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Assist multiple service delivery managers in providing Cross Functional Services oversight of the IT infrastructure managed services contract.
• Manage Service Level Agreement Oversight Process
• Manage RU Oversight Process
• Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
• Review service level agreement results
• Review vendor invoices
• Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
• Oversee Incident RCA Process
• Oversee Change Management Process
• Oversee Problem Management Process
What knowledge, skills, abilities, experiences, certifications are needed for this position?
• Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment
• Knowledge and experience with utilizing the ITIL framework
• Knowledge and experience with IT Infrastructure Oversight
• Skilled in oral and written communication as it pertains to interpreting technical information and business needs.
• Demonstrated ability to work with management, customers, and vendors to resolve problems.
• B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)
• Advanced ITIL certification or equivalent proven knowledge and experience
• Experience in State/Agency is a plus
Skill | Required / Desired | Amount | of Experience |
Best practices in service management including contract and vendor management in and IT outsourcing or shared service environment | Required | 4 | Years |
Experience utilizing ITIL | Required | 2 | Years |
Experience with IT Infrastructure Oversight | Required | 4 | Years |
strong oral and written communication - must be able to interpret technical information and business needs | Required | 4 | Years |
strong customer service skills across management, customers, vendors | Required | 4 | Years |
ITIL certification | Highly desired | 1 | Years |
CoVA state/agency experience | Highly desired | 2 | Years |
