SAIC Job - 32283805 | CareerArc
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Company: SAIC
Location: Reston, VA
Career Level: Mid-Senior Level
Industries: Technology, Software, IT, Electronics





SAIC has a contingent job opportunity for IT Service Performance Manager to support an Army program. This position is contingent upon contract award and will be located in Huntsville, AL; Portland, OR; Vicksburg, MS, or the NCR. Remote work may be considered.


The IT Service Performance Manager will be responsible and accountable for the development, management, and implementation of IT service performance management best practices and plans including quality assurance, key performance indicators (KPIs), service level requirements/service level agreements (SLR/SLA), and continual service improvement (CSI).  The IT Service Performance Manager will collaborate effectively with executive leadership, stakeholders, and service delivery teams regarding deficiencies, successes, and areas for improvement. The IT Service Performance Manager will monitor and support governance activities for all aspects of service performance. With regards to monitoring, the IT Service Performance Manager will be responsible for ensuring compliance with requirements as well as facilitating communication necessary to define and maintain all performance objectives.


Contract activities include support of IT transformational activities for a large US Government customer. Performance locations include multiple CONUS and OCONUS sites. The primary contract objectives are to provide world-class

Information Management and Information Technology (IM/IT) services that are secure, available, reliable, and deliver responsive, dependable customer support. 

Overall technical support activities under the contract include IT infrastructure and shared services, general IT, cybersecurity services, engineering design, telecommunications services, emergency response, IT transformation and surge/special projects. Application of ITIL best practices is critical to successful delivery of shared IT services that enhance end-user experience.


Successful delivery of these IT services includes the following high-level objectives:

Continual modernization of the Customer's portfolio of IT systems

Delivery of enterprise-wide and scalable IT solutions

Manage and support geographically dispersed workforce

Balance technical and strategic support activities to fulfill USACE missions

Effective cost management and full accountability and apportionment

Maintain secure operational environment

Effective application of service cost and service management practices to achieve full cost transparency.


Required qualifications:


BA/BS degree from an accredited institution in Information Technology or related field, plus nine (9) years or more experience to include:

Minimum nine (9) years of experience with IT service delivery and performance management for a large, worldwide organization including QA, CSI, KPI, and SLA/SLR.

Nine years of experience in supporting the successful transition of IT service delivery to an ITIL/ITSM framework for a large, worldwide organization

Knowledge of IT operations including NOC, Service Desk, Data Center, SOC, and End User

Excellent communicator with proven ability to clearly convey complex ideas and data in written, presentation and spoken formats to a variety of audiences including executive management

Knowledge of performance management tools

Ability to operate and communicate well with all levels of employees

Outstanding time management, performance management, and leadership skills

ITIL Certification (ITIL Foundation Level PLUS intermediate certifications such as Continuous Service Improvement (CSI) and/or ITIL Practitioner)

Active TS/SCI

US Citizenship

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