ITSM Process Engineer, Senior - Military veterans preferred

ManTech (


  full-time   employee   contract

Annapolis Junction
United States

ManTech International seeks qualified candidates for an ITSM Process Manager, Senior Level to support a large-scale Federal Agency program critical to our nation's safety. The selected candidate will serve as an ITSM Enterprise Process Manager overseeing the integration of ITIL full life cycle processes, modules and workflows to achieve and improve performance objectives to build and maintain a robust Enterprise ITSM environment in a large IaaS and PaaS contract. Using IT Service Management concepts and ITIL processes full life cycle, this individual will:

  • Coordinate and perform assessments utilizing analytical skills to understand client environments and associated ITIL/ITSM improvement opportunities
  • Accountable for the overall success of the project as measured by meeting goals
  • Develops, gains approval for, and communicates the overall project’s goals, practices and business deliverables
  • Regularly prepares and delivers overall project communication to relay progress and issues to stakeholders
  • Manages expectations
  • Formally manages scope change process and updates the program plan as necessary
  • Formally manages issues and resolves conflicts
  • Creates the detailed plan for the team
  • Manages day to day project activities and tracks progress
  • Provides regular feedback to stakeholders on delivery versus expectation
  • Accountable for the commitment to timeliness and quality of assigned deliverables
  • Communicates ITSM process controls and compliance policies to staff and stakeholders
  • Presents ITSM controls and compliance options and recommendation to government owners
  • Ensures the success and quality of ITSM processes by working closely with cross-functional organizational units
  • Performs continual verification, quality assurance and testing of controls on ITSM processes and procedures
  • Ensures resources are allocated to the process
  • Monitors the KPIs and management metrics and provides reports to government ITSM process owners