Service Manager

Must have current TS/SCI CI POLY or TS/SCI FS POLY clearance!

Responsibilities

• The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiency
• Ensures services are defined and continuous service processes work in practice, diagrams and documents repeatable processes for a technical program
• Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity
• Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items
• Monitors service fulfillment; identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution
• Performs version-controlled updates and document tracking
• Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions
• Develops and deliver service operations documentation
• Reviews process changes with internal board and submit them through the ITSM tool
• Escalates issues regarding service management process workflows
• Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication
• Monitors project lifecycle workflows and submit tickets to resolve errors
• Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations
• Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training
• Creates/improves complex workflows and processes of repeatable tasks
• Understands business capabilities of tools
• Drives initiatives for new methods and obtain buy-in from stakeholders
• Takes accountability for the quality of requirements and business process development and implementation
• Conducts quality management reviews to ensure compliance standards are met
• Works with integrators and developers to seek out solutions to improve productivity and performance metrics
• Creates Weekly, Daily and Monthly reports and manage task deadlines

Qualifications

Candidate must have a high school diploma and 5 years of experience, an associate’s degree and 3 years of experience or a bachelor’s degree and one year of experience.

Required Qualifications:

• Familiarity of ITIL processes
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation
• Develop user stories to provide justification for requirements solutions
• Ability to execute tasks quickly and efficiently
• Intermediate Confluence and MS Visio experience
• Ability to collaborate with teams, facilitate technical discussions and business requirements
• Use various program resources to answer questions and recommend solutions
• Lead/participate in various meetings and forums and report impacts to stakeholders