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Joint Base Andrews, MD, USA | Salary | 123000-126000 per year Salary plus benefits | Full Time

| Medical, Dental, Vision , 401(k), ST/LT Disability, Life and AD and D Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support and more!

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

SUMMARY

The Service Transition Manager will work alongside a dedicated group of professionals to ensure proper transition of all IT services to operations.

CERTIFICATIONS REQUIRED

+ One or more of the following within 6 months after starting:

+ Continuous Process Improvement certification or executive course.

+ Information Technology Infrastructure Library (ITIL) Foundations Certification

+ Project Management Professional (PMP) Certification

CLEARANCE REQUIRED

+ Active DOD Secret - will be verified

WORK ENVIRONMENT

+ 100% Full time onsite, at the Joint Base Andrews (JBA), Maryland location

PRIMARY RESPONSIBILITIES:

As the Service Transition Manager you will:

+ 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 workcenters 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.

REQUIRED SKILLS AND QUALIFICATIONS

+ This position requires U.S. citizenship

+ Typically requires a BA/BS degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience additional years of experience may be used in lieu of degree.

+ Must have a full DoD Secret Clearance at start.

+ Strong organizational skills

+ Excellent written and oral communications skills

PREFERRED QUALIFICATIONS

+ Two years of experience in quality assurance and/or process improvement.

+ Exposure to BMC Remedy and its Digital Workplace Catalog.

+ Prior experience working in the National Capital Region Prior experience developing/maintaining a Service Catalog.

+ Familiarity with the Headquarters Air Force staff organization.

+ Experience with Service Now with Service Now/Remedy migration a plus.

+ One or more of the following within 6 months after starting:

+ Continuous Process Improvement certification or executive course.

+ Information Technology Infrastructure Library (ITIL) Foundations Certification

+ Project Management Professional (PMP) Certification

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.