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Assist multiple service delivery managers in providing Cross Functional Services oversight of the IT infrastructure managed services contract.
Looking for someone who can lead the Cross Functional efforts for VITA. This will need to be a seasoned IT professional with in0depth ITIL experience.
• 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 | 4 | 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 |
Leadership experience | Required | 1 | Years |
