CACI International Service Delivery Lead in Huntsville, Alabama
Service Delivery Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 25%
Type of Travel: Continental US
What You’ll Get to Do
CACI is looking for Operations/Service Delivery lead who would be part of the solution in designing processes, selecting and implementing strategic tools, and establishing AIOps capabilities that leverage analytics, automation and machine learning.
More About the Role
Design and utilize score-cards, surveys, methods and tools to monitor KPI and SLA compliance. Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels.
Coach and mentor as necessary.
Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools. Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)Ensure service levels are defined and met around Availability, Performance and Resiliency.
Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events.
Partner with program and customer leaders to define and document the plan for Process Maps, Runbooks and RPOs and RTOs.
Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users.
Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy
You’ll Bring These Qualifications
Bachelor's degree or equivalent (minimum 12 years) work experience.
A minimum of 7 years of IT Experience
A minimum of 2 years of Management/Team Leadership experience
A minimum of 5 years of demonstrable and recent experience in ITSM (IT Service Management) and/or IT Service Delivery
A minimum of 2 years of experience with ServiceNow as a User
These Qualifications Would Be Nice to Have
Passion for Lean-Agile principles and practices
Experience in implementing and aligning Lean, Agile and DevSecOps methodologies, frameworks and tools
Experience in business process leadership
Exceptional oral and written communication skills
Exceptional leadership skills in order to coordinate collaboration across multiple engineering disciplines
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.