We are currently seeking a motivated, career and customer-oriented IT Service Delivery Lead to join our team to begin an exciting and challenging career with SAIC.
Summary: Responsible for leading a small team of IT process owners who monitor and oversea multiple practice areas including knowledge management, service catalog and request management, incident and problem management, issue and risk management, and organizational change management. This candidate has a keen ability to provide IT service management guidance and mentorship to process owners, managers, and stakeholders across an IT Enterprise shared services environment. We are seeking a candidate that can also facilitate business process discussions with customers, map workflows, identify process bottlenecks and potential improvements, collect and analyze process data, and document plans, processes, SOPs, knowledge articles as necessary to implement the designed or re-designed future state process. This leader would also oversee the set up and schedule of process audits. Ideal candidate would additionally possess intermediate skillset in data analytics, data collection, reporting, and presentation, process workflow and automation tools.
Duties: Provide leadership and expertise on continual process improvement strategies, organizational redesign, change initiatives, and performance measures related to business process engagements. Define and develop business processes, policies, roles and responsibilities and metrics. Conducts analysis of business processes, current state analysis, gap analysis, benchmarking, best practice identification, organizational assessment, and other related tasks. Oversee the planning and implementation of process improvements including future state design and transition planning. Interface with all areas of the program including customer, technological, and customer services. Ability to step in as an IT service management product owner, providing prioritization recommendations of ITSM system upgrades, customization, and configuration requests (i.e. Remedy/ServiceNow/Cherwell) across multiple ITIL practice areas. Liaison with the quality team to support the development and maintenance of quality programs, systems, processes and procedures that ensure compliance with policies and that the performance and quality of services conform to established standards and agency guidelines.
Education and Training Requirements: 9 years business process analysis experience. At least 2 years supporting IT Operations. At least 2 years in a leadership role. Bachelor's degree in Business, Communications, or IT related area preferred. 3 additional years of IT related experience if no degree attainment. Ideal candidate would possess advanced business process, facilitation, lean six sigma, quality standards (i.e. ISO 9001/CMMI) and/or ITIL related certification and/or training. ITIL Foundations certification required. ITIL Expert or Managing Professional certification preferred. Must be fully aware of IT project lifecycle and familiarity with agile methods. DevOps Foundations training also preferred.
Knowledge and Skills Requirements: Highly motivated, self-directed and responsible. Effective people manager, communicator, presenter, relationship builder, and technical writer. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices. Identify concept solutions and work with cross-functional resources to analyze program information, quality check artifacts, and deliver agreed to client requirements on time. Ability to understand and comprehend technical conversations, ask appropriate questions to uncover gaps and bottlenecks, and lay out logical ordering of steps to achieve smooth resolution or closure of process redesign, service improvement initiatives or corrective actions. Ability to document and/or quality check operational processes, procedures, knowledge, and client deliverables. Direct and delegate tasks to process analysts and other cross functional resources. Confidently express recommendations to senior client staff.
US Citizen or Green Card Holder. Ability to attain a Public Trust clearance. Position may be open to remote location and telework flexibility.
SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions.
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