Request Management Process Manager

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Eagle is currently seeking a Request Management Process Manager for a six (6) month contract opportunity, scheduled to begin immediately.

Key Responsibilities

The successful candidate will be responsible for:

  • Documenting, maintaining, and communicating the request management processes;
  • Ensuring organizational adherence to the request management processes;
  • Documenting and providing training and communication on process improvements;
  • Establishing and communicating the process service levels, measurements, and performance metrics;
  • Planning for and managing support tools and processes;
  • Benchmarking process performance against established targets;
  • Monitoring and reporting on process performance;
  • Identifying and communicating opportunities for process improvement;
  • Initiating and sponsoring projects to improve the process;
  • Managing process changes, including proposed change review and approval. Communicating changes to all the impacted stakeholders and areas;
  • Ensuring training and communication mechanisms are in place to enable ongoing process awareness and adherence;
  • Managing process governance including process quality review, compliance review, and performance review;
  • Participating in other process initiatives and process reviews as part of process governance;
  • Identifying, analyzing, and synthesizing data to identify areas of concern and continuous improvement initiatives;
  • Measuring, monitoring, and producing reporting of KPI’s and metrics to drive process improvements;
  • Building, producing, and reporting using Service Now as well as data exporting and analysis;
  • Ensuring process is meeting expectations and KPI’s to ensure quality experience for clients;
  • Reviewing of process compliance, effectiveness and quality reports, and action as required;
  • Action of quality issues or inefficiencies within processes;
  • Weekly Operational Meetings; and,
  • Delivering and/or participating in process training.

Skills and Qualifications

The qualified candidate must have:

  • Formal training in IT Service Management / Intermediate ITIL processes;
  • Five plus (5+) years in senior client service management roles;
  • Three (3) to five (5) years of experience in vendor or service provider environment;
  • Previous experience in business analysis and generating management reports;
  • Previous experience managing or working closely within multi-vendor supplier environment;
  • Extensive experience with ITSM tools and technologies;
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, managers, and subject matter experts;
  • Demonstrated experience in designing and implementing IT Service Management processes;
  • Knowledge and experience with business analyst best practices including demonstrated practical experience;
  • Proven experience with use case and ‘day in the life’ scenario development;
  • The ability to adapt and facilitate processes changes to align to evolving business;
  • Experience in defining, designing, and producing operational and management reports;
  • Relationship management skills to influence and maintain effective collaborative relationships with people of different levels of the organization, both in technical and non-technical capacity;
  • Proven organizational skills, accuracy, and attention to detail;
  • Demonstrated ability to set priorities and be results-oriented; and,
  • Contextual knowledge of Oil and Gas business.

Don’t miss out on this opportunity, apply online today!

We would like to thank all applicants for their interest; however, only candidates under consideration will be contacted.  Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: April 23, 2018
  • Job Type: Contract
  • Job ID: 54796
  • Location: Calgary AB