Responsibilities
Peraton is seeking an IT Service Management Lead to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
This position will have people management responsibilities for a team of 6-8 team members including sub-contractors. This position will lead our IT Service Management (ITSM) improvement team consisting of IT Service Management (ITIL) Consultants and ServiceNow Subject Matter Experts (SMEs). The role will assess and prioritize where improvements in the IT service management lifecycle and tools such as ServiceNow are most beneficial to Peraton and the government. Interaction with technical leads across the program is required. Ability to present to Peraton and government leadership is a key to success.
Day to Day Work Responsibilities:
- The team being led is responsible for creating documents and presentations such as: 1) IT service management Standard Operating Procedures (SOP), 2) job aides, 3) corrective action plans, 4) business justifications, 5) impact analysis, 6) roadmaps and 7) executive presentations and status reporting.
- Responsible for providing expert level consulting to program and government team members and driving change across the program.
- Solid understanding of IT Operations Management best practices is required along with sufficient technical background to work within Service Desk, Enterprise Operations Center, Database, Infrastructure, Network, Application Support and Security functional areas.
- Developing, monitoring, driving and reporting on corrective actions and improvement plans when IT Service Management performance is not at an acceptable level. Projects to mature the IT Service Delivery model will be initiated and tracked to successful completion.
- Responsible for recommending continuous improvement actions and monitoring/driving the corrective action plan(s) to completion.
- Status reporting to senior management within the program and with the customer.
- Recommend corrective actions to technical and business teams and lead project/transition teams to implement corrective actions or improvements
- Coordinate/communicate with all levels of leadership within Peraton and the government on performance, corrective actions, and strategic planning of IT service management
- Liaison between technical and business teams and the government customer
- Create and/or deliver customized training to team members on IT service management
- Identify shortcomings with existing IT Service Management Tool (ServiceNow) and recommend enhancements and configuration changes to improve service delivery
Qualifications
Basic Qualifications:
- US Citizenship and an active SECRET Government Security Clearance
- BS degree and 12-15 years’ experience or MS degree and 10 -13 years’ experience or high school diploma/equivalent and 16 years relevant experience.
- 4 years of management experience leading IT service delivery teams
- Ability to work independently leading program level improvement initiatives in a fast paced, mission critical complex environment
- Experience analyzing data to identify trending and root cause of IT service management performance issues and make recommendations to technical and business teams.
- Expertise with ServiceNow to include understanding the entire Incident Lifecycle Management cycle, queue management, and dashboarding and reporting
- Ability to recommend strategic roadmaps for IT service management maturity
- Experience interacting with technical teams to develop corrective action plans and future maturity projects
- Ability to interact with senior leadership on both the Peraton and government side
- Ability to develop project/transition plans, job aides, SOPs, corrective action plans, executive presentations, business justifications, maturity models and status reports
Preferred Qualifications:
- Possesses an ITIL v4 Foundations certification (or higher)
- ServiceNow certifications
- Experience managing towards Service Level Agreements with financial penalties
Shift: 1st Shift (M-F)
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.