Business Support Services Manager
Chubb Group - New Jersey

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Position Summary:

This position is responsible for leading a professional services organization that includes all end user and technology support. This organization will drive the timely resolution of issues from problem triage to incident, change and root cause management; provide project, infrastructure and quick hit technology solutions and maximize business productivity through the use of consistent processes, metrics, and communication. Service excellence to IT and the business, the pursuit of continual improvement and resolution optimization through root cause management will ensure world class delivery.

Primary Job Responsibilities:
• Provide oversight and direction to the Business Support Services organization ensuring that the "user experience" is intuitive and seamless and reflects excellence in service
• Guide the Customer Service, Solutions and Technology, and Process and Performance managers in the identification and resolution of issues that present risk to successful implementation of an effective and efficient services model
• Provide critical insight to developing systems and processes that support incident management, change management, metrics and SLAs that are integrated across the organization
• Define the overall vendor management strategy at the program level, participate in vendor negotiations and provide oversight to ongoing vendor management ensuring a level of excellence in vendor contributions
• Implement the vision for continuous improvement of IT support services with an emphasis on proactive planning and outstanding service
• Promote a service focused support culture and ensure accountability of delivering superior IT support services
• Coordinate implementation of applicable industry best practice support frameworks
• Identify and develop strategies for root cause analysis
• Provide oversight in the development and maintenance of a knowledge management framework that can be used to leverage support requests
• Establish and monitor service level benchmarks and measure performance through the use of standardized surveys
• Leverage the survey data received to improve the user experience to a higher level of excellence
• Communicate effectively with business partners and stakeholders to assess support needs, assist in the identification of technology needs and respond to service concerns
Knowledge, Skills and Competencies:
IT Industry Knowledge
• Build and maintain a solid understanding of the major service issues impacting the business
• Maintain a broad business and IT product knowledge, including the impact of industry trends, and relevant best practices on the business operations
• Drive and follow the appropriate standards, procedures and methodologies in the SDLC
Business Partnership
• Build and maintain an in-depth understanding of business process and products and establish strong working relationships with functional counterparts and vendors
• Define the appropriate set of processes required to support the business objectives and best align to the IT Enterprise
• Create and maintain strong formal and informal lines of communication ensuring consistent and accurate dissemination of information to all stakeholders.
• Use active listening to understand business needs, and recommend the appropriate solutions
• Establish and champion the service needs strategy
• Manage department workload and deliver to agreed upon milestones
• Proactively promote consistent project-based performance measurement
• Manage team development, retention, performance evaluation based on well-defined goals and objectives
• Demonstrate strong ability to work in a team environment and foster cross-team and cross-area collaboration
• Create a strong morale and spirit in the Business Services Productivity team through fostering open dialogue and a collaborative atmosphere
Knowledge Sharing
• Become a role model for the promotion of standard project management methodology of knowledge management and knowledge sharing through processes and tools
• Build a culture where appropriate processes are utilized and where metrics are consistently used
• Share/leverage successful products, processes and practices across the department
• Assist in evaluating knowledge sharing tools and making recommendations for knowledge management improvements
• Ensure documentation is captured appropriately and is easily accessible to the team members
• Maximize return on investment in technology
• Ensure solutions are designed in the most cost effective manner
• Work within budget to create realistic and financially sound business cases
Recommended Qualifications:
• Bachelor's Degree (required) or Master's Degree (preferred)
• 10-12 years of service management experience
• Experience interfacing with business partners and performing technology problem identification, troubleshooting and resolution
• Excellent leadership skills, including ability to execute and prioritize a number of tasks simultaneously, and experience managing multiple teams
• Proven financial management experience
• Proven practical experience with analysis, process, service level agreements
• Experience in initiating, conducting and facilitating discussions with multiple stakeholders, and ability to translate the results and issues at hand to the business and to the IT teams
• Excellent written and verbal communication skills
• Strong interpersonal/relationship management skills
• Excellent conflict resolution and negotiation skills

Chubb Group - 23 months ago - save job - copy to clipboard
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