The SDM will be responsible for delivery and ownership of holistic customer service offerings. This role will ensure that policies and processes are in place to deliver consistent, efficient, and effective services and is responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience. This position will be responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.

• Lead DIGIT IT Service Management (ITSM) practice managers ensuring each practice is operational and supports the customers' business objectives and DIGIT's service management objectives.
• Strategically and tactically manage several teams including performance requirements, enterprise dashboards, continuous service improvement, customer engagement, and knowledge management teams
• Work with key stakeholders to ensure that policies and processes are in place to deliver consistent, efficient, and effective services
• Work with teams to improve, optimize, standardize, and streamline customer support processes that enhance the customer experience
• Emphasize ITIL v4 best practices to improve service delivery and transition to self-help formats of delivery that reduce the frequency and quantity of human interactions
• Responsible for the implementation and development of continual service improvement.
• Coordinate with the DIGIT Service Management Office (SMO) ensuring that each practice has documented strategies and objectives that align to the organizations.
• Ensure contract deadlines and deliverables are met according to the deliverable timelines.
• Ensure that teams are trained to implement effective practices according to the latest industry standards.
• Lead practice transformation to align with ITIL v4 and Scaled Agile methods.
• Ensure each practice is integrated across DIGIT and with the customer and that each practice meets SLA and measurement standards.
• Suggest ideas to reduce costs in IT and business leadership.
• Perform related work as required.

Minimum Qualifications

• Bachelor's Degree in Computer Science, or equivalent and relevant experience.
• Certifications:
  • ITIL Foundation v4 Foundation Certification
• 12+ years in an IT Operational Role
• 10+ Years in a leadership position that aligns to the Capability aligning too.
• 5+ years in a leadership role supporting a Federal Client (includes being a supervisor or team lead) or equivalent.
• Should have experience overseeing large teams
• Demonstrates progressive leadership responsibilities.
• Experience with ServiceNow.
• Experience managing cross-functional teams and collaborating with internal and external stakeholders.
• Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Recent experience with developing and managing a customer-focused continuous improvement program.
• Contributes to deliverables and performance metrics where applicable.
• Performs work that requires practical experience and training while under supervision.

Other Job Specific Skills

• Scaled Agile Framework (SAFe)certification
• Help Desk Institute Support Center Manager (HDI-SCM) Certification.
• Completed one or more modules toward the ITIL v4 Strategic Leader (ITIL 4 SL) certification
• Active PMI-Agile Certified Practitioner (PMI-ACP) or the Project Management Professional (PMP) certification.
• Recent experience implementing, managing, and modernizing successful self-help/self-heal services.
• Successful management experience in developing, mentoring, managing, and growing a team with high emotional intelligence, highly influential, patient, and inclusive attitude.
• Proven ability to work independently and on own initiative.
• Excellent oral and written communication skills are crucial, as well as the ability to think clearly & analyze quantitatively.
• Detail oriented, and ability to meet, and exceed, quality standards.
• Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail given project milestones.
• Excellent planning, organizational, communication and time management skills.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.