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Standard Operating Procedures Manager(Duluth)


Columbia, MD
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Job Details

Company AT&T

Job Title Standard Operating Procedures Manager(Duluth)

Jobid att4-6883450

Location: Columbia, MD, 21045, USA

Description Don't miss this opportunity to join the company recognized by _Fortune_ magazine as the **_World's Most Admired Telecommunications Company_** and ranked #4 on _DiversityInc's_ list of **_2011 Top_** **_50 Companies for Diversity._**

As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.

You don't have to be a tech whiz to join AT&T. It takes more than technology to keep us ahead of the curve, and thanks to our teams of legal/operations, marketing and finance whizzes, we do just that. Every day, each works to ensure the success of the company while they advance their own careers.

What does it take to join us? We demand exceptional skills in your discipline and a real dedication to being the best.

After all, we're asked to keep AT&T profitable and on the cutting edge, and at the same time, build on more than a century of innovation and success. We are a world leader in communications and entertainment, and we plan to keep on growing.

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

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