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A hybrid role at EXPANSIA.
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The IT Manager serves as the lead for service design and IT Service Management (ITSM) activities supporting the Cloud One Architecture and Common Shared Services (ACSS) program. This position is responsible for overseeing the strategy, design, delivery, and continuous improvement of IT services to ensure alignment with customer needs, mission objectives, and operational requirements. The IT Manager collaborates with Government stakeholders and cross-functional teams across engineering, operations, cybersecurity, and customer support to develop customer-focused service solutions that enhance service performance, user experience, and organizational efficiency. Through strategic planning, service design methodologies, performance management, and ITSM best practices, the IT Manager drives the successful adoption, sustainment, and modernization of Cloud One services while promoting continuous service improvement across the enterprise.
The proposed salary range for this position is up to $135,263. There are a host of factors that can influence final salary including, but not limited to, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications. Our employees value the flexibility EXPANSIA allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our unique mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and retirement and savings.
Develop and maintain service blueprints, customer journey maps, and service ecosystem models to improve end-to-end service delivery.
Lead human-centered design activities, including stakeholder interviews, workshops, surveys, and service assessments to identify improvement opportunities.
Advise Government stakeholders on service design strategies, roadmaps, and adoption of customer-focused service management practices.
Identify and address complex operational, technical, and policy-related challenges through innovative service design solutions.
Lead the planning, design, implementation, and continuous improvement of IT services supporting the Cloud One ACSS program.
Collaborate with Government customers and cross-functional teams to ensure services align with mission requirements, business objectives, and user needs.
Develop and maintain service delivery processes, workflows, and documentation using IT Service Management (ITSM) best practices.
Facilitate stakeholder engagement sessions, service reviews, and process improvement initiatives to enhance customer experience and operational performance.
Establish and monitor service performance metrics, KPIs, SLAs, and customer satisfaction measures to drive continuous improvement.
Coordinate with engineering, operations, cybersecurity, and support teams to identify and resolve service delivery challenges.
Support governance, change management, incident management, problem management, and continual service improvement activities.
Analyze operational data and customer feedback to identify trends, risks, and opportunities for service optimization.
Provide leadership and guidance on service management strategies, policies, and procedures.
Prepare and present service performance reports, recommendations, and strategic insights to program and Government leadership.
Support Cloud One modernization initiatives and the adoption of new technologies, processes, and capabilities.
Ensure 100% of planned hours are worked and recorded
Identify and forward to leadership opportunities that could lead to growth within your work area
Participate in growth efforts as requested
Ensure all contractual deliverables are met or exceeded to the customer’s satisfaction
Complete personal PDP and attend Staff Meeting and Storytime (with camera on)
Build productive and positive professional relationships with clients within your program
Clearance: Active Secret Clearance
Education and Years of Experience: Bachelor’s degree in Information Technology, Business Administration, or a related field and a minimum of 12 years of experience, or a Master’s with 10 years of experience.
Experience implementing and supporting ITSM frameworks and best practices, including ITIL
Experience with ServiceNow or other IT Service Management platforms
Strong understanding of cloud environments, service delivery models, and operational support processes
Demonstrated ability to lead cross-functional teams and collaborate with Government, technical, and business stakeholders
Strong communication, interpersonal, and stakeholder‑management capabilities
Current DoD 8570 / 8140 IAT Level II certification
One or more cloud certifications (AWS, Azure, Google Cloud, or equivalent) required
ITIL Foundation, Practitioner, Managing Professional, or equivalent certification.
Experience supporting Department of Defense (DoD), U.S. Air Force, or Federal Government programs.
Experience with Cloud One, Platform One, or large-scale enterprise cloud environments.
Experience developing service blueprints, customer journey maps, and service improvement strategies.
Experience establishing and monitoring KPIs, SLAs, and service performance metrics.
Experience facilitating stakeholder workshops, customer engagement sessions, and process improvement initiatives.
Knowledge of cloud operations, DevSecOps, Agile methodologies, and digital transformation initiatives.…
EXPANSIA
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