IT Service Manager

JBW Federal•Scott AFB, IL

About The Position

JBW Federal is a subsidiary company of the Kanaka Foundation - An NHO who's mission is to support Native Hawaiians. You will receive a comprehensive benefits package that includes: Health insurance Dental insurance Vision insurance Pet insurance Annual membership to Costco or Sam's 401K ...and much, much more! Responsibilities: The IT Service Manager oversees and manages service delivery, ensuring alignment with business objectives and client needs. This role involves collaborating with stakeholders to define service strategies, objectives, and service level agreements (SLAs). Develops comprehensive service plans and roadmaps to ensure services meet business needs. Oversee the day-to-day operation and delivery of services, ensuring adherence to SLAs and maintaining high service quality. Leads incident, problem, and change management processes, coordinating resolution efforts to minimize service disruptions. Other support duties as needed/directed.

Requirements

5+ years of relevant experience.
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
ITIL v4 Foundation certification required (Intermediate or Managing Professional preferred).
Strong understanding of ITSM processes and frameworks (Incident, Problem, Change, Configuration, and Service Request Management).
Experience with enterprise ITSM tools
Excellent communication, analytical, and problem-solving skills.
Experience in metrics-driven management and process optimization.
Experience working in large enterprise or government environments.
Active Secret Security Clearance is required.
Must be a US Citizen and pass a background check.
Maintain applicable security clearance(s) at the level required by the client and/or applicable certification(s) as requested

Nice To Haves

Experience leading Continual Service Improvement (CSI) initiatives.
IAT Level II
Strategic thinker with a service-oriented mindset.
Excellent interpersonal and leadership skills.
Highly organized, proactive, and detail oriented.
Ability to translate technical language into business impact.
Committed to continuous learning and professional growth.

Responsibilities

The IT Service Manager oversees and manages service delivery, ensuring alignment with business objectives and client needs.
This role involves collaborating with stakeholders to define service strategies, objectives, and service level agreements (SLAs).
Develops comprehensive service plans and roadmaps to ensure services meet business needs.
Oversee the day-to-day operation and delivery of services, ensuring adherence to SLAs and maintaining high service quality.
Leads incident, problem, and change management processes, coordinating resolution efforts to minimize service disruptions.
Other support duties as needed/directed.