THIS POSITION IS NOT YET FUNDED. GDIT has a future opportunity for a Service Design Manager position. The program is an Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continuous service improvement.
The GDIT Service Design Manager will be a key player in the Service Management Office (SMO) and will be responsible for leading service strategy and design. They will guide the service management team in service portfolio management and work with service and business owners in identifying new services, and in replacing and decommissioning ongoing services, as necessary. Initial service will be Information Technology related, but as the program grows new services will include business and other areas.
Responsibilities and Duties:
Responsible for the ITIL Service Strategy and Design stages of the service lifecycle
Provide leadership at the SMO level to help drive proactive ideation and demand generation of new services and existing service enhancements
Focus on establishing and growing the service portfolio that delivers services with exemplary customer experience
Work closely with client stakeholders to identify opportunities for shared services implementation across the agency and actively advocate for and drive expansion of the shared services portfolio
Establish the governance structure and run the idea intake process that is responsible for collecting ideas from agency stakeholders and developing high level solutions and cost/benefit analysis to facilitate prioritization and cost transparency prior to implementation
Design service offerings based on stakeholder needs with an eye toward cross service management and operations
Help develop and manage chargeback models for services being shared by and delivered to other agencies
Help drive the cultural and organizational transformation needed to help the customer realize their shared services vision
Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators
Present new service design ideas to senior government stakeholders
Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science (Master’s Degree Preferred)
Five or more years of related technical and managerial experience in managing service strategy and design and a proven track record of introducing new services and growing the service portfolio
Some experience with implementing shared services within an organization
Certified ITIL® Foundation Level Certification
Certified Project Management Professional Certification (PMP or PgMP)
Strong leadership skills and extensive experience in communicating with senior Government personnel, including agency executives.
Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.
Experience with both establishing and running both Technical as well as Business services (HR, Finance, Acquisition etc.)
Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)
Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
Up to 10% travel may be required
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.