General Dynamics Information Technology IT Service Level Manager – Telework in Falls Church, Virginia

Job Description

General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.

Ability to work anywhere in the USA, this is a telework position. Onsite support will be required as requested by customer.

The IT Service Level Manager serves in a critical and important capacity to facilitate customer satisfaction and program success .

The IT Service Level Manager performs the following:

  • Oversees and manages IT service management processes to ensure that all services/products are delivered according to negotiated and agreed to targets.

  • Monitors and reports on service/operational levels and performs regular customer/service providers/vendor reviews

  • Collaborates with the Federal Agency’s point of contacts to ensure client satisfaction

  • Reviews status of overall service/operational level achievement; manages schedules and prepares routine status reports.

  • Prepares, analyzes, maintains and presents program deliverables pertaining to performance metrics including associated incentives and disincentives.

  • Gathers relevant information required for accurately assessing service/operational level performance

  • Assesses performance issues, performs root cause analyses, and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives

  • Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients

  • Guides and recommends process improvement ideas/suggestions to program leadership to facilitate continuous program performance excellence

  • Working knowledge and understanding of performance incentive/disincentive management

  • Maintains current knowledge of relevant technologies and subject areas

  • Participates in special projects as required

Education

Bachelor's Degree in Computer Science or a related technical discipline.

Qualifications

1) 6 – 8 years of IT Operations/IT Service Delivery Management experience

2) 4 – 6 years of experience as a SLA Manager

3) Certification – ITILv3 Foundation or higher

4) Significant hands-on experience interpreting KPIs, SLAs and OLAs, understanding their measurement and threshold criteria as well as reporting requirements

5) Significant hands-on experience with enterprise IT dashboarding

6) Working knowledge of BMC Remedy and other ITSM Tool Suites

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.

Requisition ID2018-46463

of Openings1

Job FunctionProgram Management

Security Clearance LevelNone

Full/Part TimeFull Time