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CTG IT Service Manager in Lowell, Massachusetts

IT Service Manager

United States


Information Technology

Nov 10, 2021Post Date

21204733Requisition #

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IT Service Manager

CTG is searching for anIT Service Manageras part of a procurement team to support a consumer’s good client in the Pacific Time zone.

This is an opportunity to work with a very strong management consulting team. They are a fast moving, hard working group of consulting professionals. The expectation would be to work a 50 hour work week and close to pacific- time zone.


  • The IT Service Manager (SM) is accountable for defining and delivering IT End-to End Services. An IT End to End Service includes all IT enabling services, applications and infrastructures that support this service.

  • The SM plays a leadership role, ensuring operational excellence in Service delivery transition and execution. They assure business objectives and operational outcomes are achieved. The SM identifies the cost drivers for IT services, and engages with business partners to understand how those cost drivers impact their IT expenses. They are responsible for IT service demand management and planning conversations with business partners.

  • The SM understands their stakeholders and organizational structures. You are a trusted advisor to the business and influence improvements to service delivery that are aligned to stated Business Outcomes. They must be able to create, convey and deliver successful strategies and operational objectives for their Service(s). The End-to-End Service Manager holds the Service Provider(s) responsible for meeting contract requirements. They will work with outsourced service provider(s) to maintain and improve the underlying services through use of IT best practices in ITSM and ITIL.

  • The IT Service Manager has responsibility for ensuring our large Enterprise Applications are performing to excellent service standards. They will be responsible for identifying systemic issues in the Application Technology stack and pursue permanent resolution with a view to meet or exceed end to end service SLAs.

  • You will develop technical standards for business-critical platforms with a view to guide operational architecture and best practices for long term sustainability, working with diverse teams. As a guardian of services, you will ensure measurable and sustainable benefits from Implementation of Performance management in Enterprise Applications.

  • You will expand and standardize the use of stated Application Lifecycle Management Tools across SDLC. This involves delivering critical projects and enhancements using Stated ALM Tools in areas of Training, Testing, System Refreshes, Landscape Management, Change impact analysis etc.

  • As an ITIL practitioner, you will be responsible for Knowledge Management or any other key ITIL process within IT as they pertain to your service area.

Duties and Responsibilities

People Management - Develop and maintain a high performing organization of enthusiastic owners.

  • Direct managerial and staffing responsibility for Service Managers and/or other business solution support roles.

  • Promote consistent career management, performance measurement and skill development of junior staff.

  • Provide input for performance management.

  • Actively participate in HR performance measurement processes

  • Define and execute individual development plans to promote career mobility and improve skills.

  • Promote effective teamwork and manage the resolution of interpersonal issues

  • Identify ways to share resources across applications / platforms to promote information sharing and career / skill development through job rotation.

  • Define staffing plans and participate in the recruiting process as needed

End to End Service Management - Provide end-to-end IT service management of all the technologies, processes, information, and related IT resources required to support a specific business outcome across the lifecycle.

  • Service Strategy: Collaborate with IT-Business Relationship Managers and Architects to develop the end-to-end IT services strategy, and assess the impact of the architecture roadmap on the End to End Service.

  • Service Design: Liaise with IT-Business Relationship Managers, Architects and Business Process and Functional Owners to negotiate IT Service Targets. Align and document service descriptions and service-level agreements (SLAs) to be included in the organizations service catalog.

  • Service transition: Ensuring proper solutioning, cross functional and systems impact assessments, identification and allocation of resources, and that changes are being delivered as per business expectations and commitments of timing, effort, and quality.

  • Release and deployment: Management and oversight of the Service Provider(s) to build and execute a delivery plan. Ensure integration of solution across technical areas, tools and capabilities.

  • Knowledge Management: Ensure Service Provider(s) maintains currency of all components of the End-to-End Service Documentation.

  • Service Transition: Oversee and approve that designed services are ready for production in regard to supportability, quality, and business readiness. Ensure the currency of comprehensive test plans including Integration and Regression Scenarios. Collaborate with quality teams to ensure the overall quality of delivered services.

Continuous Service Improvement - Through systemic agility, continually ‘shift right by re-aligning IT services to the changing business needs by identifying and implementing improvements to IT services that deliver business outcomes.

  • Provides information to business partners about service-improvement opportunities and collaborates with them to drive down business costs and effectively support business capabilities.

  • Develop an annual IT service delivery plan and negotiate delivery expectations with business partners

Service Operations – Ensures IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

  • Work with multiple vendor support teams to ensure adherence to Standards, Policies and Governance across the service life cycle.

  • Anticipate and identify business activities that will have an impact on the capacity requirements.

  • Translate and incorporate the business requirements and Service Level Agreements (SLAs) into all relevant 3rd party contracts.

  • Support internal and external periodic audit reviews of system and process controls.

  • Ensure service supports all End-to-End IT Service business continuity requirements.

Financial Management - Optimize the cost of IT Services while considering quality and risk factors.

  • Drive service improvement plans that are aligned with fact based operational intelligence.

  • With an understanding of TCO, provide cost transparency and partner with the business, to optimize the return on assets

  • Deliver year over year structural cost savings.

Required Skills

  • 4-year degree in Computer Engineering or Computer Science

  • Typically, 7- 10 years of experience in roles such IT Service Delivery Manager, Technical Project Management, Technical Operations, Application Development and Performance Optimization

  • Strong knowledge of application technical layer and technical problem solving.

  • Knowledge and understanding of goals and the interdependencies of functional IT End to End Services and technology framework to improve and sustain technical application performance.

  • Knowledge and ability to direct multiple service providers in integrating IT End to End services with requirements from key stakeholders.

  • Knowledge of informational technology disciplines; e.g., software applications and interfaces, production operations, quality assurance and systems management, etc.

  • Knowledge of project management process and systems

  • Excellent written, oral, instructional, presentation, and interpersonal skills focused on motivation and positive attitude

  • Highly self-motivated, directed, and change oriented

  • Ability to communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate

  • Knowledge of new technologies (in specific field) and maintain and stay abreast of updates and changes

  • Experience working in an outsourced IT Service Delivery model (on-shore and off-shore).

  • Proven experience and ability to manage and deliver IT end to end service through a multi-vendor, multi-application, global outsourced environment in an SAP/Oracle based environment.

  • Competent in ITIL strategy formulation and service architecture

  • Demonstrated IT financial management and planning skills. Ability to benchmark, evaluate and develop value proposition of IT end to end services.

  • Proven competence to deliver IT end to end services within the ITIL framework.

  • Strong Influencing and relationship building within all levels of IT and business stakeholders

  • Ability to identify business opportunities and create a plan that justifies how IT services will meet strategic objectives and outcomes

  • Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and market growth

  • Ability to oversee and influence technology architecture and operations to support service objectives

  • Ability to map technology investments, refresh plans, and retirement timelines based on key business trends and service consumption patterns

  • Strong oral and written communications. English required and Spanish desired

To be considered, please immediately apply to this requisition using the link provided or by going and referencing job ID 21204733.

Kindly forward to any other interested parties. Thank you!

Drug testing and/or other employment-related inquires may be conducted.

CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and personal development courses.

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Asset Management

  • Education Level: Bachelor's Degree (±16 years)

  • Work Remote: Yes

  • Travel: No