Service Delivery Manager with TS/SCI/CI Poly

IMG has an opening for a Service Manager professional to support the Defense and National Security Sector.

The job duties of the Service Manager are as follows: 

The Service Manager diagrams and documents repeatable processes for a technical program.  Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity.  Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items.  Monitors service fulfillment: identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution. Performs version-controlled updates and document tracking.  

• Collaborate with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication
• Monitor project lifecycle workflows and submit tickets to resolve errors
• Create/update complex workflows and process documents of repeatable tasks and disseminate to program teams via training
• Manage and track the DMND and ENHC process for all service delivery requirements and complete escalations when needed
• Conduct quality review of documents and tickets to ensure compliance standards are met
• Work with integrators and developers to seek out solutions to improve productivity and performance metrics
• Create Weekly, Daily and Monthly reports and manage task deadlines

Required Clearance:  Active TS/SCI, with CI Poly.

Required Skills, Experience, and Education: Candidate must have 5 years of experience that can be a combination of work history and education.  This equates to a bachelor's and 1 years, Associates and 3 years or HS and 5 years.

• Familiarity of ITIL processes
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation
• Ability to execute tasks quickly and efficiently
• Expertise in or desire to learn Confluence and MS Visio
• Ability to collaborate with teams, facilitate technical discussions and work independently
• Use various program resources to answer questions and recommend solutions

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for more than 35 years.Information Management Group, Inc. is an equal opportunity 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.