Responsibilities
The Enterprise IT Service Management (EITSM) Manager leads the development and implementation of EITSM processes and procedures for the program. They own all IT Infrastructure Library (ITIL) Standards and best practices, and work across all functional areas to ensure processes are followed and aligned with program needs.
Responsibilities
- Own EITSM processes and areas: Incident Management, Change Management, Request Fulfillment, Problem Management, Knowledge Management and Service Level Agreement (SLA) Management and Reporting
- Provide requirements for BMC Remedy to the Operations Team
- Define, design, and implement processes and procedures based on industry standard ITIL latest version and Peraton best practice
- Develop and maintain a roadmap that drives implementation throughout IS for ITSM delivery, metrics and governance
- Provide oversight and guidance to drive root cause analysis and corrective action plan completion
- Identify and implement process improvements throughout the life of the program
- Collaborate with the Air Force customer to determine reporting metrics, format and that shared data repositories are set up properly
- Supervise the EITSM program team
- Report status updates to the Air Force customer and Peraton Leadership
- Accountable for the labor and material financial forecast for the EITSM team
- Ability to travel up to 25%
Locations
- JBSA Lackland, TX
Qualifications
Qualifications
- Understanding of ITIL approach, principles and processes
- Broad understanding of IT technologies and business considerations
- Knowledge of BMC Remedy, TrueSight Server Automation (TSSA), BMC Client Manager (BCM), BMC Service Request Management (SRM), and SolarWinds
- 10+ years of experience and a Bachelors Degree, 8-10 years of experience and a Master’s Degree, or 5-7 years of experience and a PhD
Security Requirements
- At a minimum, active Secret clearance
Peraton Overview
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
Target Salary Range
$135,000 – $216,000. This represents the typical salary range for this position based on experience and other factors.
EEO Tagline (Text Only)
An Equal Opportunity Employer including Disability/Veteran.