4 days old

Continual Service Improvement Manager, Defense Health

San Antonio, TX 78205
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The Continual Service Improvement Manager will serve as a part of the leadership team helping to modernize a Defense Health Agencys IT infrastructure to provide a standardized, robust, and highly available global infrastructure and enterprise core services, scoped from end-user desktop to data center, while adhering to the cost containment and operational efficiencies. The resultant IT infrastructure and operations framework will support a global data communications network, and enterprise services infrastructure, including data center(s), server hosting, and end-user platform capabilities enabling military and civilian personnel globally to support the continuum of health services.
The Continual Service Improvement Manager will be responsible for the ongoing service improvement activities within the ICT service delivery lifecycle and looks for opportunities to improve the performance of services to deliver enhanced value to the business.
Key accountabilities include:
Define, design, and implement a Service Performance Management Framework to enable the consistent measurement of team and service effectiveness
Create and report on performance metrics for service delivery to identify areas requiring improvement
Monitor practices and processes to guide the implementation of compliance and improvement strategies improvement
Utilize available information, metrics and evaluations to develop recommendations for change Provide input on internal processes to assist with service improvement initiatives
Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment.
Knowledge of the ITIL framework as well as a high level of IT technical competence
Extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes.
Significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.
Significant and demonstrable experience in ITIL v4 modules relevant to functional area.
Awareness of large scale technology programs and IT infrastructure environments.
Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organization.
Experience of the design and implementation of moderately complex operating models, including process design, people and organizational design, governance design, designing operational interfaces to the BBC and other suppliers.
A solid understanding of change management. Use influence, oversight and direction in the provision of changes that have a bearing on the environment.
Extensive experience in managed services and service delivery environment including technical and service management exposure


Requires BA/BS with 10 years of experience with at least 4 years of management level responsibility.

Experience in developing, engineering and improving IT Service Management processes to include creating, managing and maintaining process diagrams and process definition documents.
Experience in defining, measuring and trending KPIs and process metrics.
Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes.
Use of a Service Management Platform. (BMC/Remedy, ServiceNow, UniCenter, IBM etc.)
Experience in developing, managing, and maintaining the CSI process and associated procedures
ITIL Foundation Certification (or Higher)
Excellent communication skills, interpersonal, oral, and written
Effective at managing multiple requests with conflicting priorities under tight deadlines
Ability to coordinate and participate in operational reviews
High attention to detail, quality and accuracy.
Effective at developing and maintaining strong customer and team relationships.
Ability to obtain a Department of Defense security clearance (ADP II Public Trust).

About Peraton

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

As a government contractor, Peraton abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).


  • Information Technology
Posted: 2021-05-11 Expires: 2021-06-09

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Continual Service Improvement Manager, Defense Health

San Antonio, TX 78205

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