Service Manager

Job Description

We are currently seeking a Service Manager professional to join our team in supporting the Defense and National Security Sector.

JOB DUTIES:

The Service Manager is responsible for diagramming and documenting repeatable processes within a technical program. This involves meeting with Subject Matter Experts (SMEs) to gather requirements and meticulously documenting detailed steps for each repeatable task activity. The role includes managing and updating the ServiceNow service catalog, developing service requirements packages for standard catalog items, and closely monitoring service fulfillment to identify and escalate discrepancies or breaks in automated workflows that may impact service delivery objectives. Additionally, the Service Manager performs version-controlled updates and document tracking.

Key Responsibilities:

Collaborate with engineers and project managers to gather technical requirements and communicate them clearly to developers in written form.

Monitor project lifecycle workflows and submit tickets to resolve errors promptly.

Manage and track the Demand (DMND) and Enhancement (ENHC) process for all service delivery requirements, completing escalations as needed.

Create and update complex workflows and process documents for repeatable tasks, providing training to program teams.

Conduct quality reviews of documents and tickets to ensure compliance with standards.

Work collaboratively with integrators and developers to identify solutions that enhance productivity and improve performance metrics.

Generate weekly, daily, and monthly reports and manage task deadlines effectively.

REQUIRED QUALIFICATIONS:

A minimum of 5 years of experience, which can be a combination of work history and education. This equates to a Bachelor's and 1 year, an Associates and 3 years, or a High School diploma and 5 years.

Required Clearance: TS/SCI CI.

Familiarity with ITIL processes.

Experience in technical documentation, using clear language with proper grammar, spelling, and punctuation.

Ability to execute tasks quickly and efficiently.

Expertise in or a willingness to learn Confluence and MS Visio.

Ability to collaborate with teams, facilitate technical discussions, and work independently.

Utilize various program resources to answer questions and recommend solutions.