[Hiring] IT Service Management Lead @Peraton

Role Description

As an IT Service Management Lead supporting the DHA Global Service Center, you will be responsible for supporting the delivery of programs, projects, and managed services related to the JOMIS mission. Your day-to-day activities will include:

• Coordinating projects through schedule management.
• Leading contact center support teams and shared service coordination.
• Developing and maintaining relationships with key stakeholders and sponsors.
• Taking ownership of service issues within the key stakeholder scope of service delivery.
• Sharing expertise and providing guidance on complex service management issues.
• Analyzing recurring challenges and contributing to the development of effective solutions.
• Collaborating with cross-functional teams to enhance service processes and improve overall efficiency.
• Contributing to the continuous improvement of service delivery standards and practices.

Specific responsibilities include:

• Capturing and documenting business needs from key GSC stakeholders through interviews and meetings to define project scope and objectives.
• Analyzing data to identify trends, insights, and performance indicators (KPIs), and creating reports and dashboards to present findings to stakeholders.
• Mapping existing service management processes, identifying inefficiencies, and proposing solutions and strategies to optimize operations and streamline workflows.
• Translating business requirements into functional specifications, system diagrams, and use cases for technical teams to implement.
• Acting as a liaison between key stakeholders and GSC support teams, communicating project status, service issues, and solutions clearly and effectively.
• Assisting with project planning, monitoring progress, and ensuring that solutions align with business requirements and are delivered on time.
• Validating inbound/outbound service delivery flows to ensure customers reach the correct queue or agent for the fastest resolution of their issues.
• Maintaining key stakeholder documentation, knowledge base articles, and service configurations.

Qualifications

• Must be a US Citizen.
• Active Secret Clearance.
• Primary work locations in San Antonio, TX or Falls Church, VA. Remote work may be considered in special cases when approved by the customer.
• Minimum 6+ years of overall experience in call center service management.

Requirements

• Bachelor’s degree in an IT or math related field/or equivalent experience (preferred).
• Current active IAT II certification (Security+) to comply with DoD 8570 and DoD 8140.03 (preferred).
• ITIL4 Foundations certification (preferred).
• Experience working within Military Health environments (preferred).
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system (preferred).

Benefits

• Target Salary Range: $104,000 - $166,000.
• Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations.
• Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Company Description

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.

• Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace.
• The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces.
• Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers.