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Title

Service Catalog Manager 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Req Number TGS20-0002  
Category Information Technology  
Division Tuknik Government Services  
Location TGS Washington, DC  
Description

TGS is looking to augment our team with a strong professional to develop processes and documents in the area of service catalog management for an IT infrastructure and Voice/Video communications services organization. This position will support TGS and our government customer. Candidates must be able to obtain a Public Trust clearance.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Catalog (SC) Manager within the Koniag team is an integral component of a team supporting a Federal client’s organizational and digital transformation. Management of the catalog of services in an IT organization is a crucial job to keep the ITIL service lifecycle The Service Catalog Manager position will be filled with someone who has at least 7 years of experience in the field including 3 years in a large IT organization that manages multiple services. The Service Catalog Manager has experience in IT operations, process analysis, Business Service Management, and service discovery. The successful candidate should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

  • Develop Service Catalog management processes, activities, templates, checklists, and other documents
  • Define appropriate standards to be employed throughout the process
  • Ensure that quality reports are produced, distributed and utilized
  • Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process
  • Ensure that the Service Catalog Management process is fit for purpose
  • Ensure that the Service Catalog is available, accurate, and meets IT Service Provider and End User needs
  • Obtain and verify information to be included in the Service Catalog from the authorized Service Owners and other information providers
  • Obtain End User satisfaction feedback
  • Assist with the production and maintenance of accurate links to Service Level Agreements, Operating Level Agreements, Underpinning Contracts, the Service Portfolio, and the corresponding maintenance procedures
  • Ensure each service has an identified Service Owner and Provider
  • Record and manage all complaints and escalate, where necessary, to reach resolution
  • Analyze and review Service Catalog and SLM agreements for referential integrity, and to ensure that the catalog and agreements consider the same service dependencies
  • Organize and maintain the regular Service Catalog review activities with both Customers and Service Owners including:
  • Audit the Service Catalog Management process
  • Coordinate and facilitate Service Catalog Management meetings to assess Service Catalog quality and value and to address any actionable gaps
  • Identify Services that should be included in the Service Catalog
  • Document the Service offering in terms familiar to the users
  • Ensure all stake holders sign-off on the Service offering
  • Ensure the publication of new Service Offering
  • Ensure that the information in the Service Catalog is consistent with information in the Service Portfolio
  • Experience performing the tasks above for a large IT organization.
 
Position Requirements

Required Knowledge, Skills and Experience:

  • Bachelor’s degree
  • 7+ years direct work experience in managing the business of IT including a minimum 2 years’ experience with direct responsibility in the service catalog management field.
  • Familiarity with PMI's PM Body of Knowledge.
  • Strong knowledge of ITIL v3 Processes, especially Service Catalog Management. Familiarity with ITIL v4.
  • Familiarity with Infrastructure technology - preferably network operations and voice/video services
  • Strong documentation, process analysis, design, and process improvement.
  • Experience in IT Operations Management disciplines
  • ITIL Foundation Certified (v3 or v4) with at least one ITIL intermediate certification (or equivalent experience).
  • Experience using ticketing tools such as BMC Remedy, Service Now, or similar.
  • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
  • Self-driven and ability to work independently
  • Have great degree of technical understanding and literacy
  • Strong customer service, analytical, research, interpersonal and problem-solving skills required
  • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint
  • Preferred ITIL v3 certification and familiarity with Technology Business Management (TBM) principles.
  • Previous Federal consulting experience preferred, but not required.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to manipulate, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, perform simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move items that weigh up to 25 lbs. Specific vision abilities required for the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.com or by calling 703-488-9377 to request accommodations.

 
Travel Requirements  
Security Clearance Must be able to obtain a Public Trust  
About our Company

Offering innovative and cutting-edge IT, Environmental Resource Management and Professional Services solutions, Tuknik Government Services is uniquely positioned in the federal marketplace. An ANC 8(a)-certified program combined with the full corporate support of Koniag Inc.'s Government Services Sector, TGS is backed by a full range of industry partners. Innovative technology, highly qualified professionals and proven processes are the hallmarks of TGS. We pride ourselves on delivering exceptional service to our clients and maintaining a supportive environment for team members and partners.

 

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

This position is currently accepting applications.

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