Yesterday
Secret
Senior Level Career (10+ yrs experience)
$155,000
No Traveling
IT - Support
Andrews AFB, MD (On-Site/Office)
Service Transition Manager
Country Intelligence Group is seeking a full-time Service Transition Manager to support operations at Andrews Air Force Base. This role is key to ensuring the smooth transition of IT services into operational environments by coordinating across technical, user experience, and service management teams. Responsibilities include facilitating stakeholder meetings, analyzing service readiness, contributing to continuous process improvement, and supporting the development and maintenance of the AFNCR ITS Service Catalog. This position also plays a role in enhancing service quality through collaboration with quality assurance teams and higher-level Air Force organizations, while supporting customer-facing initiatives to improve service fulfillment and end-user experience. The ideal candidate will bring strong organizational and communication skills, experience with IT service management (ITSM) platforms such as Remedy or ServiceNow, and a background in quality assurance or process improvement.
Tasks Performed:
• Engage with project managers to ensure proper transition of all IT services to operations.
• Analyze each service in the service delivery pipeline to ensure all operational work centers are capable of supporting and sustaining the new service.
• Conduct transition to operations meetings with all stakeholders.
• Advise program offices, service delivery managers, and project managers on necessary steps to transition services to operations.
• Work with user experience managers to ensure all necessary advertising is done in advance of the service being delivered.
• Ensure continuous process improvement of the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently to meet stakeholder desired mission end state.
• Collaborate across the program in support of an overarching quality management function across all teams and work centers to include managed print services.
• Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
• Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
• Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
• Assist the contract UX Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
• Support special projects aimed at enhancing or improving service delivery and customer experience.
• Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
• Assist UX Manager in the development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
• Assist the development and execution of the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
• Assist the development and execution of the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.
Education, Experience and Qualifications:
• Bachelor’s degree with 8 – 12 years of prior relevant experience.
• Master’s degree with 6 – 10 years of prior relevant experience.
• Strong organizational skills.
• Excellent written and oral communications skills.
• Two years of experience in quality assurance and/or process improvement. (Preferred)
• Exposure to BMC Remedy and its Digital Workplace Catalog. (Preferred)
• Prior experience working in the National Capital Region. (Preferred)
• Prior experience developing/maintaining a Service Catalog. (Preferred)
• Familiarity with the Headquarters Air Force staff organization. (Preferred)
• Experience with Service Now with Service Now/Remedy migration a plus. (Preferred)
• One or more of the following within 6 months after starting: (Preferred)
o Continuous Process Improvement certification or executive course.
o Information Technology Infrastructure Library (ITIL) Foundations certification.
o Project Management Professional certification.
Other Job Requirements:
• Minimum active DoD Secret security clearance.
• U.S. Citizenship, and successful background check.
• Location: Andrews AFB, MD.
Salary and Benefits:
• $155K-$165K/Year
• 401K
• Health Insurance
• Dental Insurance
• Basic Life Insurance
Country Intelligence Group is seeking a full-time Service Transition Manager to support operations at Andrews Air Force Base. This role is key to ensuring the smooth transition of IT services into operational environments by coordinating across technical, user experience, and service management teams. Responsibilities include facilitating stakeholder meetings, analyzing service readiness, contributing to continuous process improvement, and supporting the development and maintenance of the AFNCR ITS Service Catalog. This position also plays a role in enhancing service quality through collaboration with quality assurance teams and higher-level Air Force organizations, while supporting customer-facing initiatives to improve service fulfillment and end-user experience. The ideal candidate will bring strong organizational and communication skills, experience with IT service management (ITSM) platforms such as Remedy or ServiceNow, and a background in quality assurance or process improvement.
Tasks Performed:
• Engage with project managers to ensure proper transition of all IT services to operations.
• Analyze each service in the service delivery pipeline to ensure all operational work centers are capable of supporting and sustaining the new service.
• Conduct transition to operations meetings with all stakeholders.
• Advise program offices, service delivery managers, and project managers on necessary steps to transition services to operations.
• Work with user experience managers to ensure all necessary advertising is done in advance of the service being delivered.
• Ensure continuous process improvement of the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently to meet stakeholder desired mission end state.
• Collaborate across the program in support of an overarching quality management function across all teams and work centers to include managed print services.
• Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
• Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
• Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
• Assist the contract UX Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
• Support special projects aimed at enhancing or improving service delivery and customer experience.
• Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
• Assist UX Manager in the development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
• Assist the development and execution of the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
• Assist the development and execution of the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.
Education, Experience and Qualifications:
• Bachelor’s degree with 8 – 12 years of prior relevant experience.
• Master’s degree with 6 – 10 years of prior relevant experience.
• Strong organizational skills.
• Excellent written and oral communications skills.
• Two years of experience in quality assurance and/or process improvement. (Preferred)
• Exposure to BMC Remedy and its Digital Workplace Catalog. (Preferred)
• Prior experience working in the National Capital Region. (Preferred)
• Prior experience developing/maintaining a Service Catalog. (Preferred)
• Familiarity with the Headquarters Air Force staff organization. (Preferred)
• Experience with Service Now with Service Now/Remedy migration a plus. (Preferred)
• One or more of the following within 6 months after starting: (Preferred)
o Continuous Process Improvement certification or executive course.
o Information Technology Infrastructure Library (ITIL) Foundations certification.
o Project Management Professional certification.
Other Job Requirements:
• Minimum active DoD Secret security clearance.
• U.S. Citizenship, and successful background check.
• Location: Andrews AFB, MD.
Salary and Benefits:
• $155K-$165K/Year
• 401K
• Health Insurance
• Dental Insurance
• Basic Life Insurance
group id: 91157172
