• Service Manager-Enterprise Application Development

    Location US-OH-Cincinnati
    Posted Date 3 months ago(4/24/2019 11:17 AM)
    Job ID
    # Positions
    Position Type
    Full Time
  • Overview

    Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group’s member companies are subsidiaries of American Financial Group, a Fortune 500 company. 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.


    • Responsible for Service Management, including (but not limited to) Change and Release Management, Incident and Problem Management, Production Support, Data Quality Management, Service Request Fulfillment, Knowledge Management, and IT Audit Compliance and Remediation.
    • Manage the Root Cause Analysis (RCA) process including working with the team to conduct the analysis, identify gaps, and implement service improvement opportunities.
    • Define, Monitor, and complete reporting on department SLAs.
    • Assist with project management and tracking activities. Facilitates project Release Management, Incident & Problem Management, and Quality Management status meetings.
    • Drive internal and third party service review meetings covering performance, service improvements, quality and processes
    • Service delivery managers are responsible for building partnerships and liaising with other team leaders to develop solutions/best practices to any issues that arise.


    • Communicate: The service manager should understand what services are offered currently and how they work, as well as communicate what services are in the pipeline.
    • Scout: The service manager should also gather information about what services are needed and help prioritize the work in the pipeline. The service manager should proactively seek where Enterprise services could be used within our many systems, yet are not currently being used, and help build the business case when they should be used and prioritize with other teams to consume them.
    • Advertise: For externally facing services, the service manager will be on point to curate all service API documentation and work with corporate marketing to ensure that the externally facing API document website is up-to-date.
    • Schedule: The service manager should work with the developers to build and maintain a delivery schedule for the pipeline.

    Other Skills:

    • Leadership –strong leadership skills in order to motivate and lead the team(s) effectively and to ensure that employees have the knowledge they need to do their jobs well.
    • Communication Skills –possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service. Strong written communication skills and provides written monthly reports
    • Teamwork – must work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
    • Detail-Oriented – This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful
    • Performs work under limited supervision


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