Mechanicsburg, Pennsylvania

Responsibilities for this Position

Location: USA PA Mechanicsburg
Full Part/Time: Full time
Job Req: RQ62085

Type of Requisition:

Clearance Level Must Currently Possess:

Clearance Level Must Be Able to Obtain:
Interim Secret

Public Trust/Other Required:

Job Family:
Program Management

Job Description:

Research and document requirements to develop SLAs to support customer needs

· Identifying and coordinating changes and integrating those in order to exceed customer expectations and meet SLA levels

· Collection, reporting, and analysis of SLA metrics for a large IT service contract, responsible for monthly and ad hoc reporting for Client

· Understanding foundational concepts of SLA Management and CSI

· Identifying metrics to be used to measure SLA across IT Service spectrum

· Coordinating project wide Continual Service Improvement (CSI) efforts to optimize operations for technical and cost efficiencies

· Leading the efforts and process to gather and create ITSM Process requirements or process improvements

· Leading process bench-marking to ensure fit for purpose and best in class process delivery / execution

· Acting as the supportive source of knowledge for SLA and CSI processes

· Works with operational and engineering organizations to implement SLA and CSI metrics

· Leading the project CSI effort

· Maintaining the accuracy of the Continual Service Improvement Registry

· Working with Customer Governance for CSI related approvals

· Supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities

· Working with process owners to implement and deploy CSI changes

· Leading the escalation / communication of risks and issues as appropriate

· Supporting the communication and training of Continual Service Improvement to operational and engineering team

QUALIFICATIONS: BA/BS degree or equivalent

5+ years experience

Scheduled Weekly Hours:

Travel Required:
Less than 10%

T elecommuting Options:
Telecommuting Not Allowed

Work Location:
USA PA Mechanicsburg

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.\n\nGDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


Mechanicsburg, Pennsylvania

General Dynamics is a global aerospace and defense company.

From Gulfstream business jets and combat vehicles to nuclear-powered submarines and communications systems, people around the world depend on our products and services for their safety and security.

We offer a broad portfolio of innovative products and services in business aviation; combat vehicles, weapons systems and munitions; IT and C4ISR solutions; and shipbuilding and ship repair.

General Dynamics employs thousands of people across the globe, with locations in more than 45 countries. We rely on the skills of our employees and their knowledge of customer requirements to deliver best-in-class products and services.

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