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Standard Operating Procedures Manager (Duluth)


Columbia, MD
Job Code:
  • Engineering
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Job Details

Company AT&T

Job Title Standard Operating Procedures Manager (Duluth)

Jobid att4-4432052

Location: Columbia, MD, 21045, USA

Description The Standard Operating Procedure (SOP) Manager will lead the efforts to develop, document and drive the activities around managing the SOPs associated with the workflows of a large IT Service contract. The SOP Manager will work with the operational team to continually improvement the SOPs to improve customer experience and optimize the operational environment. The SOP manager will drive day to day activities to ensure operational SOPs are effectively managed and maintained from a governance and on-going operations perspective.

Responsibilities include:

+ Understanding foundational concepts for the set of SOPs to support a full IT service suite.

+ Leading the efforts and process to gather and create SOP requirements or process improvements

+ Leading design and/or coordination of SOP that implement IT Service workflows

+ Acting as the supportive source of knowledge for all SOPs.

+ Leading the analysis and recommendations for SOP effectiveness.

+ Leading the Continual Service Improvement efforts associated with SOPs

+ Supporting the appropriate ITSM Process boards and committees.

+ Working with all stakeholders, including the Client, on providing cohesive end-to-end solutions

+ Driving the day to day activities to ensure the accuracy, governance, and maintenance of SOPs

+ Leading the escalation / communication of risks and issues as appropriate

+ Supporting the communication and training of SOPs to operational and engineering team.

The standard operating procedures manager shall have nine (9) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Experienced with writing processes, procedures, and work instructions. Technical writing skills a plus. Knowledge with the related ITSM Processes and Polices. Knowledge with workflow tools; e.g. Service Now

Required Clearance: Candidate must have a TS/SCI polygraph clearance

AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet and smart solutions for people and businesses. That’s why we’re investing to be the premier integrated communications company.

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