Service Transition Manager

JBA, MD
Full Time
Experienced
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

Job Summary:

JCS Solutions has a need for a Service Transition Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA). The successful candidate will assist the Government staff by responsibilities include using CRM programs and CRM tools, resolving escalated client issues, and ensuring customers are aware of new and existing company products. The position is 100% on-site at JBA. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential. If you are interested in a challenge and a great working environment, apply today!

What’s in it for you: 
  • Join a premier technology firm specializing in innovative solutions.  
  • Be part of a collaborative, inclusive, and innovative work culture.  
  • Enjoy tremendous growth potential in a high-performing team environment.  
  • A robust benefits package: 
    • Health, dental, and vision insurance  
    • Life insurance  
    • Short-and-long term disability  
    • Paid time off (PTO)  
    • 401k retirement plan with employer match 
    • Annual Professional Development Reimbursement Program  
    • And more! 
What you will do:
The specific duties include but are not necessarily limited to the following:
  • Engage with project managers to ensure proper transition of all IT services to operations
  • Analyze each service in the service delivery pipeline to ensure all operational work centers are capable of supporting and sustaining the new service
  • Conduct transition to operations meetings with all stakeholders
  • Advise program offices, service delivery managers, and project managers on necessary steps to transition services to operations
  • Work with user-experience managers to ensure all necessary advertising is done in advance of the service being delivered
  • Ensure continuous process improvement of the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently to meet stakeholder desired mission end state.
  • Collaborate across the program in support of an overarching quality management function across all teams and work centers to include managed print services.
  • Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
  • Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
  • Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
  • Assist the contract UX Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
  • Support special projects aimed at enhancing or improving service delivery and customer experience.
  • Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
  • Assist UX Manager in the development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
  • Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
  • Assist the development and execution of the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
  • Assist the development and execution of the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.

What you will bring:
  • U.S. Citizenship
  • Active Secret Security Clearance.
  • BA/BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience additional years of experience may be used in lieu of degree.
  • Strong organizational skills
  • Excellent written and oral communications skills

How you will wow us:
  • Two years of experience in quality assurance and/or process improvement.
  • Exposure to BMC Remedy and its Digital Workplace Catalog.
  • Prior experience working in the National Capital Region
  • Prior experience developing/maintaining a Service Catalog.
  • Familiarity with the Headquarters Air Force staff organization.
  • Experience with Service Now with Service Now/Remedy migration a plus.
  • One or more of the following within 6 months after starting:
    • Continuous Process Improvement certification or executive course.
    • Information Technology Infrastructure Library (ITIL) Foundations certification.
    • Project Management Professional certification.

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.

We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.

JCS has been certified as a Great Place to Work four years in a row and was awarded as Washington Post’s Top Places to Work for 2024.

Our employees embody our core values, and we are looking for others who do too!
 
  • Customer Experience: Strive for excellence and delight our clients
  • Innovation: Embrace creative thinking to enable continual growth and powerful solutions
  • Accountability: Take ownership of and pride in our actions and service delivery
  • Inspire: Be inspired to be your best self and have fun in the process
  • Integrity: Do the right thing, the right way, every time!
  • Stewardship: Careful management of something entrusted to us.

Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
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