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Cincinnati Bell Program Manager of Service Transition in Cincinnati, Ohio

Job Purpose

The Service Transition Program Manager is responsible for developing, implementing, maintaining, and continuously-improving the provisioning of services related to the CBTS services portfolio for both internal and external customers. This role will work collaboratively with each business practice to ensure CBTS collectively meets and/or exceeds customer expectations in support of contractual obligations.

Essential Functions

  • 50% Take a hands-on approach to supervising the operations of Service Transition Coordinators
  • 25% Ensure resources have the right tools, access, training, and information to meet Service Level Objectives
  • 25% Engage with customers, project managers, Service Delivery Manager, as well as, practice engineering teams to ensure a positive customer experience

Experience

  • 6 to 7 years of experience
  • 5 years' experience in a Service Management environment providing services to multiple entities
  • 2 years of people management experience required
  • 2-4 years of Project Management experience required

Education

  • Four years of College resulting in a Bachelor's Degree or equivalent
  • ITIL Foundations Certification
  • Prince II or PMP Certification highly desirable
  • Leadership and/or Management Training Certification preferred

Special Knowledge, Skills, and Abilities

  • Experience with IT Service Management (ticketing) systems
  • Proven interpersonal, customer relationship, and teamwork skills
  • Ability to discern risks and take action to effectively mitigate
  • Maintain productive working relationships both within a team and across team boundaries
  • Monitoring of Key Performance Indicators and performance against Service Level Agreements
  • Understanding of project management methodologies
  • Strong and confident communication skills
  • Ability to balance, coordinate and translate the needs of multiple stakeholders
  • An understanding of and track record in automating process a plus

Work Environment

  • Office Work environment
  • Occasional requirements to work outside of normal business hours

Supervisory Responsibilities

  • Leads work teams (assigns, coordinates, and checks work) for employees performing similar work
  • Supervises two or more non-exempt employees

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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