Service Delivery Specialist - Lead

Job Duties

Are you passionate about service management and delivery? Do you have experience in project coordination, service analysis and service delivery?

Do you thrive on building relationships at all levels across the organization? Join our team as a Service Portfolio Analyst and embark on a rewarding journey in the world of service management and delivery!

We are currently seeking a Service Delivery Specialist within the Supplier Projects and Incident Management Division to provide secure, cost efficient and reliable IT Managed Print Services for the Core Infrastructure Service (CIS) program through meaningful customer engagement, optimized supplier / vendor management, and business driven solutions.

This role will supervise staff responsible for new services, issue resolution, inventory management, ticket management, vendor management, and data for billing purposes.

This is a mid-level specialist applying moderate level skills and competencies. This position requires knowledge in ITIL framework and relevant experience in the service management area.

This position works closely with all facets of VITA services both internal and external to ensure the highest levels of customer service and follow up.

The Service Delivery Specialist also defines metrics reporting for the assessment / management of performance of vita services as well as tracking release and delivery.

This position is eligible for one (1) day telework.

Minimum Qualifications

• Documented experience with print services.
• Understanding of asset management and correlated billing processes.
• Ticket management experience using ServiceNow or other ITSM solutions. Vendor management experience to include SLAs, performance, billing, and invoice reconciliation.
• Experience supervising a technical team.
• Experience with managed print service delivery contracts (Xerox, HP, or similar).
• Experience with issue resolution, inventory management, ticket management, vendor management, and billing administration.
• Demonstrated ability to bring problems to resolution.
• Ability to work with minimal supervision and under specific deadlines.
• Experience working with suppliers with demonstrated benefits to the business through strong relationship management.
• Skilled in oral and written communication as it pertains to technical information.
• Mid-level technical skills and knowledge of information technology to include infrastructure and applications.
• Moderate service management and delivery experience.
• Documented experience in business analysis role in an IT environment.
• Moderate knowledge of understanding strategies and how they relate to customer requirements for services.
• Experience in analyzing data to draw business relevant conclusions towards process improvements; knowledge in generating process documentation.
• Demonstrated skills in building effective professional relationships across a broad spectrum of roles to include customers, stakeholders, technical teams, and service providers.
• Demonstrated ability to work on multiple simultaneous activities with competing priorities.
• Experience working in an agile environment.
• Project coordination skills.
• Experience working in a team environment.

Additional Considerations

• Certification in ITIL Foundations.
• Convenience contract administration
• Project coordination skills and knowledge of developing, managing, and reporting on internal processes that have direct customer impact.
• Business analysis experience.
• Agile certification
• ServiceNow experience.
• Service Portfolio management experience.
• Understanding of IT service delivery in a multi-sourcing environment.
• Experience with state government, working knowledge of Virginia state agencies, their business plans, and activities.

Special Instructions

You will be provided a confirmation of receipt when your application and / or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

This position is eligible for one (1) day telework.

Applicants must consent to a fingerprint background check.

State applications and / or resumes will only be accepted as submitted online by 11 : 55 p.m. on the closing date through the state applicant tracking system.

We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to Your Application in your PageUp account to check the status of your application for this position.

The decision to interview an applicant is based on the information provided in the application and / or resume.

Reasonable accommodations are available to persons with disabilities during the application and / or interview processes per the Americans with Disabilities Act.

VITA is a Virginia Values Veterans (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010).

If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process.

AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.

Contact Information

Name : VITA Human Resources

Email : ov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI).

Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS / DBVI to get their AHP Letter.