Experience 10 + years of relevant experience or equivalent combination of education
and work experience ITIL Intermediate Service Lifecycle certification
Citizenship US Citizen
Clearance required Secret
Location Washington DC
the management and oversight of service delivery change management.
Works on abstract and complex problems requiring evaluation of intangible variables.
Integrates trends, data and information into plans, deliverables and recommendations.
Develops innovative and creative output based on interpretation and analysis that improve performance.
Manages processes in a complex service delivery environment.
Develops resolutions to complex problems that require the frequent use of creativity.
Identifies and leads continuous improvement activities in support of customer.
Influences others through their professional/technical expertise.
Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Problem governance and review, Change Advisory Board, Problem Review Board, etc.
Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Presents operational and service level reports and explain service level support available to internal or external customers.
Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
Collaborate closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately