Service Owner

Koniag IT Systems LLC a Koniag Government Services company is seeking a Service Owner to support KITS and our government customer Washington DC. This position is hybrid requires 3 days onsite. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systems a Koniag Government Services company is seeking an experiencedService Ownerto support enterprise Network Operations Center (NOC) Help Desk/Service Desk and IT administrative and operational support services for a federal government client. This role serves as a critical operational accountability position responsible for the end-to-end ownership performance quality and continual improvement of assigned IT services across a comprehensive 24x7 enterprise IT operations and sustainment program delivered through an Agile ideal candidate is a seasoned IT service management and operations professional with demonstrated experience owning and managing enterprise IT services within a complex multi-functional federal IT environment. This individual must be a proactive outcomes-focused leader capable of driving service quality stakeholder satisfaction operational accountability and continual improvement across the full lifecycle of assigned servicesfrom design and transition through ongoing operations and position requires the ability to obtain and maintain a government background investigation PIV credentials and all requisite IT access authorizations prior to performing work. Primary work will be performed at the client site and approved remote/telework Service Owner will serve as the single accountable point of responsibility for the end-to-end performance quality and continual improvement of one or more assigned enterprise IT services. This individual acts as the primary advocate representative and accountability owner for their assigned servicesensuring that services are designed delivered measured and continuously improved in alignment with Government requirements contractual SLA targets ITIL 4 service management principles and the broader program delivery strategy. The Service Owner works closely with the Service Management Lead functional team leads technical engineers the NOC and Service Desk Manager program leadership and Government stakeholders to ensure assigned services consistently meet or exceed performance expectations and deliver measurable value to the end-user responsibilities will include but are not limited to:Service Ownership & Accountability:Serve as the single accountable owner for the end-to-end performance quality availability and continual improvement of all assigned enterprise IT services throughout their full service a comprehensive current understanding of all assigned services including their technical architecture dependencies user populations performance characteristics known issues improvement opportunities and alignment with Government mission and maintain service definitions service descriptions and service catalog entries for all assigned services ensuring documentation is accurate current and accessible to all relevant assigned services in all relevant program forums including Sprint ceremonies service level reviews Change Advisory Board (CAB) meetings stakeholder briefings and program management reviews serving as the authoritative voice of the assigned services are delivered in alignment with applicable contractual requirements SLA targets ITIL 4 service management standards client policies and Federal IT compliance identify and escalate service risks performance degradation trends and emerging issues to the Service Management Lead and program leadership with recommended courses of Performance Management:Own the performance measurement framework for all assigned services defining tracking and reporting on key performance indicators (KPIs) SLA metrics and operational health indicators that accurately reflect service quality and value assigned service performance in real time proactively identifying SLA breach risks performance trends and quality degradation and coordinating immediate corrective action with relevant functional leads and technical regular service performance reviews analyzing performance data incident trends user feedback and customer satisfaction results to develop a clear data-driven understanding of service health and improvement and present service performance reports and briefings for program leadership and Government stakeholders communicating service health SLA compliance improvement initiatives and risk status in a clear actionable all service performance data is accurately reflected in the programs ITSM metrics dashboard and monthly reporting Level Management:Own the service level commitments for all assigned services ensuring SLA targets are clearly defined consistently measured accurately reported and actively managed throughout the period of with the Service Management Lead to develop review and refine SLA targets measurement methodologies and reporting formats in coordination with the Government COR and program all contractual SLA targets for assigned services are met or exceeded developing and executing corrective action plans promptly when performance falls below acceptable quality accurate and complete service level performance records in the ITSM platform supporting audit readiness and trend analysis & Problem Coordination:Serve as the service-level escalation point for all significant incidents and problems affecting assigned services ensuring timely resolution effective communication and appropriate prioritization of recovery with the NOC and Service Desk Manager functional leads and technical engineers to ensure incidents affecting assigned services are triaged escalated and resolved in accordance with defined SLA targets and incident management process post-incident reviews are conducted for all Priority 1 and significant incidents affecting assigned services contributing service-level perspective to root cause analysis activities and tracking corrective action implementation to participate in the problem management process for assigned services ensuring root causes of recurring and high-impact incidents are investigated documented and permanently resolved to reduce incident volume and improve service known errors and workarounds related to assigned services are accurately documented in the known error database (KEDB) and communicated to relevant support & Release Coordination:Serve as the service-level authority for all changes and releases affecting assigned services ensuring changes are properly assessed for service impact scheduled appropriately and implemented without degradation to service availability or in Change Advisory Board (CAB) activities for changes affecting assigned services reviewing change requests assessing service risk and providing service-level input to change approval with technical leads and the Service Management Lead to ensure post-implementation reviews are conducted for significant changes to assigned services documenting outcomes and lessons the forward schedule of change for assigned services is accurately maintained and communicated to all relevant stakeholders proactively identifying and resolving scheduling conflicts and service impact Service Improvement:Lead continual service improvement (CSI) activities for all assigned services establishing a structured data-driven approach to identifying prioritizing planning and executing service improvement initiatives throughout the period of and maintain a service improvement plan for each assigned service documenting improvement objectives