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Services Manager

Services Manager

Job ID 
22649
# Positions 
1
Location 
US-OH-Cincinnati
Posted Date 
12/5/2017
Category 
Technology
Position Type 
Full Time
Travel Percentage 
..

Job Information

Overview

Be Here. Be Great.  Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group, a member of American Financial Group, is a Fortune 500 company consistently recognized as a top place to work.  We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.

Responsibilities

  • Responsible for the Service Management practice in the Data department
    • Responsible for defining, documenting, and implementing the processes and practices for change management, release management, and incident/problem management
    • Responsible for working with and liaising with the Enterprise Service Management Office to ensure consistency of practices
    • Responsible for developing metrics and reporting to allow insight and improvements for the Data Department in those practice areas
  • Responsible for the following specific tasks within the Change Management portion of the practice
    • Facilitate creation of change tickets
    • Ensure consistency and quality of change tickets with respect to departmental and enterprise standards
    • Lead dCAB review meetings and represent Data at eCAB reviews
  • Responsible for the following specific tasks within the Release Management portion of the practice
    • Facilitate creation of implementation plan
    • Facilitate coordination of dependent teams for implementation (ex. DBA, Hosting, Network, etc.)
    • Ensure consistency and quality of implementation plans with respect to departmental and enterprise standards
  • Responsible for the following specific tasks within the Incident/Problem Management portion of the practice
    • Introduce and lead ITIL practices
    • Lead recurring incident/problem reviews with Data Department teams
    • Coordinate with team leads to route and assign problem investigation and known error remediation
    • Ensure consistency and quality of incident and problem tickets with respect to departmental and enterprise standards
    • Lead management of and liaising for Major Incident practice

Qualifications

  • BA or Master’s Degree
  • 5+ years’ experience
  • Knowledge of ITIL standards and the principles of service support and delivery.
  • Experience of process ownership and design.
  • Must have the ability to successfully interact with a matrixed team of technical, business and process SMEs; Subject Matter Experts.
  • Strong ability to translate detailed technical analysis into high-level reporting for senior leaders.
  • Ability to influence and manage change with strong collaboration skills.
  • Excellent interpersonal skills including strong decision making, communications (verbal and written) and negotiation skills.
  • Strategic thinker who is able to combine technical skills with overall business strategy to develop innovative solutions.
  • Self-motivated to initiate, originate action and be responsible for consequent decisions.
  • Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques.
  • Work in a manner in keeping with GAI’s values.
  • Effectively plan, prioritize and co-ordinate own and others’ activities.
  • Flexible and varied approach, devising creative solutions.
  • Persistence and thoroughness to complete work and provide aftercare.

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