Job Information
AECOM Manager, Service Management in Taguig City, Philippines
Company Description
Work with Us. Change the World.
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
We're one global team driven by our common purpose to deliver a better world. Join us.
Job Description
The Manager, Service Management is responsible for establishing and overall management of the Service Management function for AECOM GBS with the responsibility of developing and maintaining Demand/Roadmap Management, Transition Management, Service Level Management and Document Management.
The position will report to the Manila Centre Manager & Head of Global Service Management and will be working closely with the other functions within the COO Office – PMO/CI, Process/Technology Management, Reporting & Analytics Team.
The person is expected to provide strong leadership in a matrix environment to promote best practices in managing interrelated projects and programs to ensure successful delivery. You will need a strong focus on results and an eye for detail, combined with an emphasis on managing stakeholders across the organization to build credible and trusted relationships.
Responsibilities & Duties
Lead transition activities at GBS and develop required plans and processes in order to meet timelines and service objectives.
Resource, develop and manage service level management; this includes service catalogues, change control process, DTP documentation, SLAs and performance reporting, and governance.
Develop business cases, proposals and marketing packs to help secure new work coming into the Centre.
Oversee the portfolio of transition/projects, providing expert knowledge and support, and monitoring progress and reporting on the portfolio status ensuring compliance of transition/projects portfolio with the AECOM transition approach, governance, cost and service level parameters.
Act as primary owner of the GBS Document Management System, ensure the completeness, quality and sustainability of the platform and compliance to risk & control measures of the organization
Act as owner of project frameworks, templates and procedures; be responsible for ensuring they are fit for purpose and continue to be best practice.
Design, challenge and agree management dashboards to provide a strategic and tactical overview of the Transitions/Project portfolio to improve delivery and planning.
Work with Transition Teams globally to ensure project updates are provided accurately and timely, and submitted to the Global Program team aligned with the agreed schedule
Leveraging global templates, create tools and deliverables as required for project execution and management, develop and deliver progress reports, proposals, requirements documentation and presentation
Drive continual improvements into the Service Management program and ensure industry best practices, standards and defence guidelines are leveraged and implemented;
Lead and mentor the team including performance management, career growth and development to deliver a high-performing responsive team
Qualifications
Minimum Requirements:
Bachelor’s Degree with Project Management Experience preferably pertaining to process transition/migration Extensive experience within a project management office capacity gained from a sizable organization
At least 5 years relevant experience in Outsourcing, Shared Services or similar
Strong Project Management Skills
Understanding of Change Management tools and practices
Excellent Communication (verbal and written) and Interpersonal Skills
Customer Relationship Management Skills
Experience working closely with Senior Leaders across the Organization
Ability to lead a discussion by asking questions, mediating between opposing viewpoints, encouraging participation and ensuring that all participants view is heard
Strong analytical and critical thinking skills, combined with strong process orientation and enforcement
LSS Black Belt or Master Black Belt certification is a plus
PMI Certification preferred
Additional Information
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About AECOM
AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.
Freedom to Grow in a World of Opportunity
You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.
You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.
AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.
Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
All your information will be kept confidential according to EEO guidelines.
ReqID: J10110402
Business Line: Geography OH
Business Group: DCS
Strategic Business Unit: GBS
Career Area: Program & Project Management
Work Location Model: Please Select