planned activities responsible parties timelines and measurable success service performance data incident trends problem records user feedback customer satisfaction results and Sprint Retrospective outcomes to identify improvement opportunities and develop actionable improvement and report on the status and outcomes of all active service improvement initiatives for assigned services ensuring improvements are measurable achievable and aligned with program objectives and client a culture of service ownership and continual improvement within the functional teams supporting assigned services encouraging proactive identification of improvement opportunities and recognition of improvement Engagement & Customer Success:Serve as the primary point of accountability and communication for Government stakeholders regarding the performance status and improvement of assigned services building strong trust-based relationships that support effective collaboration and transparent and maintain a thorough understanding of the business needs mission objectives and user experience expectations of the Government stakeholders and end-user communities served by assigned engage with stakeholders to solicit feedback on service quality user experience and unmet needs incorporating feedback into service improvement planning and delivery prioritization with the Customer Success and Service Delivery function to ensure service communications training materials and adoption support activities are aligned with assigned service capabilities and improvement customer satisfaction survey results for assigned services are monitored analyzed and acted upon targeting at least 90% satisfied or very satisfied responses in accordance with contractual performance & Documentation Management:Ensure comprehensive accurate and current service documentation is maintained for all assigned services including service descriptions technical architecture documentation operational runbooks known error records and service improvement to and oversee the quality of knowledge base articles related to assigned services ensuring articles are accurate accessible and effectively support incident resolution and self-service knowledge transfer activities during transition-in and transition-out periods ensuring all service-level knowledge documentation and institutional understanding is effectively captured and and Experience:Required:Bachelors degree in Information Technology Computer Science Business Administration Information Systems or a related field from an accredited college or of 5 years of experience in IT service management service delivery or enterprise IT operations within a federal government IT contracting experience owning or managing enterprise IT services including end-to-end accountability for service performance SLA compliance stakeholder engagement and continual improvement working within ITIL-based ITSM environments including practical application of incident management problem management change management service level management and knowledge management developing and presenting service performance reports and briefings for Government to obtain and maintain a government background investigation PIV credentials and all requisite IT access authorizations prior to performing :Prior experience serving as a Service Owner or equivalent on a federal IT O&M program of comparable scale and integrating ITIL 4 service management practices with Agile delivery methodologies in a federal IT Skills and Competencies:Exceptional communication skills in Englishboth written and oralwith the demonstrated ability to communicate service performance data improvement recommendations and service status clearly and effectively to both technical teams and senior Government service ownership skills with demonstrated ability to maintain end-to-end accountability for service performance quality availability and improvement across complex multi-functional enterprise IT knowledge of ITIL 4 service management practices including incident management problem management change management service level management knowledge management and continual service improvement with demonstrated ability to apply these practices pragmatically within a 24x7 federal IT analytical skills with demonstrated experience analyzing service performance data incident trends SLA metrics and customer satisfaction results to identify root causes improvement opportunities and corrective developing and maintaining service performance measurement frameworks including KPI definition data collection analysis and reporting for Government participating in or supporting Change Advisory Board (CAB) activities including service impact assessment and change risk evaluation for assigned ability to develop and execute structured service improvement plans tracking improvement activities to measurable stakeholder engagement skills with demonstrated ability to build and maintain effective working relationships with Government clients end-user communities and cross-functional technical developing and maintaining service documentation including service descriptions operational runbooks known error records and service catalog with enterprise ITSM platforms (e.g. ServiceNow) for incident problem change and service level management process execution and of enterprise IT operations functional areas including NOC operations service desk support network engineering Microsoft infrastructure and cloud operations sufficient to effectively own and manage cross-functional enterprise IT with federal IT security and compliance requirements including FISMA NIST SP 800-53 CUI handling and applicable FAR provisions as they relate to service ownership and documentation organizational skills with the ability to manage multiple concurrent service ownership responsibilities improvement initiatives and stakeholder relationships with a high degree of accuracy and Skills and Competencies:ITIL 4 Foundation certification or higher (e.g. ITIL 4 Managing Professional ITIL 4 Strategic Leader) with demonstrated experience applying ITIL 4 practices within a federal IT O&M Certified System Administrator (CSA) or equivalent ITSM platform proficiency or Scrum certification (e.g. Certified Scrum Master (CSM) SAFe Agilist PMI-ACP) or demonstrated equivalent experience supporting Agile delivery programs within a federal IT Management Professional (PMP) or equivalent program/project management with Power BI or equivalent data visualization tools for service performance dashboard development and of Zero Trust Architecture principles (NIST SP 800-207 OMB M-22-09) and their practical application within a federal enterprise IT service management with enterprise knowledge management including knowledge base administration article lifecycle management and utilization analytics within an ITSM with customer success and service delivery management practices including service adoption strategies user communications and customer satisfaction measurement supporting audit readiness activities and maintaining organized service-level compliance evidence files within a federal IT program with Section 508 compliance requirements for enterprise IT services and digital tools delivered under federal with continual service improvement program development and management including application of data-driven improvement methodologies within a federal IT O&M with contract service level management and performance reporting requirements within a federal IT services Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352