Service Manager Jobs

About The Position

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
• Minimum 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
• Valid ITIL v4 certification is required.

Responsibilities

• Lead and oversee the delivery of IT services to a large federal client, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs).
• Collaborate closely with federal client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs.
• Develop and implement comprehensive IT service management strategies that align with the client's goals and adhere to federal guidelines and regulations.
• Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations.
• Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement.
• Ensure effective communication between the service delivery team, cross-functional IT teams, and federal client representatives.
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability.
• Provide regular updates and reporting to federal clients on the status of IT service delivery, SLAs, and improvement initiatives.
• Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools.
• Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies.
• Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.

Benefits

• medical, dental, and vision insurance with an employer contribution
• flexible spending or health savings account
• life and AD&D insurance
• short and long term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally-required benefits