Service Management Deputy

The Opportunity:
You know that project managers touch every single part of a business and wear multiple hats: from caring for the client and their meaningful project goals to participating in business development and being a key contributor to their employees' growth. We're looking for someone like you to help our clients meet their mission by keeping the warfighter safe and supporting national security.

In this role, you'll manage the delivery of the most advanced digital solutions. You'll work closely with clients to oversee incident and problem management processes, help define and manage service level support for Cyber tools, and provide strategic guidance and recommendations for service improvements. You'll move quickly in an exciting and fluid environment to participate in the Agile development of a project roadmap, establish project milestones, and implement metrics to track progress, while bringing people together to make a tangible difference. Here are some areas where you will have a chance to make an impact on this program.

• Leadership and Team Management: Serve as the second in command for the Service Operations team, providing direct leadership and operational oversight.Mentor and manage a team of 2-4 service operations professionals, fostering their growth and development.Lead the mid-day shift: 0900-1700 or 1000-1800, ensuring seamless operational continuity and support.

• Operational Excellence:Act as the primary escalation point for complex, high-priority incidents, guiding them to a swift and effective resolution.Develop, review, and publish clear Standard Operating Procedures (SOPs) to standardize and streamline team processes.Oversee the creation and maintenance of operational dashboards to monitor performance and ensure adherence to Service Level Agreements (SLAs).Drive the creation and distribution of comprehensive reports for key stakeholders, providing clear insights into operational performance.

Work with us to transform the future of digital platforms.

Join us. The world can't wait.

You Have:

• 3+ years of experience serving in a leadership role for a Service Desk or Operations Center

• 5+ years of experience utilizing an IT Service Management (ITSM) system

• Experience implementing process improvements

• Experience authoring and publishing formal documentation, such as SOPs

• Ability to be forward-thinking with an innovative mindset, operate with a high degree of autonomy, and make critical decisions in a fast-paced operational setting

• Ability to work the required mid-day shift: 0900-1700 or 1000-1800

• TS/SCI clearance with a polygraph

• HS diploma or GED

• CompTIA Security+ certification

• ITIL 4 or ITIL 5 Foundations certification

Nice If You Have:

• Experience with ServiceNow or Remedy

• Possession of excellent written and verbal communication skills

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance with polygraph is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.