IT Service Manager (ITSM) job Falls Church Virginia
IT Service Manager (ITSM) job Falls Church Virginia
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IT Service Manager (ITSM) Job

Employer Name: SpiderID: 8930600
Location: Falls Church, Virginia Date Posted: 9/9/2019
Wage: Negotiable Category: Civil Service/Government/Postal
Job Code: 2019-44014

Job Description:

  • Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

    * Employment is contingent upon contract award *

  • This highly visible position manages Agile projects to deliver a specific product or transformation via a multidisciplinary, high-skilled digital team.

    Essential Job Duties:

    • Provide approval, guidance, and innovation on changes to the service operations, service transition, and service continuity processes and standards

    • Define and implement process metrics that drive measurable and quantifiable performance and compliance through reports, key performance indicators (KPIs), metrics packages and related information for IT leadership and senior management

    • Oversee and communicate the IT service delivery model. The service delivery model covers the aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators and flexible delivery capacity requirements

    • Defines project delivery needs and feeds these into the portfolio/program process to enable resources to be appropriately allocated

    • Accountable for the quality of service metric reporting by matrix-managed resources, and sharing metrics with other IT and business managers to improve these metrics

    • Works closely with IT financial support to establish service costs per IT service delivery model

    • Responsible for data retrieval, trends, analysis and the generation of future service delivery metric reports to support industry service quality and cost benchmark

    • Develop strategic implementation plan and on-boarding procedures to enable standardized ITSM capabilities to scale enterprise wide

    • Maintain up-to-date information and recommendations on related best practices, tool, and technologies and actively drive enhancements, adoption, and implementation

    • Oversee generating and reporting of all metrics/dashboards/reports; coordinate the resource demand for all related activities; establish cadence to communicate (verbal and written) with business, development, and senior management on progress and outcomes

    • Collaborate with key business and technical stakeholders to summarize progress and objectives

    • Act as ITSM process advocate and respond to questions pertaining to the core processes

    • Responsible for establishing and building relationships with support teams, service providers and market leads

    Education and Experience Requirements:

    • Bachelor's degree from an accredited college or university with a field of study in Business/IT preferred; experience can be substituted for education

    • Minimum 10 years of experience in the IT Service Management field required

    • Five (5) years of program / project management experience required

    • Adept at delivering complex digital projects and breaking down team barriers

    • Strong understanding of the ITIL framework, IT strategy and transformation pertaining to IT Service Management (ITSM) and ITIL v3 industry practices

    • Experience leading ITSM engagements and project teams specializing in the design and implementation of ITSM processes

    • ITIL v3 2011 Foundations Certification preferred (ITIL Expert Certification preferred)

    • Proven ability to drive outstanding performance and gain commitment through developing, coaching, motivating, energizing and inspiring team members

    • Excellent organizational, written and verbal communication skills

    • PMP Certification desired

    • Professional presence and a positive disposition

A committed and diverse workforce is our most important resource.

MAXIMUS is and Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Maximus, Inc. Company Type:
Company: Maximus, Inc.

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