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PDS Tech Inc IM Service Manager in Herndon, Virginia

AKKA Technologies (Mother Company of PDS) is currently looking for an experienced IM Service Manager to manage and support IM Business and technical products in Herndon, VA . Their primary responsibility is to ensure that the Quality of Service is in line with the SLA (Service Level Agreement) signed between Business domain and IM. The IM Service manager will work under the control and the responsibility of the Customer Facing Managers and/or Product Owners.

Responsibilities:

  • Manage all Operational activities by acting as an interface to the various underlying outsourced bundles and internal functional teams (Application, Infrastructure, Security, Governance and internal Business and customers).

  • Harmonize process & standardize way of working across Application Service portfolio.

  • Favor continuous process improvement in order to deliver better service and to reduce operational activity costs by improving existing process or defining new ones in line with the strategy of IM.

  • To be responsive to Business side.

  • Dashboard presentation of key indicators on availability and performances targets as agreed in SLA with Business.

  • Be Involved in Projects and validate application readiness.

  • Deliverables

  • Incident Managements

  • Service Monitoring

  • Bug Fixing and minor evolution

  • Configuration Management

  • Supplier Management

  • Dashboard preparation and presentation

Qualifications:

  • Proven experiences in Information Management Service Management Technically skilled in the area of the Product Service Line Soft skills: good presentation and communication skills, stakeholders management, customer focus

  • Proven experiences in IM Service Management

  • Technically skilled in the area of the Product Service Line

  • Soft skills: good presentation and communication skills, stakeholders management, customer focus

  • Crisis Management

  • IM tooling (incident tools, reporting tools, ..)

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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