Manager, IT Service Management

X-energy LLC conducts a thorough recruiting process and will never issue offers without interview to discuss qualifications and responsibilities. All applications will be submitted via our company career page, www.x-energy.com/careers/. We will never ask you to provide payment information as part of the recruiting process. If anyone claiming to represent X-energy directs you in a manner otherwise, please contact us at www.x-energy.com/contact-us.

Job Description

This role will be responsible for project management for the definition, development, implementation, adoption, and maintenance of IT Service Management (ITSM) processes and tools, including the implementation and adoption of an ITSM tool. This role requires excellent leadership, communication, and project management skills and experience with ServiceNow, to ensure successful project delivery and alignment with business objectives.

 

Job Profile Tasks/Responsibilities:

• Define the scope of ITSM projects, including service design, transition, and operation.
• Set clear objectives, such as improving incident management, implementing change processes, or enhancing service catalog offerings.
• Collaborate with stakeholders (IT teams, business units, vendors) to understand requirements and develop an implementation strategy and roadmap.
• Facilitate, in collaboration with process owners, the definition of ITSM processes.
• Oversee the implementation of ITSM processes (e.g., Incident Management, Problem Management, Change Management).
• Monitor adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Evaluate and select ITSM tools (e.g., ServiceNow).
• Lead and manage the implementation and adoption of the selected ITSM tool.
• Collaborate with developers and administrators to ensure successful deployment, maintenance, operations, and adoption of the ITSM solution.
• Integrate tools with existing and/or new systems and processes.
• Detail and document project information, including objectives, scope, justification, scheduling, budgeting, communication strategy, risk identification and mitigation, and project activities, including planning, execution, and monitoring.
• Oversee the execution of the project(s) and ensure that assigned resources are carrying out their tasks efficiently while upholding the company's standards.
• Define KPIs (Key Performance Indicators) and establish SLAs (Service Level Agreements) to measure ITSM effectiveness, service performance, and compliance.
• Ensure that ITSM processes and solutions meet quality standards.
• Facilitate and conduct testing and validation of ITSM solutions.
• Lead change management initiatives to support the adoption of ITSM practices and tools.
• Identify training needs and support the development of programs and materials to enhance ITSM adoption and tool utilization.
• Represent assigned projects in planning and status review meetings, document ongoing project activities and status, and communicate project status and issue information to the management and project stakeholders.
• Proactively monitor progress and organize and facilitate project planning, weekly, reviews, retrospectives, and other project-related meetings.
• Organize project management tasks by establishing deadlines, prioritizing activities, allocating resources to different deliverables, and consistently assessing progress toward meeting objectives and deadlines.
• Maintain professional demeanor and behavior at all times in all forms of communication.
• Perform other duties as assigned by manager.

Job Profile Minimum Qualifications:

• Bachelor’s degree from an accredited university or college.
  • Four years’ additional experience in project management, or three years’ additional experience in project management with a PMP certification in lieu of a bachelor’s degree.
• Typically, ten years’ relevant experience in general IT project management, with recent experience in project scoping, planning, and scheduling. This includes developing master plans and milestones, managing risk, and cost-benefit analyses.
  • Five plus years’ experience in ITSM project management, specifically with ServiceNow implementations.
• Experience with process improvement and service delivery.
• Experience managing IT projects from initiation to completion.
• Experience with IT service management processes and tools.
• Experience with ITIL (Information, Technology, Infrastructure Library framework).
• Strong understanding of ServiceNow platform capabilities, and best practices.
• Knowledge of change management and risk assessment.
• Experience with Microsoft Project and Atlassian suite of tools.
• Experience identifying, collecting, and reporting metrics for measuring progress and quality.

Location:  530 Gaither Road, Rockville, MD

Work Site Expectations: 3-5 days in office
Travel Expectations: 10% (as needed for project assignment)
Hours:  Standard office hours are 8:00am ET to 5:00pm ET, Monday -Friday

Compensation

As required by Maryland and other applicable state law, X Energy, LLC (X-energy) lists the expected compensation range for a publicly advertised job opportunity based upon the job requirements (e.g. education/training, experience, skill sets, etc.).  Individual candidates who meet the job requirements for the posted position will be offered a salary within this range based on their respective levels of education/training, experience, and other qualifications unique to them.  Salary ranges may vary based on the specific office location and region referenced in the posting to take into consideration differences in cost of living and may not be reflective of all regions.  Please note that compensation ranges listed for US job postings reflect base salary only and do not include benefits or other incentives. 

A reasonable estimate for this position at the level of experience required is:

$143,820 - $199,750

Position Job Classification

Full time - Exempt

Benefits 

X Energy, LLC offers a robust benefits package that includes a 401K plan with an employer match, Medical/Dental /Vision Insurance, Life and Disability Insurance, Paid Time Off, and a Tuition Reimbursement/Professional Development policy that supports the continuing education of our employees. 

An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.   

X Energy, LLC participates in E-Verify. Please visit the links below for more information about E-Verify and the protection of your Right to Work. 

Right To Work Link:  If you have the right to work, don't let anyone take it away (e-verify.gov)

E-Verify Participation Link:  E-Verify Participation Poster English and Spanish