IT Service Management Lead, Director

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

ManTech is seeking a motivated, career and customer-oriented Director to provide unparalleled support to our customer and to begin an exciting and rewarding career within ManTech. You are the right candidate for this job if you like working in a fast-paced, dynamic environment and have a passionate commitment to national security and securing the homeland. The position will be based in the DC/Maryland/Virginia area.

We're looking for a leader with a strong ITSM background to assist our customer in establishing and delivering on a large network & cybersecurity operations program.

Responsibilities include, but are not limited to:

• In coordination with the Program Manager and key customers, stand-up a PMO in accordance with industry best practices and standards (e.g., ITIL V4, CMMI, the SEI's CERT Resilience Management Model, ISO) and federal guidance and standards (e.g., NIST, GAO, OMB, DHS and CISA).

• Plan and manage the conduct of a baseline assessment of network & cybersecurity operations capabilities.

• Align network & cybersecurity operations services and business processes to business practices identified in ITIL v4 (managing all of relevant practices and sub-processes), and also align these to the functions, categories, and sub-categories defined by the NIST Cyber Security Framework (CSF).

• In line with NIST SP 800-53 Rev. 5, DHS 4300A/B, and ITIL v4, propose, document, baseline, and manage a enterprise service catalogue and common control catalogue that provide tiered service support models.

• Organize and maintain resources needed for the delivery of PMO Support including the implementation of improvement capabilities, service delivery support, data analytics and performance metrics; knowledge management; response to data calls; acquisition support services; relationship and service management practice recommendations; communication services; project management services; and assistance for strategic network resilience and security.

• Develop, own, and lead the execution of the process development and improvement roadmap and projects

• Recommend and assist in establishing program performance metrics, data collection, and reporting

• Promote and oversee for consistency the application of agreed upon policies, processes, and SOPs

• Assist in defining and implementing a customer service satisfaction program

• Assess requirements for and advise on enhancements to or development of new Dashboard capabilities that provide customer visibility and insights into program progress, performance, and risks, and that support improved customer decision-making

Basic Qualifications:

• A PMP certification

• An ITILv4 certification

• Bachelor's degree

• 10+ years of relevant experience in enterprise IT or cybersecurity operations and engineering

• Knowledge of federal guidelines and standards including NIST Cyber Security Framework

• Proven experience leading organizations in their ITSM-based process maturity and improvement journeys, with demonstrated successful outcomes

• Experience obtaining buy-in on meaningful metrics to measure program performance

• Experience developing and reporting on program performance metrics

• Understanding of technologies and tools that capture, integrate, and present performance data, including but not limited to ServiceNow

• Experience partnering with customer on strategic planning and roadmaps

• Experience playing a leading role in a PMO for a large IT program

Preferred Qualifications

• Any of the following certifications: ITILv4 Management Professional, ITIL Strategic Leader, or ITIL v4 Master

Clearance Requirements:

• Top Secret clearance with SCI eligibilty

• An active DHS EOD suitability, is preferred

Physical Requirements:

• Must be able to be in a stationary position more than 50% of the time

• Must be able to communicate, converse, and exchange information with peers and senior personnel

• Constantly operates a computer and other office productivity machinery, such as a computer

• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

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