Service Management Deputy

Booz Allen Hamilton•McLean, VA

5d•$86,800 - $198,000

About The Position

Service Management Deputy The Opportunity: You know that project managers touch every single part of a business and wear multiple hats: from caring for the client and their meaningful project goals to participating in business development and being a key contributor to their employees’ growth. We’re looking for someone like you to help our clients meet their mission by keeping the warfighter safe and supporting national security. In this role, you’ll manage the delivery of the most advanced digital solutions. You’ll work closely with clients to oversee incident and problem management processes, help define and manage service level support for Cyber tools, and provide strategic guidance and recommendations for service improvements. You’ll move quickly in an exciting and fluid environment to participate in the Agile development of a project roadmap, establish project milestones, and implement metrics to track progress, while bringing people together to make a tangible difference. Here are some areas where you will have a chance to make an impact on this program. Leadership and Team Management: Serve as the second in command for the Service Operations team, providing direct leadership and operational oversight. Mentor and manage a team of 2-4 service operations professionals, fostering their growth and development. Lead the mid-day shift: 0900-1700 or 1000-1800, ensuring seamless operational continuity and support. Operational Excellence: Act as the primary escalation point for complex, high-priority incidents, guiding them to a swift and effective resolution. Develop, review, and publish clear Standard Operating Procedures (SOPs) to standardize and streamline team processes. Oversee the creation and maintenance of operational dashboards to monitor performance and ensure adherence to Service Level Agreements (SLAs). Drive the creation and distribution of comprehensive reports for key stakeholders, providing clear insights into operational performance. Work with us to transform the future of digital platforms. Join us. The world can’t wait.

Requirements

3+ years of experience serving in a leadership role for a Service Desk or Operations Center
5+ years of experience utilizing an IT Service Management (ITSM) system
Experience implementing process improvements
Experience authoring and publishing formal documentation, such as SOPs
Ability to be forward-thinking with an innovative mindset, operate with a high degree of autonomy, and make critical decisions in a fast-paced operational setting
Ability to work the required mid-day shift: 0900-1700 or 1000-1800
TS/SCI clearance with a polygraph
HS diploma or GED
CompTIA Security+ certification
ITIL 4 or ITIL 5 Foundations certification

Nice To Haves

Experience with ServiceNow or Remedy
Possession of excellent written and verbal communication skills

Responsibilities

Serve as the second in command for the Service Operations team, providing direct leadership and operational oversight.
Mentor and manage a team of 2-4 service operations professionals, fostering their growth and development.
Lead the mid-day shift: 0900-1700 or 1000-1800, ensuring seamless operational continuity and support.
Act as the primary escalation point for complex, high-priority incidents, guiding them to a swift and effective resolution.
Develop, review, and publish clear Standard Operating Procedures (SOPs) to standardize and streamline team processes.
Oversee the creation and maintenance of operational dashboards to monitor performance and ensure adherence to Service Level Agreements (SLAs).
Drive the creation and distribution of comprehensive reports for key stakeholders, providing clear insights into operational performance.