IT Service Manager - Service Catalog Manager (SCM)

Job Title: Service Catalog Manager
Location: Hybrid in Minneapolis, MN; Richmond, VA; or Chicago, IL (Able to be in the office a couple days a week)
Start Date: ASAP
Duration: 12 months Hours/Week: 40 hours
Rate: $50-$55/hr
Contract Type: W2 Only (No 1099’s or Corp to Corp)

Scope of Services:

The Service Catalog Manager (SCM) is responsible for creating, maintaining, and improving the Service Catalog for Company. The role ensures consistent, current, and accurate data for all IT Services and assures broad and timely communication regarding the contents of the Service Catalog to the enterprise. The role ensures that IT Services are documented appropriately and consistently, working across the enterprise to create, update, maintain, and improve Service Descriptions. The position ensures that the Service Catalog data is utilized appropriately by related Service Management processes and functions. The role coordinates and liaises with the Global process owners, ensuring that Regional requirements for Service Catalog data and procedures are understood and enabled by Global partners and processes.

Key Responsibilities

• Creation of new Service Catalog entries and maintenance of existing catalog data
• Continuous improvement of the Service Catalog structure and tooling
• Aligning with Global and Regional Service Owners for the creation of new and the updating of existing Service Descriptions and Service Catalog Data
• Continuous improvement of the service descriptions, including annual reviews of the Service Descriptions and Service Catalog Data
• Working with Service Management teams to support the utilization of Service Catalog data within the Service Management Platform and CMDB
• Functioning as a SME by advocating, communicating, and training on Service Catalog topics throughout the enterprise
• Integration with the Global Service Catalog team to support a Global Service Catalog Management framework
• Supporting other service portfolio management activities as needed

Key Requirements/Skills/Experience

• Four-year degree in Information Technology or related discipline or comparable education and work experience in a related field
• 6-8 years’ experience in Service Management or relevant position.
• 6-8 years’ experience in Enterprise IT/IS Service Organization.
• Deep understanding of IT Service Management and Operations; ITIL Certification or similar accreditation
• Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does what’s necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.
• Technical Writing: Ability to extract the appropriate information from a variety of sources. Write, compile, edit, and improve documentation consistently across various topics.
• Effective Communicator: Actively listens to, summarizes, and considers comments to ensure understanding; Prepares and delivers proposals and presentations; Proactively ensures the timely sharing of relevant information to appropriate people.
• Customer Focus: Listens to customer feedback informally and acts on it. Applies understanding of how internal or external customers use products and services to meet their needs better. Explores customer needs to better satisfy the client on an ad hoc and reactive basis.
• Organization and Execution: Sets, manages, and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.
• Capability Development: Ability to develop, maintain and improve processes and procedures for a cross-functional capability. Develops and monitors metrics for performance. Takes proactive steps to address the problem area. Works across the enterprise to communicate roles and responsibilities for the process.
• Business Acumen: Behaviors are aligned with how the business operates; considers trends and competitive information in decisions and actions; aligns with the culture, strategy, priorities, and practices of the company; aligns with and understand the customer and the market to solve problems and capture opportunities.
• Driving Change and Innovation: Communicates the need for change and innovation. Openly challenges the status quo. Identifies specific areas to innovate and change