with the IT Service Desk function.
• Have worked in multinational environments that span the globe.
• ITIL certified.
• Knowledge of Waterfall and Agile management methodologies.
• Understanding of the potential of AI and analytics.

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, and an employee assistance program. We provide resources that support your mental health and evolve our offerings to meet your needs. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family, and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

This role is not intended to be based and/or filled in NYC and therefore the salary is not published. If you are an NYC resident and wish to be considered for this opportunity, please reach out to the recruiter listed on the posting and they will be happy to provide you any further information. Additionally, we are not presently able to hire in California.