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Project Manager, Info Systems

Company Name:
Prudential
Title: Project Manager, Info Systems Location: Connecticut-Shelton Other Locations: United States-New Jersey-Iselin, United States-Pennsylvania-Dresher, United States-Pennsylvania-Scranton, United States-Connecticut-Hartford
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The Availability and Service Level Manager will be responsible for managing ITSM processes relating to the support of services supported by Annuities Information Technology. The fundamental objective of this role is to ensure all IT services are available and functioning correctly within the framework of the define SLAs while improving service availability by leveraging other ITSM processes.This role will be responsible for the following:
Defining process strategy, policies and standards ensuring that the process is fully documented and published.
Designing, defining, obtaining buy-in and agreement, and maintaining the SLM and Availability Management structure for the organization.
Integrating the processes into the organization and other Service Management processes while promoting awareness and understanding.
Negotiating, getting buy-in, designing and maintaining SLAs with business partners and OLAs with IT service owners.
Playing a leadership role and assist other IT leaders in entrenching a "business and service culture" within IT
Defining and reviewing the measurement of the process using metrics that include key performance indicators (KPIs) generating and distributing quality reports to measure the effectiveness of the process.
Ensuring continual service improvement of process. Initiate improvements in the tool, process, steering mechanisms, and people.
Creating and maintaining an IT Services Portfolio.
Build, manage, and maintain working teams which align to business needs
Analyzing, reviewing and reporting performance results against the criteria established in SLAs and OLAs.
Determining the Availability requirements from the business for new or enhanced IT Services
Monitor actual Availability achieved versus targets and to ensure shortfalls are addressed, producing and maintaining appropriate availability plans.
Coordinating service improvement plans ensuring that actions are taken to improve services failing to meet service targets.
Collaborating with Global Business Technology Services (GBTS) organization to ensure service targets are in place for infrastructure services needed to support Annuities services.
Analysis and reporting of incident trend data to identify and eliminate root causes
Initiating actions to fix potential interruptions to service identified during proactive and trending analysis
Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
Facilitating and coordinating technical meetings.
Managing root cause analysis between technical teams.
Qualifications:The following requirements are REQUIRED:
BA/BS degree in business management, computer science or related degree preferred, or comparable experience
5 years experience in IT Service Management functions relating to Service Level, Availability, or Problem management
Prior experience managing high performance teams
ITIL Foundation Certification
Statistical Analysis
Strong collaboration, negotiation, influencing and customer relations skills
Very strong communication skills: oral, written, presentation, facilitation
Technical understanding with ability to translate into business concepts
Relationship management and conflict resolution skills
Strong analysis and problem solving skills; including ability to solve problems creatively
The following requirements are DESIRED:
IT Project Management or Project Administration experience and working knowledge
ITIL knowledge beyond theory. Participated in specific education about how to apply ITIL best practices
Information Technology Project Manager, Info Systems Connecticut-Shelton APP0005Q

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