Service Design and Transition Manager

Clearance Level
Interim Top Secret
Category
Systems Engineering
Location
Washington, District of Columbia

REQ#: RQ102112

Travel Required: Less than 10%
Requisition Type: Regular

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. 

We think. We act. We deliver. There is no challenge we can’t turn into an opportunity. And our work depends on a Service Design and Transition Manager to support our State Department customer in the Washington DC Capitol Region. The location is Washington, DC. Some telecommuting is supported. 

At GDIT, people are our differentiator. In this role, a typical day will include: 

  • Working in an ITIL environment particularly in Service Design and Transition processes and roles, along with ITIL Service Transition life cycle, principles, processes, functions, and activities
  • Ensures early engagement with project teams, so that they understand and plan for what is required to transition Services into the live environment 
  • Manages the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support teams 
  • Undertake Service Design activities for projects with an impact to the service organization, support team capabilities, structures, or capacity 
  • Facilitate workshops to define clear roles & responsibilities between Business Support and IT Support, with an outcome of people and process impact to the BAU operating model 
  • Apply best practice and experience to develop and tailor the service design and transition activities on per project basis 
  • Producing Service Models, SLAs, Warranty/ELS, Service Definition and cost models. 
  • Support the creation of RFP responses and quotations for the service design and transition activities and ongoing operational support
  • Develop and manage service transition plans and status updates for the activities and deliverables required 
  • Responsible for the co-ordination of transition activities internal technical resource, 3rd party suppliers, account team members and client stakeholders 
  • Develop appropriate service and support models for the level of change planned and budgeted for within agreed delivery schedule 
  • Provide Single Point of Contact to the project for delivering service transition activities and adhere to relevant escalation process 
  • Define appropriate level of Service Acceptance Criteria and maintain responsibility for ensuring criteria is met before Go Live 
  • Deliver Service Transition activities within time and budget constraints, meeting the required level of quality and other Key Performance Indicators 
  • Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality, and customer satisfaction 

WHAT YOU’LL NEED:

  • Associate Degree or High School / GED with 2 years’ relevant experience 
  • 4 years’ experience in IT Operations
  • Significant experience gained in an IT service management/delivery organization 
  • Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of new changing services and application development
  • Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
  • Practical knowledge and application of ITIL service management processes
  • Experience of working in outsourced service provision
  • Customer focused with a passion and drive for customer satisfaction and delivering business value.
  • Build effective relationships and results orientation
  • Proven ability to make customer-oriented decisions
  • Ability to communicate in a clear and concise manner to all levels
  • Comfortable to challenge and be challenged and manage conflict
  • Good interpersonal skills that enable working relationships to be developed at all levels across the business
  • Commercial focus and awareness  

WHAT GDIT CAN OFFER YOU: 

  • Full-flex work week 
  • 401K with company match 
  • Challenging work that makes a real impact on the world around you 
  • Diverse, highly collaborative teams  

#OpportunityOwned #GDITCareers #GDITLife #WeareGDIT 

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Florida, Montana, Tennessee, Texas, or work outside of the United States may be excluded from this requirement.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.