Service Management Coordinator

2 weeks ago

Richmond, Virginia, United States Commonwealth of Virginia Full time

Job Responsibilities

Are you enthusiastic about service management and delivery? Do you possess experience in project coordination, service evaluation, and service provision? Do you excel at fostering relationships across various levels of an organization? Join our team as a Service Delivery Specialist and embark on a fulfilling journey in the realm of service management and delivery.

We are currently looking for a Service Delivery Specialist within the Supplier Projects and Incident Management Division. This role is pivotal in delivering secure, cost-effective, and dependable IT Managed Print Services for the Core Infrastructure Service (CIS) program. Your contributions will be vital through meaningful customer engagement, optimized supplier/vendor management, and business-oriented solutions. This position will oversee personnel responsible for new service implementations, issue resolution, inventory oversight, ticket management, vendor coordination, and billing data management.

This is a mid-level specialist role that applies moderate skills and competencies. Candidates should have a solid understanding of the ITIL framework and relevant experience in service management. The Service Delivery Specialist will collaborate closely with all aspects of VITA services, both internal and external, to ensure exceptional customer service and follow-up. Additionally, this role will define metrics reporting for the assessment and management of VITA services' performance, as well as tracking service releases and deliveries.

This position allows for one (1) day of telework.

Minimum Qualifications

  • Proven experience with print services.
  • Knowledge of asset management and related billing processes.
  • Experience in ticket management using ServiceNow or other ITSM solutions, along with vendor management experience covering SLAs, performance, billing, and invoice reconciliation.
  • Experience supervising a technical team.
  • Familiarity with managed print service delivery contracts (e.g., Xerox, HP, or similar).
  • Experience in issue resolution, inventory management, ticket management, vendor management, and billing administration.
  • Demonstrated ability to resolve problems effectively.
  • Ability to work independently and meet specific deadlines.
  • Experience collaborating with suppliers to achieve business benefits through strong relationship management.
  • Proficient in both oral and written communication, particularly regarding technical information.
  • Mid-level technical skills and knowledge of information technology, including infrastructure and applications.
  • Moderate experience in service management and delivery.
  • Documented experience in a business analysis role within an IT environment.
  • Moderate understanding of strategies and their relation to customer service requirements.
  • Experience analyzing data to derive business-relevant conclusions for process improvements; knowledge in generating process documentation.
  • Proven skills in building effective professional relationships across a wide range of roles, including customers, stakeholders, technical teams, and service providers.
  • Ability to manage multiple simultaneous activities with competing priorities.
  • Experience working in an agile environment.
  • Project coordination skills.
  • Experience in a collaborative team setting.

Additional Considerations

  • Certification in ITIL Foundations.
  • Experience in convenience contract administration.
  • Skills in project coordination and knowledge of developing, managing, and reporting on internal processes that directly impact customers.
  • Business analysis experience.
  • Agile certification.
  • Experience with ServiceNow.
  • Experience in Service Portfolio management.
  • Understanding of IT service delivery in a multi-sourcing environment.
  • Experience with state government operations and familiarity with Virginia state agencies, their business plans, and activities.

Special Instructions

Upon successful submission of your application and/or résumé, you will receive a confirmation of receipt. Please refer to your account to check the status of your application for this position.

This position allows for one (1) day of telework.

Applicants must consent to a fingerprint background check.

Applications and/or resumes will only be accepted online through the state applicant tracking system.

Reasonable accommodations are available for individuals with disabilities during the application and/or interview processes in accordance with the Americans with Disabilities Act.

The Commonwealth of Virginia is committed to inclusion and encourages individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.

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