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Service Manager
Ref No.: 17-09790
Location: Middletown, Pennsylvania
Position Type:Right to Hire
Start Date: 09/07/2017
Title: Service Manager
Location: Middletown, PA
Duration: 6+ month Contract to Hire
Start: ASAP


Primary Responsibilities
  1. The Service Manager is a leader who serves as the primary liaison to the stakeholders for the digital marketing/commerce operating environment and must have a deep understanding of the business requirements, the applications, and the technology components that make up the marketing ecosystem
  2. Owner of the Service Now Incident, Request, Change and escalation processes related to the marketing applications
  3. Ensure incidents are resolved with coordination between required teams and effective communication to stakeholders within stated Service Level Agreements
  4. Conduct post-incident reviews to determine process improvements to prevent future issues
  5. Monitor, control and support service delivery to ensure systems, methodologies, procedures and best practices are followed
  6. Provide routine reporting to stakeholders on service levels, system performance, and SLA metrics
  7. Ensures Root Cause Analysis and Corrective Action Plans are created for all priority 1 or 2 incidents
  8. Maintain vendor relationships and ensure contract renewals are completed to avoid loss of service or compliance and internal legal and procurement controls are met
  9. Measure the performance of vendors and service providers and plan improvements to processes and services to increase efficiency, effectiveness and cost efficiency
  10. Manage backlog of small enhancements requested; work with stakeholders to evaluate, prioritize and coordinate implementation of enhancements
  11. Understand the technical components of the operating environment and ensure patches, upgrades, and data refreshes are planned, scheduled and implemented to keep operating environments viable and within vendor support agreements or as a prerequisite of new development
  12. Responsible for coordinating and controlling the release calendar for code deployment for the environments within the production pipeline
  13. Serve as the key interface between the customer and IT staff

Competencies & Experience Required/Desired:

  1. 5+ years' experience managing services for marketing and eCommerce in a technically complex environment including a large product catalog; fulfillment processes, multiple currency transactions, and web content management platforms
  2. Demonstrated track record of leadership
  3. Proficiency in incident management, escalation procedures, root cause analysis, and related disciplines
  4. Strong knowledge of ITIL disciplines
  5. Prior experience leading teams with demonstrated ability to deliver on time
  6. Experience working cross-functionally and building collaborative working relationships, interfacing effectively with stakeholders, operations, and management to resolve issues
  7. Demonstrated ability to organize/schedule tasks, and develop realistic action plans that account for time constraints and task priorities
  8. Self-motivated and results-driven individual
  9. Experience dealing with vendors supplying products, software or services
  10. Strong interpersonal skills for driving strategic initiatives through large and diverse organizations
  11. Excellent customer service skills
  12. Excellent written and verbal communications and presentation skills
  13. Strong analytical and problem solving skills
  14. Experience working in an Agile/Scrum development process
  15. Demonstrated sense of urgency and attention to detail
  16. Ability to work with multiple work streams and priorities at one time. Must be able to deliver results based upon project deadlines
  17. Must be able to flex work schedule to allow for time-zone differences for global team communications

  1. Hands-on experience with ServiceNow Incident, Change, and Request management
  2. ITIL Foundation or Intermediate certification is a plus
  3. Experience working in an Agile/Scrum development process
  4. Experience with Adobe Experience Manager is helpful
  5. Experience managing applications running on Amazon Web Services cloud environment is an advantage
  6. Salesforce Administrator certification is a nice to have

Educational Required/Desired:
  • Bachelor's degree in Business, Management Information Systems, Computer Science, or related field

This leadership position will oversee several key functions within the Digital Customer Solutions for related marketing functions. It requires a high degree of both business and technical acumen. A successful candidate will enable the delivery of a high-quality service to internal and external customers and to ensure support and delivery processes are in place to meet business needs. This position is a customer focused role that requires the candidate to establish and manage expectations within a global business and drive the IT team to achieve to expectations. The service manager is expected to build the capability through working with partners and a mix of internal and contracted resources in a complex technology stack that includes Amazon Web Services, Akamai, Java, Hybris, Endeca, Eloqua, Adobe Experience Manager, Adobe Dynamic Tag Manager and several other components. In addition to being global, our applications cut across multiple industries including automotive, consumer electronics, industrial, medical, sensors and communications. The service leader will need to be collaborative and form successful relationships with development and support teams, project managers, and business stakeholders located across multiple locations.

If qualified and interested, please reply with updated resume to Jonathan at