IT Service and Requirements Manager

IBM; Herndon (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

IBM in Herndon, VA is seeking an IT Service and Requirements Manager to oversee the design, delivery, and continual improvement of IT services, ensuring they meet business goals and strategic objectives.

You will coordinate process development with stakeholders, manage incident and change processes, and translate business needs into automation requirements using ServiceNow, SharePoint, and the Microsoft Office suite.

Qualifications

• Bachelor’s degree in information technology or related field.
• Five plus years of experience providing process for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow; proficient with Microsoft Office applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.

Responsibilities

• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process.
• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).
• ITIL 4-: Processes for incident Management, Change Enablement, Continual Improvement, Knowledge Management.

Skills

Communication skills

IT service management

Process improvement

Stakeholder collaboration

Education

Bachelor's degree in IT

Tools

ServiceNow

SharePoint

Microsoft Office

Job description

Position Description

The IT Service and Requirements Manager is responsible for overseeing the design, delivery, and continuous improvement of IT services while ensuring they meet and exceed business needs. This role bridges technical operations with strategic planning, aligning IT capabilities with organizational goals, and managing both service delivery and functional requirements.

Introduction

The IT Service and Requirements Manager is responsible for overseeing the design, delivery, and continuous improvement of IT services while ensuring they meet and exceed business needs. This role bridges technical operations with strategic planning, aligning IT capabilities with organizational goals, and managing both service delivery and functional requirements.

Responsibilities Include

Your role and responsibilities

• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Works with stakeholders across the organization to define new process objectives. Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process. Examples include, Service Catalog Request Processes, Incident Management, Change Management, Problem Management.
• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).

Preferred Education

None

Required Technical And Professional Expertise

• Bachelor’s degree in information technology or related field,
• Five plus years of experience providing process for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.

Requires a Secret Clearance

Preferred Technical And Professional Experience

• IT Service Management Tools: Deep expertise in utilizing IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk, such as their equivalents, to drive efficient IT service management.
• Advanced Business Functionality: Experience with advanced business functionality of IT service management applications, enabling seamless integration with business operations.
• Cross-Functional Collaboration: Deep understanding of how IT service management solutions interact with other business functions, ensuring smooth business operations and minimal disruptions.

ITIL 4-

Processes for incident Management, Change Enablement, Continual Improvement, Knowledge Management.