THIS POSITION IS NOT YET FUNDED. GDIT has a future opportunity for a Service Transition 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 Transition Manager will be a key player in the Service Management Office (SMO) and will be responsible for leading service transition that includes transitioning of new or updated services to operations as well as overseeing the design and construction of these services. They will also support the Service Design Manager in service portfolio management and work with service and business owners in identifying new services, and in replacing and decommissioning ongoing services, as necessary. A critical piece of this role is the technical management of the development team(s) in the construction of new services.
Responsibilities and Duties:
Responsible for the ITIL Service Transition stage of the service lifecycle
Project management of all transition related activities from project initiation through closeout
Responsible for overseeing the implementation of new or updated services that includes technology development, knowledge base development and training development for Level 1, 2 and 3 customer service representatives
Lead an Agile Scrum Team for implementing changes required to ServiceNow and Robotic Process Automation (RPA) tools to support new services
Lead a small team of knowledge analysts, instructional designers and trainers
Support the Service Design Manager in driving proactive ideation and demand generation of new services and existing service enhancements
Support the Service Quality Manager in actively participating and driving Continual Service Improvement (CSI)
Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators
Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science (Master’s Degree Preferred)
Five or more years of project management experience
Agile experience leading at least one Agile Scrum Team either as a Project Manager or a Scrum Master
Familiarity with running and operating an IT Service Desk
Certified Project Management Professional Certification (PMP or PgMP)
Strong leadership skills and experience in communicating with senior Government personnel, including agency executives.
Certified ITIL® Foundation Level Certification
Experience in Service Desk management
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.