Incident & Request Management Practices Manager

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

DESCRIPTION:

The Incident & Request Management Practices Manager is responsible for driving the development, execution, and improvement of customer-approved strategies, policies, and practices encompassing incident request management for the organization by leveraging the four dimensions of service management as described in the ITIL4 framework (Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes) to meet agreed-upon service level targets derived from agreed-upon key performance indicators (KPI).

Key Responsibilities:

• Manages ITIL process implementation, including Incident, Problem, Change, and Configuration Management in ServiceNow.
• Establishes, documents, and improves processes and procedures related to efficient and effective incident and request management

• Develops KPIs, metrics, and reporting methodologies to measure the performance and improvement of both incident and request management practices
• Works directly with customer practice/process owners and peer practice/process managers to ensure efficient and effective inter-practice inputs, outputs, and relationships in alignment with organizational policies, stakeholder goals, and customer requirements
• Works directly with the service management practices subject matter expert to ensure related activities adhere to customer standards and align with best practice guidance from ITIL v3 and ITIL4 frameworks
• Works directly with and mentoring service management process analysts in the gathering, interpretation, trending, and reporting of related data
• Works directly with organizational leadership, the service desk, and back-office technical support teams to implement, maintain, and improve the execution of incident and request management activities
• Develops and implements a training strategy to ensure organizational proficiency in conducting incident and request management activities
• Provides organizational leadership with actionable guidance, based on analysis of practice-related activities, to make operational, tactical, or strategic decisions
• Prepares and presents periodic reports for organizational leadership, discussing practice performance, significant actions, and practice improvement efforts
• Coordinates with external organizations as needed to support organizational goals

Qualifications:

• 3 years of experience
• Masters degree
• Requires ITIL4 certification and experience with ServiceNow ITSM.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.