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Program Resource Manager in Oak Brook, IL at CRS Group

Date Posted: 5/5/2018

Job Snapshot

Job Description

Program Resource Manager
Duration: 3 month contract
Location: Oak Brook, IL
Overview: The CRS Group is currently looking for a Program Resource Manager for one of our clients in the Oak Brook area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Job Description:
  • Implement structured, consistent governance across all market-oriented services
  • Track and report on MSLA compliance to markets and customer satisfaction in a consolidated manner
  • Implement action plans and/or remedies with teams/vendors where services fail to meet MSLAs
  • Work with service teams to identify opportunities to realize additional value for markets
  • Ensure a high degree of communication to and from markets and service owners
  • Proven ability to drive service management discipline within IT is essential
  • This includes process improvement, service design and operation methodologies and governance frameworks including best practice/ quality standards such as PRINCE 2, ITIL, Capability Maturity Model for Integration (CMMI), and/or COBIT, along with a demonstrable aptitude to learn
  • The incumbent must possess excellent IT and communication skills and be proficient in the use of technologies that will enable the delivery of technology governance
  •  A critical need will be to strike the right balance between professional technical know-how and excellent communication skills
  • The incumbent will need to be able to understand, analyze and work with what can be detailed and complex governance and regulatory frameworks without getting lost in the detail, seeing the bigger picture and enable others to do the same

General Responsibilities and Experience:
  • Develop and implement service level management, develop MSLAs, service process monitoring and tools
  • Support the execution and further development of customer satisfaction measurements
  • Partner with Corporate Controller Group (CCG), Product/Service and IT Delivery teams to validate the readiness for services to become generally available
  • Support the creation automatisms that identify and raise service failures within McDonalds and/or vendors
  • Analyze key metrics, MSLAs and success criteria to produce recommendations and next steps for services under evaluation
  • Participate in designing new services with appropriate quality in mind
  • Act as a point of escalation for problems for markets, and proactively identify and address potential challenges
  • Be a markets advocate when providing input (re service levels) into the design of new services
  • Provide summaries of key terms to stakeholders
  • Monitor compliance to (M)SLA related contractual terms
  • Identify opportunities for standard terms and conditions across contracts

  • Analysis
  • Functional knowledge of IS&S (Information Systems and Services)
  • Communication Skills
  • Customer Service
  • Prepare Reports
  • Prepare Statistical Reports
  • Data Analysis
  • Evaluate, Track, and Report Feasibility of Suggestions
  • Problem Reports and Resolutions

Additional Skills:
  • ITIL, Prince2, Service Management, Service Operations, Service Design, Vendor Management

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Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.