Service Management Director (Job Number:405691)
Description:
SAIC has an opening for a Service Management Director located in Pittsburgh, PA.
The Service Management Director reports directly to the Program Manager and will provide central accountability for management of all Service Management related activities in scope of the Program- which are those activities associated with the design, maintenance, and enforcement of standard support processes, measurement and reporting of existing and future service solutions, consulting and advising on the introduction of new areas of Service Management within the customer environment, and the advancement of ITIL maturity throughout the support organization.
Reviews and ensures Service integrity. Ensures and monitors that Service Delivery assignments are performed in accordance with ITIL V3 Service administration guidelines, requirements, standards and procedures for Service implementation, testing, and maintenance.
Provides assistance with proactive leadership and direction to the Service Delivery Management team with regard to support processes
Manages delivery of Services design and maintenance in compliance with ITIL V3 Service Design Lifecycle.
Manages Project deliveries to PMBOK/PMP standards for Project management.
Proactively identify bottlenecks in Service Policies and Procedures and recommends remediation to the customer.
Provide Service Management subject matter expertise and implementation assistance to customer and Third Party vendor support.
Data analysis and trend identification with regard to Incident, Request and Problem tracking in order to proactively identify potential service improvement areas
Periodically run audits/tools/surveys to validate Services.
Support of measurements and assuring achievement of critical performance metrics including all contractually required Service Level in conjunction with Service Delivery Management team.
Evaluates and advises regarding the introduction of new functionality and technology associated with the ServiceNow Keystone implementation as new modules are implemented and/or new releases provide additional capabilities.
Qualifications:
EDUCATION AND EXPERIENCE: Bachelor's degree in Information Technology Infrastructure Library (ITIL) (Technical Specialty) preferred and 7+ years experience.
PMP and ITIL certifications required.
Must be a US citizen
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Aug 28, 2014, 11:15:11 AM
Primary Location: United States-PA-PLEASANT HILLS
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Description:
SAIC has an opening for a Service Management Director located in Pittsburgh, PA.
The Service Management Director reports directly to the Program Manager and will provide central accountability for management of all Service Management related activities in scope of the Program- which are those activities associated with the design, maintenance, and enforcement of standard support processes, measurement and reporting of existing and future service solutions, consulting and advising on the introduction of new areas of Service Management within the customer environment, and the advancement of ITIL maturity throughout the support organization.
Reviews and ensures Service integrity. Ensures and monitors that Service Delivery assignments are performed in accordance with ITIL V3 Service administration guidelines, requirements, standards and procedures for Service implementation, testing, and maintenance.
Provides assistance with proactive leadership and direction to the Service Delivery Management team with regard to support processes
Manages delivery of Services design and maintenance in compliance with ITIL V3 Service Design Lifecycle.
Manages Project deliveries to PMBOK/PMP standards for Project management.
Proactively identify bottlenecks in Service Policies and Procedures and recommends remediation to the customer.
Provide Service Management subject matter expertise and implementation assistance to customer and Third Party vendor support.
Data analysis and trend identification with regard to Incident, Request and Problem tracking in order to proactively identify potential service improvement areas
Periodically run audits/tools/surveys to validate Services.
Support of measurements and assuring achievement of critical performance metrics including all contractually required Service Level in conjunction with Service Delivery Management team.
Evaluates and advises regarding the introduction of new functionality and technology associated with the ServiceNow Keystone implementation as new modules are implemented and/or new releases provide additional capabilities.
Qualifications:
EDUCATION AND EXPERIENCE: Bachelor's degree in Information Technology Infrastructure Library (ITIL) (Technical Specialty) preferred and 7+ years experience.
PMP and ITIL certifications required.
Must be a US citizen
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Aug 28, 2014, 11:15:11 AM
Primary Location: United States-PA-PLEASANT HILLS
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time