ITIL Service Efficiency Manager (VA)

Arlington, VA

In support of the Army National Guard (ARNG) National Capital Region (NCR) Network Enterprise Center (NEC) contract, this position will report to the Project Manager on-site (Arlington, VA). This position will be responsible for ITIL adoption and implementation across the ARNG NCR. The successful candidate will have extensive experience and a clear understanding of ITIL best practices with implementing them across an entire organization. The SEM will provide and implement a service life-cycle approach to planning, designing, building, maintaining, and supporting ARNG NCR services; both customer-facing services, as well as IT support services. The SEM will provide guidance for the Service Desk as it is a critically important function for the first line of support for users of ARNG NCR IT services.


Responsibilities: The position will include, but is not limited to, the following tasks:

  • Responsible for the ITIL team and the efficient, simple and straightforward methodology and process for ITIL adoption with ARNG NCT.
  • Lead the adoption, design and development of ITIL/ITSM best practices, processes and tools for ARNG NCR.
  • Create a list of the processes and functions (ITIL Adoption Plan) that need to be implemented and start to implement them in sequence according to the ITIL Adoption Plan.
  • Create a to-do list with the complete scope of the implementation (all processes, i.e., functions), assigning priority to each one. Considering carefully which ones can be combined and / or implemented together (e.g., the need to implement both, Change Management (CM) as well as Service Asset and Configuration Management (SACM), there is no point in implementing CM and then a few months later SACM).
  • Establish measurements and metrics to compare results of the ITIL adoption to access Return on Investment (ROI) and Total Cost of Ownership (TCO). This includes developing, analyzing, managing and publishing KPIs/Metrics to be used to measure the effectiveness and efficiency of ITSM processes.
  • Identify and utilize effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated.
  • Evaluates processes to identify desired outcomes and process performance drivers.
  • Perform detailed analysis of processes and identifies key measures of process performance for baselining and attainment of desired outcomes.
  • Employ a variety of CSI techniques including root cause analysis, pareto analysis, modeling, process reengineering workshops, to support efforts to analyze process performance and look for breakthrough improvements.
  • Provides support and guidance to the technical teams as they implement service management policies.
  • Utilizing advanced concepts to navigate the relationships between Processes, Process requirements, and business/IT management needs that are moderate to complex in nature which may span across multiple ITSM Processes.
  • Maintain standard operating procedures (SOP) and job aids, ensuring they are current and easily accessible.
  • Assist service and process owners with the development of training articles for new or changed services and processes due to CSI efforts.


Essential Functions

  • Determine appropriate standards to resolve all business process issues.
  • Maintain efficient architecture as per organization priorities.
  • Provide technical support to all ITIL process owners and performed audits on process.
  • Coordinate with customers to develop ITIL process strategies for design.
  • Develop ITIL framework in coordination with ARNG NCR staff members.
  • Administer program management activities and design plan for risk management.
  • Assist team members to improve quality of processes.
  • Monitor mapping of customer business issues and develop appropriate solutions.
  • Provide support to all programs and maintain competency of activities.
  • Analyze and recommend improvements to all new systems and ITIL processes.
  • Develop and document various ITIL standards.
  • Perform gap analysis on all present programs.
  • Participate in various cross function architecture sessions.
  • Maintain knowledge of communication and engineering techniques.
  • Perform research in various architecture integration processes.
  • Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
  • Ability to identify and articulate key information in an efficient and timely manner
  • Ability to exercise discretion and independent judgment when handling situational occurrences
  • Analyzes and recommends alternative solutions to meet customer needs
  • Identifies areas of opportunity to improve customer satisfaction
  •  Supports the team process and participates on cross-functional teams


Basic Required Qualifications: Note: These are mandatory items that all candidates must have when making an application for this position. Please ensure that your submission addresses each of these required items. Candidates without these required elements will not be considered.

  • Required Education Bachelor’s or Master’s degree
  • ITIL Expert or Master Certification v3 or 4
  • Excellent understanding of ITIL lifecycles and processes
  • Ability to design, author and implement services under the ITIL framework
  • Subject-matter-expert understanding of the ITIL/ITSM discipline and demonstrated application of knowledge, skills and abilities towards work products.
  • Ability to coordinate with technical and non-technical audiences
  • Ability to communicate with management
  • Outstanding skills of ITIL adoption principles
  • Ability to work within team environment
  • Proficiency in Microsoft Office products: Word, Excel, PowerPoint, SharePoint, Outlook
  • High degree of collaboration skills
  • Strong analytical and problem-solving abilities
  • Excellent in oral, written, and verbal communication skills
  • Due to a customer requirement, as a condition of employment for this position, the successful candidate will be required to obtain and provide proof of COVID-19 vaccination prior to commencing employment.
  • Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
  • All applicants must have current DoD Secret clearance eligibility day one and prior to entry on duty.