ITSM Program Manager

HumanTouch, LLC is seeking an ITSM Program Manager to evaluate and manage service delivery processes and system standards ensuring compliance with organizational standards and governmental regulatory requirements. Responsibilities include:
- Work with Work Area service delivery POCs to seamlessly design, integrate, and implement service delivery practices to support achievement of program and customer goals and objectives.
- Identify and manage risks; develop and manage mitigation strategies.
- Identify and execute process and program improvements.
- Provide technical/management leadership on major tasks or technology assignments.
- Maintain responsibility for the ownership and resolution of programmatic Service Management issues which arise in connection with ITSM services.
- Conduct Customer Relationship surveys; assess results; and brief program and corporate management.
- Ensure alignment of ITSM solutions to contract and Customer business needs.
- Create and maintain the service catalog descriptions of existing services offered.
- Ensure appropriate SLAs are in place to support any new services.
- Act as primary liaison to other IT contracts supporting the customer.
- Analyze and review actual service performance against SLAs.
- Provide regular reports on programmatic and inter-contract performance and achievement to the Program Manager and the Customer.
- Develop and implement procedures and plans for assuring service delivery standards in a network services environment which supports complex, secure networks.
- Evaluate and recommend changes and/or technology upgrades to address performance, standardization and industry best practices.
- Manage business and technical aspects and personnel supporting Service Delivery processes for network projects and services, such as engineering studies, network operations and systems development for all project and services life cycle phases.
- Ensure compliance with all customer project engineering and management processes and procedures, and Government policies.
- Represent contract in recurring customer meetings.
- Represent customer requirements in technical exchanges with other government agencies


Education/Certification Requirements

- Bachelor’s degree in Business, Computer Science or related field
- ITIL v3 Foundations


Experience Requirements

- 16+ years related Service Delivery experience in IT, tools, and techniques
- 4+ years experience with large-scale enterprise/global networks in a high paced diverse environment

- Security Clearance: Secret

- Ability to work independently with little direction and guidance
- Demonstrated understanding of all elements of PMBOK and IT delivery life cycles,
- Experience working on unusually complicated problems and providing solutions that are highly creative and ingenious, exhibiting ingenuity, creativity, and resourcefulness
- Ability to act independently to expose and resolve problems
- Excellent interpersonal skills; able to rapidly develop positive customer and team relationships
- Ability to work weekends and evening hours as needed
- Excellent writing and communication skills, including the ability to develop analytical documents and present oral presentations to senior/executive management
- Proficient is MS Office suite – Visio, Word, Excel, PowerPoint, and Project