Service Manager

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 is accountable for defining, maintaining and executing processes that improve operational efficiency
• Ensures services are defined and continuous service processes work in practice, 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
• Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions
• Develops and deliver service operations documentation
• Reviews process changes with internal board and submit them through the ITSM tool
• Escalates issues regarding service management process workflows
• Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication
• Monitors project lifecycle workflows and submit tickets to resolve errors
• Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations
• Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training
• Creates/improves complex workflows and processes of repeatable tasks
• Understands business capabilities of tools
• Drives initiatives for new methods and obtain buy-in from stakeholders
• Takes accountability for the quality of requirements and business process development and implementation
• Conducts quality management reviews to ensure compliance standards are met
• Works with integrators and developers to seek out solutions to improve productivity and performance metrics
• Creates Weekly, Daily and Monthly reports and manage task deadlines

Additional required qualifications include:

Required Skills, Experience, and Education:   Candidate must have a high school diploma and 5 years of experience, an associate’s degree and 3 years of experience or a bachelor’s degree and one year of experience.

Additional required qualifications include:

• Familiarity of ITIL processes
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation
• Develop user stories to provide justification for requirements solutions
• Ability to execute tasks quickly and efficiently
• Intermediate Confluence and MS Visio experience
• Ability to collaborate with teams, facilitate technical discussions and business requirements

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

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 over 35 years.

IMG Benefits:

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

IMG 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.