What are the responsibilities and job description for the Service Manager with Security Clearance position at Dexian Signature Federal?
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 Requirements :
Required Clearance : TS / SCI with CI Poly 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. Required Qualifications :
