Service Catalog Manager

Job ID: 2413715

Location: COLORADO SPRINGS, CO, US

Date Posted: 2024-10-23

Category: Information Technology

Subcategory: Bus Proc Analyst

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: TS/SCI

Potential for Remote Work: No

Description

The Service Catalog Manager will oversee the development, implementation, and management of the IT service catalog for NORAD-USNORTHCOM IT Enterprise Services (NITES). This role is critical in ensuring that all IT services are well-defined, accessible, and aligned with the organization's strategic objectives. The ideal candidate will have a strong understanding of IT service management (ITSM) principles and a proven track record in managing service catalogs.

Key Responsibilities:

• Develop and maintain a comprehensive IT service catalog, ensuring all services are clearly defined and documented.
• Collaborate with stakeholders to identify and classify IT services based on organizational needs.
• Establish and manage processes for service request, fulfillment, and continual improvement.
• Ensure service descriptions are user-friendly and accessible to all personnel.
• Monitor service performance and user satisfaction, utilizing metrics and feedback for continuous improvement.
• Coordinate with IT teams to ensure services are delivered effectively and efficiently.
• Conduct regular reviews and updates of the service catalog to reflect changes in technology and organizational priorities.
• Provide training and guidance to staff on using the service catalog effectively.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Secret Clearance with TS Eligibility
• Minimum of 5 years of experience in IT service management, with a focus on service catalog management.
• Strong understanding of ITIL framework and best practices.
• Proven experience in project management and process improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate across diverse teams.
• Strong analytical and problem-solving skills.
• Ability to obtain and maintain a Secret security clearance.

Desirable Qualifications:

• Project Management Professional (PMP) Certification or Program Management (PgMP) Certification.
• ITIL Certification (e.g., ITIL Foundation or higher).
• Experience at NORAD-NORTHCOM, other Combatant Command, or an AF Major Command.
• Familiarity with service management tools (e.g., Ivanti).
• Experience in change management and configuration management.
• Knowledge of cybersecurity principles and best practices.
• Strong organizational skills and attention to detail.
• 10 years of experience in IT enterprise environment, with service portfolio or IT architecture experience.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.