Service Delivery Manager

1 day ago

Chantilly, Virginia, United States AT&T Full time
Job Description:

AT&T Global Public Sector is a trusted provider of secure, IP-enabled, cloud-based, network solutions and professional services to the Federal Government. Our National Security Team supports the intelligence community by providing, operating, and assuring critical voice, video, and collaboration services for the full spectrum of operations.

Key Responsibilities:
  • Define, maintain, and execute processes that improve operational efficiency.
  • Ensure services are defined and continuous service processes work in practice, diagrams, and documents repeatable processes for a technical program.
  • Meet with SMEs to gather requirements and document detailed steps for each repeatable task activity.
  • Manage and update the ServiceNow service catalog and develop service requirements packages for standard catalog items.
  • Monitor service fulfillment, identify discrepancies or breaks in automated workflows that impact service delivery objectives, and escalate them for resolution.
  • Perform version-controlled updates and document tracking.
  • Attend meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions.
  • Develop and deliver service operations documentation.
  • Review process changes with internal boards and submit them through the ITSM tool.
  • Escalate issues regarding service management process workflows.
  • Collaborate with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication.
  • Monitor project lifecycle workflows and submit tickets to resolve errors.
  • Manage and track the DMND and ENHC process for all service delivery requirements and complete escalations.
  • Conduct application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training.
  • Create/improve complex workflows and processes of repeatable tasks.
  • Understand business capabilities of tools.
  • Drive initiatives for new methods and obtain buy-in from stakeholders.
  • Take accountability for the quality of requirements and business process development and implementation.
  • Conduct quality management reviews to ensure compliance standards are met.
  • Work with integrators and developers to seek out solutions to improve productivity and performance metrics.
  • Create Weekly, Daily, and Monthly reports and manage task deadlines.
Requirements:
  • Candidate must have a high school diploma and 5 years of experience, an associate's degree and 3 years of experience, or a bachelor's degree and 1 year of experience.
  • Familiarity with ITIL processes.
  • Technical documentation experience; use of clear language and proper grammar, spelling, and punctuation.
  • Develop user stories to provide justification for requirements solutions.
  • Ability to execute tasks quickly and efficiently.
  • Intermediate Confluence and MS Visio experience.
  • Ability to collaborate with teams, facilitate technical discussions, and business requirements.
  • Use various program resources to answer questions and recommend solutions.
  • Lead/participate in various meetings and forums and report impacts to stakeholders.
Benefits:
  • Medical/Dental/Vision coverage.
  • 401(k) plan.
  • Tuition reimbursement program.
  • Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays).
  • Paid Parental Leave.
  • Paid Caregiver Leave.
  • Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement.
  • Disability Benefits (short term and long term).
  • Life and Accidental Death Insurance.
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal.
  • Employee Assistance Programs (EAP).
  • Extensive employee wellness programs.
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone.

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