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Incident / Change Manager Colorado Springs

Colorado Springs, CO, US
Job Description The Incident Manager on the IMCOMCYS contract is responsible for the day to day management of the Customer Service Desk (CSD), providing oversight of Incidents and Problems using ITIL framework processes. The Incident manager will also act as the IMCOM CYS Change Manager for the organization. This position assists in forming process and operational strategies to optimize efficiencies and effective service delivery to our customer across the CSD and matrix organizations The Incident manager will support the development and implementation of procedures to manage Incident, Problem and Change, coordinating with major stakeholders and using Serco best practices. Establishes Work procedures and standards to improve efficiency and effectiveness of assigned operations. Responsible for ensuring compliance with established client standards. The Incident Manager is responsible for the lifecycle of service delivery to the customer from an operational perspective. This position reports to the IMCOM/CYS Service Delivery Manager. Coordinates activities of Customer Service Representatives and System Administrators. Fields calls and inquiries from the customer with concerns and questions. Facilitates resolution to complex problems. Ensures the quality of customer information in computer system. Familiar with a variety of concepts, practices, and procedures within a particular field. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under limited supervision. Typically reports to a manager. A wide degree of creativity and latitude is required.

Change Management Responsibilities
In addition to managing the CSD day to day Incident Management, this position, in conjunction with peer Incident Managers, will be responsible for the oversight and management of changes impacting IMCOM/CYS. The position shall support the development, implementation and acceptance of the change management process and procedures. The incumbent will work with the ServiceNow technical team to create standardized templates for Standard, Normal and Emergency, providing consulting and support to teams that participate in the change process. This position shall be responsible for reporting on all changes and, as required, chair both the CCB and CAB.
Required Skills Bachelor's degree preferred and 4-6 years; 2 years supervisory -Ideal candidates will possess 3 to 4 years of Incident and Change Management experience -Candidate must have experience in managing/developing processes and procedures -Candidate must have at least 3 years of leadership experience in a matrix environment -Ideal Candidate will possess experience with VDI, Video, remote management tools, Service Desk or technical management in one of these fields. -Candidate must be self-directing and possess excellent communication and documentation skills. -Experience in ITIL (Fundamentals at minimum) -Experience with an ITSM SaaS product, ServiceNow preferred -Candidates must successfully undergo a background investigation -This position supports a U.S. Government Contract whose terms require Serco to staff it only with U.S. Citizens.
Employment Type Full time
Career Level
Job ID 52472657
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world’s leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. Our focus on Bringing Service to Life is more than a tagline, it’s the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaCall Center/Help Desk Operations
DepartmentWith a core customer set that includes Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS), the CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. They unit delivers document processing, outbound call centers, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.
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