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Service Level Agreement & Process Manager TM5 (Government))

Columbia, Maryland

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AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense.   We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

AT&T has an opening for an SLA and Process Officer to align RIS I program SLAs and processes to the overall program strategy across all frameworks and services.

Description of Job Duties/Responsibilities:

The SLA and Process officer oversees business process activities and is responsible for defining process rules, policies, framework, procedures, and guidelines to ensure that the main objectives follow the RIS I Program strategy as well as establishing control, governance, and measurement mechanisms. Work across tasks and is responsible to synchronize efforts and maintain high quality services across the end-to-end enterprise. Ensure a seamless operation across tasks and fosters a culture of continual service improvement to improve the efficiency and effectiveness of deployed services. Drive a cross-functional culture in which people think about how they fit into the overall end-to-end process and what that means for their work. Will be the overall contact for all process related topics and provides input in the strategic business planning.

Duties include:

  • The identification of the high impact high opportunity processes of the RIS I Program and the identification of required capabilities and capability gaps as well as the definition of the overall process management agenda.
  • The process management agenda includes high-level business cases that allow the prioritization of projects.
  • Project-related execution task include the launch and oversight over improvement initiatives as well as the ongoing BPM operations.
  • A key task is to organize people enablement initiatives, like change management (ongoing or as part of a project) or the launch of BPM communities.
  • Last, but not least, the direction and oversight for tool and technology related assets: repository tools; process execution systems; social platforms; or process intelligence tool.
  • An increasingly important role is the use of “Big Data” and in-memory applications to enable next generation of business processes, for example regarding the predictive maintenance as part of field service delivery.

Other duties include:

  • Acts as an advisor to propose changes to the enterprise technical architecture based on analysis of requirements and new technology. 
  • Works closely with systems users to provide guidance in the identification and resolution of user problems and concerns. 
  • Adheres to configuration management and documentation practices.  Applies knowledge of enterprise IT needs to design improved processes, generate valid requirements and ensure these are consistent with enterprise technical architecture.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications:The successful candidate will have 20 years of broad industry experience and leadership roles including a strong background in service delivery, SLA management and process improvement. Must have strong communication and organization skills with intimate knowledge customer mission and objectives.

Ready to join our team? Apply Today!





Job ID 2238115 Date posted 08/04/2022
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