talentwerx.io - EXPANSIA - E01-L03 Information Technology Manager V
Requirements
• Clearance: Active Secret Clearance Education and Years of Experience: Bachelor’s degree in Information Technology, Business Administration, or a related field and a minimum of 12 years of experience, or a Master’s with 10 years of experience. • Experience implementing and supporting ITSM frameworks and best practices, including ITIL • Experience with ServiceNow or other IT Service Management platforms • Strong understanding of cloud environments, service delivery models, and operational support processes • Demonstrated ability to lead cross-functional teams and collaborate with Government, technical, and business stakeholders • Strong communication, interpersonal, and stakeholder‑management capabilities • Current DoD 8570 / 8140 IAT Level II certification • One or more cloud certifications (AWS, Azure, Google Cloud, or equivalent) required • ITIL Foundation, Practitioner, Managing Professional, or equivalent certification. • Experience supporting Department of Defense (DoD), U.S. Air Force, or Federal Government programs. • Experience with Cloud One, Platform One, or large-scale enterprise cloud environments. • Experience developing service blueprints, customer journey maps, and service improvement strategies. • Experience establishing and monitoring KPIs, SLAs, and service performance metrics. • Experience facilitating stakeholder workshops, customer engagement sessions, and process improvement initiatives. • Knowledge of cloud operations, DevSecOps, Agile methodologies, and digital transformation initiatives. • Experience leading organizational change management and continuous service improvement efforts. • Familiarity with multi-cloud environments including AWS, Azure, and Google Cloud Platform
Responsibilities
• Develop and maintain service blueprints, customer journey maps, and service ecosystem models to improve end-to-end service delivery. • Lead human-centered design activities, including stakeholder interviews, workshops, surveys, and service assessments to identify improvement opportunities. • Advise Government stakeholders on service design strategies, roadmaps, and adoption of customer-focused service management practices. • Identify and address complex operational, technical, and policy-related challenges through innovative service design solutions. • Lead the planning, design, implementation, and continuous improvement of IT services supporting the Cloud One ACSS program. • Collaborate with Government customers and cross-functional teams to ensure services align with mission requirements, business objectives, and user needs. • Develop and maintain service delivery processes, workflows, and documentation using IT Service Management (ITSM) best practices. • Facilitate stakeholder engagement sessions, service reviews, and process improvement initiatives to enhance customer experience and operational performance. • Establish and monitor service performance metrics, KPIs, SLAs, and customer satisfaction measures to drive continuous improvement. • Coordinate with engineering, operations, cybersecurity, and support teams to identify and resolve service delivery challenges. • Support governance, change management, incident management, problem management, and continual service improvement activities. • Analyze operational data and customer feedback to identify trends, risks, and opportunities for service optimization. • Provide leadership and guidance on service management strategies, policies, and procedures. • Prepare and present service performance reports, recommendations, and strategic insights to program and Government leadership. • Ensure compliance with contractual requirements, security policies, and organizational standards. • Support Cloud One modernization initiatives and the adoption of new technologies, processes, and capabilities. • Ensure 100% of planned hours are worked and recorded • Identify and forward to leadership opportunities that could lead to growth within your work area • Participate in growth efforts as requested • Ensure all contractual deliverables are met or exceeded to the customer’s satisfaction • Complete personal PDP and attend Staff Meeting and Storytime (with camera on) • Build productive and positive professional relationships with clients within your program • Execute all contract requirements as assigned in accordance with the contract‑specific LCAT and requirements • Perform other related duties as assigned
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