DHA Global Service Center Project Manager

Peraton • San Antonio, TX

2d • Onsite

About The Position

Peraton is seeking a Project Manager. The DHA Global Service Center (GSC) Project Manager serves as a key facilitator and integrator across the GSC organization, Government customer groups, Program Offices, and partner teams. This role drives the planning, coordination, and implementation of workflow, process, and technology improvements that enhance service delivery and promote continual improvement. The Project Manager works closely with stakeholders at multiple organizational levels, providing oversight for new Service Desk initiatives, serving as the primary liaison for MHS GENESIS and ITSM tools, and ensuring effective project execution from planning through sustainment. This will include but not be limited to leading and facilitating cross-functional process/project/program meetings, developing project management plans, schedules, lessons learned, identification of risks/issues and mitigation plans, managing Service Desk projects, customer interface, supporting KPI development and reporting analysis, and preparing required contract deliverables and reports. The role works in close alignment with GSC and EITSI leadership.

Requirements

• Min 5 years with BA/BS, 3 years with MA/MS, 0 years with PhD, 9 years with HS diploma.
• ITIL4 and PMP required.
• 5+ years’ IT project management experience, Service Desk and ITSM tools implementation.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Experience with ITSM applications (ServiceNow, BMC, etc.).
• Experience with quality assurance, KPI development and analysis.
• Experience with developing processes, test plans, UAT and various project/process artifacts.
• Proven technical competency in the following areas: Word, Excel, PowerPoint and Outlook, with a high level of accuracy and attention to detail.
• Demonstrated knowledge of Service Desk support methodology.
• Must be able to work in a team environment.
• Dependable attendance, ability to work extended hours if needed to meet short suspense and deadlines.
• Excellent customer service and communications skills, both oral and written.
• Proven project management and organizational skills, and ability to successfully manage competing priorities to meet project deadlines.
• Strong critical thinking and analytics skills that facilitate service delivery methodology innovation and process improvement.
• Strong knowledge of Service Desk support environments.

Nice To Haves

• Relevant technical certifications or relevant MHS application experience

Responsibilities

• Develop, maintain, and manage project plans, schedules, operational readiness checklists, process artifacts and required documentation, and KPI/reporting packages.
• Coordinate with internal DHAGSC teams and external DHA stakeholders to support rollout of new processes and service improvements.
• Facilitate process, project, technical meetings, working groups, or interagency summits, to capture and document requirements, action items to drive progress and decision making.
• Apply industry best practices for project management methodologies and ITIL-based service management process engineering.
• Conduct analysis and prepare materials supporting changes to the DHAGSC operating environment.
• Develop presentations, communications, and training materials as needed for Government customers, internal teams, external partners, inter-agency working groups, and MTFs.
• Support special projects and maintain program documentation as required.
• Identify and monitor risks and issues, develop mitigation strategies, and ensure timely resolution associated with the DHAGSC operations.
• Partner with Process Owners, CSI teams, and metrics/reporting team to assess the impact of changes or process improvements, and develop data-driven service improvement initiatives.
• Coordinate with customer counterparts on ITIL process implementation activities and develop materials for DHITS to include presentations, metrics and any other information as requested by the customer.
• Review service delivery metrics and facilitate design changes to core Service Desk processes to positively impact the specific metrics.
• Analyze CSI and daily/weekly/monthly operational reports to identify trends, issues, and opportunities for improvement.
• Maintain proficiency with analytical tools, including ServiceNow or similar ITSM systems; apply data analysis techniques for reporting and decision support.
• Uphold strong communication, customer service, and adherence to suspense dates and deliverables.

Benefits

• Overtime
• Shift differential
• Discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED