IT Service Manager Technology Operations

Annapolis, MD, USA ● Baltimore, MD, USA ● Catonsville Heights, Catonsville, MD 21228, USA ● Columbia, MD, USA ● Ellicott City, MD, USA ● Glen Burnie, MD, USA ● Hanover, MD 21076, USA ● Laurel, MD, USA ● Linthicum Heights, MD, USA Req #3931
יום שלישי 23 נובמבר 2021
About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.


IT Service Manager – Technology Operations


Director, Technology Operations


Technology & Product


Baltimore, Maryland



We are seeking a highly motivated and self-managed individual to become part of a global team. This individual will be responsible for developing and implementing service procedures and maintaining customer relationships.  They will work with internal teams to ensure optimum service delivery, resulting in maximum productivity and client satisfaction. The individual will have extensive knowledge of the standards and procedures that the organization uses and will provide customers with all pertinent information about the company’s product or service offerings.

You should possess excellent oral and written communication skills, an ability to present and discuss technical information with all levels of the business in a way that establishes rapport, persuades others, and gains understanding.  As such, you must be a positive, energetic leader who excels in working in a collaborative environment.


Prometric ( is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.


  • Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
  • Perform troubleshooting and triage of incidents and problems, driving for resolution of priority service-impacting issues
  • Develop a standard operating procedure handbook and a marketable service catalog for customers including the Service Description, Support, and Delivery.
  • Ensure services are delivered in accordance with agreed business requirements and manage the service lifecycle
  • Deliver improvements across services, operational process/capabilities and performance
  • Facilitate communication between service delivery, support team, and client representatives providing insight into what's being achieved and where issues and opportunities lie
  • Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, technical, policy, and security
  • Seamlessly introduce new and changed internal and external-facing services as needed



  • Bachelor’s Degree in related field or relevant industry experience.


  • Microsoft Development Suite (.NET, Java, ASP)
  • Automation/Scripting – PowerShell or similar language
  • Experience working with XML, JSON and RESTful APIs.
  • SQL or similar language
  • Production environment experience
  • Microsoft Azure DevOps
  • Some exposure to Scrum methodologies


  • Excellent problem solving and troubleshooting with a high aptitude for complex systems.
  • Understand current processes and offer improvements
  • Understanding of AI and analytics
  • Understanding of knowledge management including knowledge creation and maintenance
  • Ability to prioritize and handle multiple issues
  • Excellent communication both oral and written
  • Sound decision making with the ability to work under minimum supervision
  • Detail oriented and attention to detail
  • Adhering to high financial penalty SLAs



  • N/A


Prometric is an equal opportunity employer: disability/veteran

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Other details

  • Pay Type Salary
  • Job Start Date יום שלישי 23 נובמבר 2021
  • Job End Date יום שישי 28 ינואר 2022
Location on Google Maps
  • Annapolis, MD, USA
  • Baltimore, MD, USA
  • Catonsville Heights, Catonsville, MD 21228, USA
  • Columbia, MD, USA
  • Ellicott City, MD, USA
  • Glen Burnie, MD, USA
  • Hanover, MD 21076, USA
  • Laurel, MD, USA
  • Linthicum Heights, MD, USA