Senior ITSM SME Mantech International Corporation
Bethesda, MD

Job Description

Secure our Nation, Ignite your Future

ManTech is working to define a holistic set of customized ITIL services for enterprise cloud, data center, and field hosting; network deployment; and unified communications engineering and operations (excluding Tier1/ServiceDesk and Tier 2/NOC). These customized ITIL services need to fit and enhance the various Lean, Agile, and DevOps work methods already in use by our client organizations. We are looking for a Senior ITSM SME with ITIL Expert Certification to independently lead the elicitation, definition, validation, and continual improvement of the above-mentioned custom enterprise infrastructure ITIL service portfolio. This position requires substantial operational experience in the development of the full service portfolio of enterprise infrastructure engineering and operations ITIL services for large organizations (excluding Tier1/ServiceDesk and Tier 2/NOC). Candidate selection requirements include demonstrated personal experience in the development of the service definition, service design package, service level agreements, and operational level agreements, as well as the supporting end-to-end management automation, for engineering and operations enterprise services. This also will encompass substantial experience with the leading of collaborative facilitation meetings and coaching/training sessions with cross-functional teams made up of government managers and the counterpart ManTech staff. The right candidate will need to be able to quickly embrace the client mission, be a forward thinking technologist, and have the ability to creatively think out of the box to produce high-value holistic ITIL services.

Our business objectives are multi-pronged and include positioning of ManTech Homeland Security Division organizations for successful recompetition and growth (inside and outside DHS) by infusing "innovative thinking" continually improving service performance, and customer satisfaction.

Position duties include but are not limited to:

* Plan, organize, lead, define, and implement customized ITIL service portfolios, and associated end-to-end management automation, for enterprise engineering and operations for a Lean/Agile/DevOps environment with high quality, speed, and cost efficiency (excluding Tier1/ServiceDesk and Tier 2/NOC).
* Use, customization, and integration of Confluence, Jira, and ServiceNow in support of the above duties.
* Plan and lead the consulting, coaching, and training session needed to support the definition, implementation, use, and improvement of enterprise ITIL services.
* Create roadmaps for the ITIL support initiatives, including prioritization, schedule and resource estimation, dependencies.
* Define scope, goals, and deliverables to support the Stakeholders and Sponsors ITIL requirements.
* Identify and mitigate Risk and Issues for the ITIL support services initiatives. Lead and communicate high severity items in a timely manner to resolution.
* Develop clear, correct, and complete status and SLA reports using Word and Excel; provide regular status updates to relevant business and IT stakeholders; maintain continuous communication and transparency.
* Effectively communicate with senior Government leadership.
* Develop and maintain positive collaborative working relationships with ManTech team members throughout the Homeland Security Division.
* Effectively communicate and interact with counterpart and senior ManTech leadership.
* Ensure that deliverables, artifacts, and repositories meet governance and security standards, and also are audit-ready.

The selected team member will exhibit the following leadership characteristics:

* Business driven & results oriented
* Outstanding attention to detail
* Displays self-awareness
* Good active listener
* Expresses self well
* Manages conflict skillfully
* Acts with empathy and respect
* Able to perform as a servant leader and develop others
* Engages role with self-confidence
* Possesses good emotional intelligence
* Acts as a catalyst for change
* Maintains optimism
* Is adaptable and agile
* Engages others appropriately to keep them focused and high performing

Position Qualifications:

* Bachelor's degree in Computer Science or Engineering.
* ITIL Expert Certification
* 15 years of experience in the successful planning, implementation, operations, and management of IT infrastructure services
* 10 years of ITSM experience in the operational implementation of custom ITIL services for large IT Engineering and Operations organizations (excluding Tier1/ServiceDesk and Tier 2/NOC), to include the development and improvement of custom ITIL Service Portfolios, planning & execution of facilitation sessions for of service portfolio, and the coaching and training of organizations for the successful, permanent adoption of ITIL services and principles.
* Experience with the customization and integration of Jira, Confluence, and ServiceNow for automating the management of ITIL services.
* Experience managing network, data center and SaaS & PaaS cloud infrastructure in Agile and DevOps environments.
* Ability to independently lead and collaborate with cross-functional teams to successfully create, design, implement, and improve custom ITIL services.
* Ability to clearly and concisely provide written and oral project status updates to senior government and ManTech clients.
* Advanced level knowledge of Microsoft Excel, PowerPoint, Word, Visio, and Project.
* ITIL 4 Foundation and/or Agile certifications is a plus.

Other:

Clearance Requirements - US Citizen with the ability to obtain Public Trust and complete DHS Security Clearance; Ability to obtain DHS EOD suitability or Current DHS EOD highly preferred.

Initial Location - Bethesda, MD

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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