Service Manager

Job Description: AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers' mission. Our National Security Team supports the intelligence community by providing, operating and assuring critical voice, video and collaboration services for the full spectrum of operations. AT&T has an opening for a Service Manager professional to support the Defense and National Security sector. The job duties of the Service Manager are as follows: The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiency. Ensures services are defined and continuous service processes work in practice, diagrams and documents repeatable processes for a technical program. Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity. Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items. Monitors service fulfillment; identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution. Performs version-controlled updates and document tracking. Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions. Develops and deliver service operations documentation. Reviews process changes with internal board and submit them through the ITSM tool. Escalates issues regarding service management process workflows. Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication. Monitors project lifecycle workflows and submit tickets to resolve errors. Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations. Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training. Creates/improves complex workflows and processes of repeatable tasks. Understands business capabilities of tools. Drives initiatives for new methods and obtain buy-in from stakeholders. Takes accountability for the quality of requirements and business process development and implementation. Conducts quality management reviews to ensure compliance standards are met. Works with integrators and developers to seek out solutions to improve productivity and performance metrics. Creates Weekly, Daily and Monthly reports and manage task deadlines. Required Clearance: TS/SCI with polygraph. (/sci) Required Qualifications: Candidate must have a high school diploma and 5 years experience, an associate's degree and 3 years experience or a bachelor's degree and one year experience. Familiarity of ITIL processes. Technical documentation experience; use of clear language and proper grammar, spelling and punctuation. Develop user stories to provide justification for requirements solutions. Ability to execute tasks quickly and efficiently. Intermediate Confluence and MS Visio experience. Ability to collaborate with teams, facilitate technical discussions and business requirements. Use various program resources to answer questions and recommend solutions. Lead/participate in various meetings and forums and report impacts to stakeholders. Ready to join our team? Apply today. Our Service Manager (Admin IV) (Government) earns between $ 89,200 - $ 130,000 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits: Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) Paid Parental Leave Paid Caregiver Leave Additional sick leave beyond what state and local law require may be available but is unprotected Adoption Reimbursement Disability Benefits (short term and long term) Life and Accidental Death Insurance Supplemental benefit programs: critical illness/accident hospital indemnity/group legal Employee Assistance Programs (EAP) Extensive employee wellness programs Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone Weekly Hours: 40 Time Type: Regular Location: Chantilly, Virginia It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status