Service Manager

Chantilly, VA, 1099, W2

Client has an opening for a Service Manager professional to support the Defense and National Security Sector by providing Workflow Management (WfM).


  • Develop diagrams and documents repeatable process for the program
  • Meet with SMEs, then documents detailed steps for each task activity
  • Act as the Service Manager for the ServiceNow tool and manages & updates the service catalog and develops services requirements packages for standard service offerings
  • Monitor fulfillment, identifies discrepancies or breaks in the workflows that impact service delivery times
  • Submit incidents (INC) for issues and work with SMEs to gather requirements to submit requests for enhancements (ENHC) to the developer team
  • Track INCs and ENHCs to resolution/completion and brief leaders of status
  • Facilitate TEMs with stakeholders
  • Develop workflow process materials for ITSM program
  • Participate in technical exchange meetings, facilitate and perform special projects
  • Facilitate service management sessions with Operations, Engineering SMEs, integrators and developers
  • Perform daily review activities of the SNOW modules/platform and support new releases to ensure request fulfillment integrity
  • Follow customer and company guidelines and policies to produce, validate and improve information accuracy
  • Identify program needs and nominate workflows for development
  • Use ITIL framework methods to produce, maintain and improve technical process materials


  • TS/SCI CI Poly Clearance
  • 5 years of experience that can be a combination of work history and education. This equates to a bachelor’s and 1 years, Associates and 3 years or HS and 5 years.
  • Understanding of ITSM processes
  • Experience and knowledge supporting technical program
  • Able to develop presentations and propose ideas effectively to varying levels of technical expertise
  • Excellent verbal/written communication, collaboration, analytical and presentation skills
  • Ability to be an active participant in the development of strategic initiatives
  • Ability to work independently and with a larger group of engineers
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