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NANA Service Management Lead (Manual) - Public Trust Required in San Antonio, Texas

Service Management Lead (Manual) - Public Trust Required


Akima Global Technology (AGT) is a technology solutions,program management and support company that collaborates with technologypartners and the Federal Government to deliver IT, management, staffing,recruiting, contracting and logistics services. AGT utilizes an innovativeapproach that ensures faster time-to-benefit and maximizes clients' return oninvestment. Our personnel enjoy competitive benefits packages and challengingroles in work environments committed to innovation, diversity and opportunity forcareer growth. As an Alaska Native Corporation (ANC), 100% of our company’sprofits go back to our 14,300 Iñupiat shareholders that have resided near andabove the Arctic Circle for more than 10,000 years. Our business helps supporttheir way of life and contributes to the survival of a culture that has thrivedin a challenging environment.

Job Summary:

The chosen candidate will join our team in assisting Federal Health agencies, such as Veteran Affairs (VA), Defense Health Agency (DHA), and Federal Drug Administration (FDA), implement an integrated systems program; supporting health systems and facilities to deliver a single modernized technology platform. The team will transition existing systems, and implement proposed applications while maintaining the IT services supporting a large number of health services personnel.

The Service Management Manual Manager (SMM Manager) is responsible for planning and implementing the Service Management Manual (SMM); including its overall taxonomy, organization, and management.Drives all the Integrated Service Providers for adoption, participation, and compliance with the SMM and ensures the continual maturity of the SMM, and the drive to single processes.


Specific roles and responsibilities for the SMM Manager include:


Lead a team to develop and maintain the Service Management Manual (SMM) for coordination, management, and reporting of the Integrated Service Providers across the Integrated Environment.


Manages the processes and procedures to support the Integrated Environment, such that the objectives, scope, and principles of the Integrated Environment are achieved.


Ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM.


Verify and report on the effective compliance with the SMM policies, processes, and procedures by the Integrated Service Providers, Customers, and other vendors.


Document issues with the SMM with the service desk as Problems and resolve these issues through the Problem Management practice.


Manage corrective actions with the Integrated Service Providers and validate required changes.


Have experience in automating processes using AIOps, RPA, and other tools


CONUS/OCONUS travel up to 10% of the time may be required.


Minimum Qualifications:

  • Previous experience in VA, DHA, and/or FDA strongly preferred

  • Experience in executing the Information Technology Service Management (ITSM) framework (ServiceNow highly desired) including best practices such as Information Technology Infrastructure Library (ITIL)

  • Previous experience with SIAM or MSI highly preferred

  • Proven ability to establish and maintain good influential working relationships with both internal and external senior stakeholders

  • Must have Public Trust clearance.


  • Bachelors and four (4) years or more of related experience; Masters and two (2) years or more experience


  • ITIL v.4 Foundations or ability to obtain in first month required

  • Advanced ITIL 4 Certifications preferred

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Program & Project Management

Primary Location: US-TX-San Antonio

Shift: Day Job

Req ID: AGT00104