EITSM Manager

We are hiring a Enterprise IT Service Management (EITSM) Manager leads the development and implementation of EITSM processes and procedures for the program. They own all IT Infrastructure Library (ITIL) Standards and best practices, and work across all functional areas to ensure processes are followed and aligned with program needs.

What you'll do:

Own EITSM processes and areas: Incident Management, Change Management, Request Fulfillment, Problem Management, Knowledge Management and Service Level Agreement (SLA) Management and Reporting
• Provide requirements for BMC Remedy to the Operations Team
• Define, design, and implement processes and procedures based on industry standard ITIL latest version and Peraton best practice
• Develop and maintain a roadmap that drives implementation throughout IS for ITSM delivery, metrics and governance
• Provide oversight and guidance to drive root cause analysis and corrective action plan completion
• Identify and implement process improvements throughout the life of the program
• Collaborate with the Air Force customer to determine reporting metrics, format and that shared data repositories are set up properly
• Supervise the EITSM program team
• Report status updates to the Air Force customer and Peraton Leadership
• Accountable for the labor and material financial forecast for the EITSM team
• Ability to travel up to 25%

Locations

• JBSA Lackland, TX or Hanscom SFB, MA

10 years of experience, may have supervisory or lead experience

What you'll need:

• Understanding of ITIL approach, principles and processes
• Broad understanding of IT technologies and business considerations
• Knowledge of BMC Remedy, TrueSight Server Automation (TSSA), BMC Client Manager (BCM), BMC Service Request Management (SRM), and SolarWinds

Clearance needed:

• Active DoD Secret clearance

Desired experience:

• B.S. degree & applicable experience

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.