Lead Service Level Manager/Technical Editor

General Dynamics Information Technology Washington, District of Columbia 20001
JOB ID: 2018-37662 3/12/2018 6:55:16 AM




Job Description

1. Analyzes user needs to identify requirements and areas for improvement; performs research and analysis on a variety of services, projects, and processes.

2. Generates recommendations in the form of technical briefings, reports, and other major documents provided to senior level client personnel.

3. Consults with clients to determine optimum design for assigned projects.

-- Reviews new customer-created policies and ensure that contractor processes align with new policies

4. Writes and updates project documentation including operating procedures, presentations, and training materials.

-- Maintains, versions and publishes new editions of the IT service catalog

-- Documents operations and maintenance processes and procedures.

-- Maintains Team GDIT's Process Asset Library, facilitating the review and updating of existing documentation.

5. Establishes uniform processes and procedures that ensure Service Support and Service Delivery to meet business needs and customer-established service levels.

-- Monitors, controls, and supports service delivery, ensuring systems, methodologies, and procedures are in place and followed

--Establishes and manages expectations within the business and drive the Team GDIT to achieve goals/SLA measures/customer satisfaction.

-- Assesses client feed-back to existing services and work with the technical team and Service Desk to make any necessary improvements

-- Owns (Responsible and Accountable for) Incident, Service Request, and Service Change processes, ensuring high levels of performance in these processes and accurate reporting.

-- Establishes service improvement activities when required.

-- Ensures staff are trained on processes relevant to their service lane.

-- Conducts meetings with subject matter experts (SMEs) to learn about and document any undocumented processes and help groups of SMEs find consensus in the development and documentation of new processes

-- Drafts documents or edit documents written by others and use templates to format final drafts

-- Review new customer-created policies to ensure that contractor processes align with new policies

6. Provides guidance to Team GDIT regarding implementation and improvement of standard processes to ensure customer satisfaction and SLA attainment.

7. Serves as technical team or task lead or process improvement lead.

8. Maintains current knowledge of relevant technologies and subject areas (Lean Six Sigma, ITIL).

9. Participates in special projects as required.

1. Bachelor's Degree in a related technical discipline.

2. Master's Degree preferred.

3. Preferred knowledge of and certificates and credentials in: Lean, Six Sigma, ITIL.


10-15 years of related experience.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.



Location: Washington, DC - District of Columbia