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Assist multiple service delivery managers in navigating the Service Lifecycle Management Process by being the POC for all SLM activities in Technology Services.
• Serve as primary SME for SLM process activities for the Technology Services group.
• Solicit input from service leads necessary to complete service lifecycle process and ensure that gates are cleared.
• Ensure that the IT Service Catalog is kept up to date for all Technology Services service offerings.
• Ensure comms plans are developed and approved for all new services, service changes, and service impacting projects.
• Ensure service QA/QC activities are conducted and results are acted upon.
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 |
