Job Description

Service Request Manager POSITION PURPOSE: The Service Request and Service Catalog Manager plays a key role in ensuring the efficient delivery and management of services within Bayer IT organization. This role is responsible for maintaining and updating the service catalog, as well as overseeing the request management process. The Service Request and Service Catalog Manager collaborates and consults with various stakeholders to ensure that services are clearly defined, easily accessible, and delivered in a timely manner. By maintaining an accurate service catalog and streamlining the request handling process, this role enables efficient and effective service provisioning, contributing to the overall success of the IT organization. YOUR TASKS AND RESPONSIBILITIES: Service Catalog Management: Develop and maintain a comprehensive service catalog that accurately reflects the available services within the organization. Collaborate with service owners, business units, and technical teams to gather service information, define service offerings, and reflect agreed SLAs. Regularly review and update the service catalog to ensure accuracy, relevance, and alignment with business needs. Ensure that service descriptions, pricing, dependencies, and other relevant information are documented and easily accessible to users. Request Management: Establish and enforce a standardized process for submitting, tracking, and fulfilling service requests. Act as the primary point of contact for users seeking assistance or requesting services from the catalog. Receive, prioritize, and assign requests to the appropriate service providers or teams based on defined criteria and SLAs. Identify and address any bottlenecks or issues in the request management process, working closely with stakeholders to drive continuous improvement. Stakeholder Collaboration: Collaborate with service owners, IT teams, and other relevant stakeholders to gather requirements and feedback for service enhancements or new service offerings. Engage with business units to understand their service needs, align service catalog offerings with organizational goals, and provide guidance on available services. Foster strong relationships with service providers, promoting effective communication and collaboration to ensure seamless service delivery. Reporting and Analysis: Develop and generate reports on service catalog utilization, request trends, and SLA compliance to provide insights and support decision-making. Analyze data to identify opportunities for service improvements, cost optimization, and process efficiencies. Monitor service metrics and key performance indicators (KPIs), ensuring that service levels are met and taking appropriate actions to address any deviations. Documentation and Training: Document and maintain standard operating procedures (SOPs) for service catalog management and request handling processes. Provide training and guidance to users on accessing the service catalog, submitting requests, and utilizing self-service capabilities. WHO YOU ARE: Bachelors degree in computer science, information systems, or a related field (or equivalent work experience). Proven experience in service catalog management, request fulfillment, or a similar role. Strong understanding of IT service management (ITSM) principles, processes, and best practices. Familiarity with service management tools and technologies (i.e., ServiceNow), such as service catalog software, request tracking systems, or ITSM platforms. Excellent communication skills, both verbal and written, with the ability to engage and collaborate with diverse stakeholders. Analytical mindset with the ability to gather and interpret data to drive insights and improvements. Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively. ITIL Foundation certification or other relevant IT service management certifications are desirable.