IMG has an opening for a Service Manager professional to support the Defense and National Security sector.
The job duties of the Service Manager are as follows:
The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiencyEnsures services are defined and continuous service processes work in practice, diagrams and documents repeatable processes for a technical programMeets with the SMEs to gather requirements and document detailed steps for each repeatable task activityManages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog itemsMonitors service fulfillment; identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolutionPerforms version-controlled updates and document trackingAttends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutionsDevelops and deliver service operations documentationReviews process changes with internal board and submit them through the ITSM toolEscalates issues regarding service management process workflowsCollaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communicationMonitors project lifecycle workflows and submit tickets to resolve errorsManages and track the DMND and ENHC process for all service delivery requirements and complete escalationsConducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user trainingCreates/improves complex workflows and processes of repeatable tasksUnderstands business capabilities of toolsDrives initiatives for new methods and obtain buy-in from stakeholdersTakes accountability for the quality of requirements and business process development and implementationConducts quality management reviews to ensure compliance standards are metWorks with integrators and developers to seek out solutions to improve productivity and performance metricsCreates Weekly, Daily and Monthly reports and manage task deadlines QualificationsAdditional required qualifications include:
Available to travel up to 20% of the time.Available to work flexible hours, to include weekend support.Ability to work independently and in a collaborative environmentRequired Skills, Experience, and Education: 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.
Additional required qualifications include:
Familiarity of ITIL processesTechnical documentation experience; use of clear language and proper grammar, spelling and punctuationDevelop user stories to provide justification for requirements solutionsAbility to execute tasks quickly and efficientlyIntermediate Confluence and MS Visio experienceAbility to collaborate with teams, facilitate technical discussions and business requirementsRequired Clearance: Active TS/SCI, with CI Poly.
About IMGFounded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.
IMG Benefits:
Health, dental, vision, and life insuranceShort term and long term disability insurance401(k) with generous company matchFlexible Spending Accounts (FSA) and Health Savings Accounts (HSA)Personal leave plus paid federal holidaysProfessional development and training assistanceIMG is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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