IT Service Management Operations Manager

Pantex•Amarillo, TX

1d•Onsite

About The Position

As an Information Technology (IT) Service Management (ITSM) Operations Manager, you will be responsible for overseeing and optimizing the delivery of IT services across our Field Support and Service Desk functions. This critical role ensures seamless IT operations, drives high customer satisfaction, and fosters continuous improvement in our service delivery frameworks. You will leverage your expertise to enhance our operational efficiency and maintain robust IT support landscapes.

Requirements

Bachelor's Degree and minimum 7 years of relevant experience.
OR applicants without a bachelor's degree may be considered based on a combination of at least 15 years of completed education and/or relevant experience
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status.
The ability to obtain and maintain a Department of Energy Q clearance is required.
Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP).
If HRP is required, candidate must complete a counterintelligence-scope polygraph, pursuant to 10 Code of Federal Regulations (CFR) 709.
Medical requirements may apply.
Pantex is a drug-free workplace.
Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation.
As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter.
U.S. citizenship is a requirement for security clearance applicants.
All employees are subject to random selection for drug testing without advance notification.

Nice To Haves

Demonstrated Experience with ITSM Platforms
Proven Track Record in Process Optimization
Strong Analytical Capabilities for Data-Driven Insights
Experience Facilitating IT Governance Forums
Prior Experience in Cross-Functional Collaboration
Familiarity with Disaster Recovery and Business Continuity Planning
Deep Understanding of IT Infrastructure and Application Deployment
Information Technology Infrastructure Library Foundation (ITIL) Certification (or higher)

Responsibilities

Direct the monitoring and management of IT service delivery performance, ensuring strict adherence to Service Level Agreements (SLAs).
Coordinate and guide IT support teams for efficient incident and request resolution across both field and service desk operations.
Maintain consistent communication with clients and stakeholders, providing timely updates and gathering essential feedback to enhance service quality.
Proactively identify opportunities and lead the implementation of process improvements to elevate service efficiency and effectiveness.
Oversee and manage the resolution of escalated service issues, ensuring timely action and appropriate communication.
Conduct regular service review meetings with clients and internal teams.
Prepare and distribute comprehensive performance reports, utilizing metric analysis to pinpoint trends and areas for enhancement.
Develop and maintain thorough documentation of IT service delivery processes and procedures.
Collaborate effectively with other IT departments to ensure seamless service integration and alignment.
Collaborate on establishing and evolving frameworks for the deployment and maintenance of IT infrastructure and applications, ensuring they actively support our strategic service delivery objectives.
Coordinate the development and implementation of comprehensive training and development programs for IT support staff, fostering continuous skill enhancement and alignment with organizational needs and emerging technologies.
Work closely with stakeholders to manage vendor relationships and service contracts, ensuring third-party services are integrated effectively and consistently meet established organizational standards and compliance requirements.
Champion and facilitate adherence to Information Technology Infrastructure Library Foundation (ITIL) best practices and our evolving service management frameworks across all IT service delivery functions.
Partner with relevant teams to develop, implement, and periodically review robust disaster recovery and business continuity plans for IT services, enhancing our collective resilience.
Guide and support thorough root cause analysis processes for recurring issues, fostering a collaborative approach to identifying and implementing effective preventive measures.
Facilitate and coordinate change management procedures, ensuring all updates and maintenance activities are planned, assessed, and executed to minimize disruption through collaborative effort.
Manage budget allocation and resource planning for IT service delivery activities.
Ensure full compliance with security policies and regulations in the delivery of IT services.
Foster a culture of continuous improvement, collaboration, and customer-centric service delivery within the team.
Provide leadership and mentorship to team members and new hires, fostering their professional growth and development.