Location: Amarillo, TX - Pantex Plant
Job Title: IT Service Management Operations Manager
Career Level From: Manager
Career Level To: Manager
Organization: IT Service Management (51431936)
Job Specialty: End-User-Support
What You'll Do
As an Information Technology (IT) Service Management (ITSM) Operations Manager, you will be responsible for overseeing and optimizing the delivery of IT services across our Field Support and Service Desk functions. This critical role ensures seamless IT operations, drives high customer satisfaction, and fosters continuous improvement in our service delivery frameworks. You will leverage your expertise to enhance our operational efficiency and maintain robust IT support landscapes.
- Direct the monitoring and management of IT service delivery performance, ensuring strict adherence to Service Level Agreements (SLAs).
- Coordinate and guide IT support teams for efficient incident and request resolution across both field and service desk operations.
- Maintain consistent communication with clients and stakeholders, providing timely updates and gathering essential feedback to enhance service quality.
- Proactively identify opportunities and lead the implementation of process improvements to elevate service efficiency and effectiveness.
- Oversee and manage the resolution of escalated service issues, ensuring timely action and appropriate communication.
- Conduct regular service review meetings with clients and internal teams. Prepare and distribute comprehensive performance reports, utilizing metric analysis to pinpoint trends and areas for enhancement.
- Develop and maintain thorough documentation of IT service delivery processes and procedures.
- Collaborate effectively with other IT departments to ensure seamless service integration and alignment.
- Collaborate on establishing and evolving frameworks for the deployment and maintenance of IT infrastructure and applications, ensuring they actively support our strategic service delivery objectives.
- Coordinate the development and implementation of comprehensive training and development programs for IT support staff, fostering continuous skill enhancement and alignment with organizational needs and emerging technologies.
- Work closely with stakeholders to manage vendor relationships and service contracts, ensuring third-party services are integrated effectively and consistently meet established organizational standards and compliance requirements.
- Champion and facilitate adherence to Information Technology Infrastructure Library Foundation (ITIL) best practices and our evolving service management frameworks across all IT service delivery functions.
- Partner with relevant teams to develop, implement, and periodically review robust disaster recovery and business continuity plans for IT services, enhancing our collective resilience.
- Guide and support thorough root cause analysis processes for recurring issues, fostering a collaborative approach to identifying and implementing effective preventive measures.
- Facilitate and coordinate change management procedures, ensuring all updates and maintenance activities are planned, assessed, and executed to minimize disruption through collaborative effort.
- Manage budget allocation and resource planning for IT service delivery activities.
- Ensure full compliance with security policies and regulations in the delivery of IT services.
- Foster a culture of continuous improvement, collaboration, and customer-centric service delivery within the team.
- Provide leadership and mentorship to team members and new hires, fostering their professional growth and development.
Department of Energy (DOE) 426.2A Requirements
Preferred Job Requirements
- Demonstrated Experience with ITSM Platforms
- Proven Track Record in Process Optimization
- Strong Analytical Capabilities for Data-Driven Insights
- Experience Facilitating IT Governance Forums
- Prior Experience in Cross-Functional Collaboration
- Familiarity with Disaster Recovery and Business Continuity Planning
- Deep Understanding of IT Infrastructure and Application Deployment
- Information Technology Infrastructure Library Foundation (ITIL) Certification (or higher)
#JointheMission: Your Impact Starts Here
At Pantex, you won't just find a job—you’ll discover a career of purpose safeguarding national security through work performed nowhere else on Earth. We empower dedicated, innovative individuals like you to achieve their greatest impact surrounded by exceptional talent and limitless opportunities for professional growth.
When you #JointheMission, you choose a lifetime career where your commitment is genuinely valued and rewarded. At Pantex, we believe that extraordinary talent thrives when supported by a balanced life. Discover the flexibility that empowers you to excel, coupled with a benefits package designed for your total peace of mind from comprehensive health coverage and robust retirement planning, to opportunities for continuous learning through education reimbursement.
Notes
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted, i.e., Senior Associate to Senior Specialist, internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP). If HRP is required, candidate must complete a counterintelligence-scope polygraph, pursuant to 10 Code of Federal Regulations (CFR) 709. Medical requirements may apply.
Pantex is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation. As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to random selection for drug testing without advance notification.
Pantex is an equal opportunity employer, and does not tolerate discrimination in the terms and conditions of employment on the basis of race, color, sex, sexual orientation, pregnancy, age, religion, national origin, ancestry, genetic information, disability, veteran status, or other characteristic protected by law. Such terms and conditions of employment include, but are not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Pantex takes affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans; including disabled veterans, recently separated veterans, active-duty wartime, or campaign badge veterans, and Armed Forces service medal veterans. All employment decisions are based on business needs, job requirements, and individual qualifications.
Your email job alert is now active!