Information Technology Manager V

TalentWerx

IT Manager responsible for IT Service Management activities for Cloud One project at Aether Aerospace. Collaborating with government stakeholders and cross-functional teams to enhance service delivery.

Posted 6/18/2026full-timeHanscom AFB • Alabama, Massachusetts • 🇺🇸 United StatesSeniorLead💰 $135,263 per yearWebsite

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Hard Skills

service blueprintscustomer journey mapsservice ecosystem modelsIT Service Management (ITSM)ITILcloud environmentsservice delivery modelsoperational support processesdata analysisservice performance metrics

Soft Skills

leadershipstakeholder managementcommunicationinterpersonal skillscollaborationproblem-solvinginnovationfacilitationstrategic thinkingcustomer focus

Tools & Technologies

ServiceNowCloud One ACSSITSM platformsKPI monitoring toolsSLA management toolsincident management systemsproblem management systemschange management toolsservice delivery documentation toolsperformance reporting tools

Certifications & Qualifications

Bachelor's degree in Information TechnologyBachelor's degree in Business AdministrationMaster's degree in related fieldDoD 8570 / 8140 IAT Level II certificationAWS certificationAzure certificationGoogle Cloud certification

Industry Keywords

human-centered designservice design strategiescontinuous improvementcontractual requirementssecurity policiesorganizational standardscustomer satisfactioncross-functional teamsgovernment stakeholdersservice optimization

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Develop and maintain service blueprints, customer journey maps, and service ecosystem models to improve end-to-end service delivery.
Lead human-centered design activities, including stakeholder interviews, workshops, surveys, and service assessments to identify improvement opportunities.
Advise Government stakeholders on service design strategies, roadmaps, and adoption of customer-focused service management practices.
Identify and address complex operational, technical, and policy-related challenges through innovative service design solutions.
Lead the planning, design, implementation, and continuous improvement of IT services supporting the Cloud One ACSS program.
Collaborate with Government customers and cross-functional teams to ensure services align with mission requirements, business objectives, and user needs.
Develop and maintain service delivery processes, workflows, and documentation using IT Service Management (ITSM) best practices.
Facilitate stakeholder engagement sessions, service reviews, and process improvement initiatives to enhance customer experience and operational performance.
Establish and monitor service performance metrics, KPIs, SLAs, and customer satisfaction measures to drive continuous improvement.
Coordinate with engineering, operations, cybersecurity, and support teams to identify and resolve service delivery challenges.
Support governance, change management, incident management, problem management, and continual service improvement activities.
Analyze operational data and customer feedback to identify trends, risks, and opportunities for service optimization.
Provide leadership and guidance on service management strategies, policies, and procedures.
Prepare and present service performance reports, recommendations, and strategic insights to program and Government leadership.
Ensure compliance with contractual requirements, security policies, and organizational standards.
Support Cloud One modernization initiatives and the adoption of new technologies, processes, and capabilities.
Ensure 100% of planned hours are worked and recorded
Identify and forward to leadership opportunities that could lead to growth within your work area
Participate in growth efforts as requested
Ensure all contractual deliverables are met or exceeded to the customer’s satisfaction
Complete personal PDP and attend Staff Meeting and Storytime (with camera on)
Build productive and positive professional relationships with clients within your program
Execute all contract requirements as assigned in accordance with the contract‑specific LCAT and requirements.
Perform other related duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Business Administration, or a related field and a minimum of 12 years of experience, or a Master’s with 10 years of experience.
Experience implementing and supporting ITSM frameworks and best practices, including ITIL
Experience with ServiceNow or other IT Service Management platforms
Strong understanding of cloud environments, service delivery models, and operational support processes
Demonstrated ability to lead cross-functional teams and collaborate with Government, technical, and business stakeholders
Strong communication, interpersonal, and stakeholder‑management capabilities
Current DoD 8570 / 8140 IAT Level II certification
One or more cloud certifications (AWS, Azure, Google Cloud, or equivalent) required

Benefits

Comp & perks

Competitive compensation
Health and wellness programs
Income protection
Paid leave
Retirement and savings.