Incident and Service Request Manager

in Charlotte, NC

Incident and Service Request Manager Job

Job Description Job Attributes+

  • Job ID


  • Job Location

    Charlotte, NC 28277-3439, US

  • Job Category

    Engineering & Technology

  • Job Type


  • Clearance Level


  • Career Level


  • Travel


Job Description The Incident and Service Request Manager manages the lifecycle of all incidents and service requests. Integrates with all necessary practices to reliably and accurately report on incidents and service requests by service, individual business unit, and in total. Governs and maintains the Incident Management and Service Request Policy, Process, and Plan. Drives continual improvement of the Incident and Service Request Management practice. Provide recommendations related to continual service improvement in process and provide roadmaps that maximize the efficiency and effectiveness of Incident and Service Request Management. Maintain and report metrics related to KPIs. Collaborate with Enterprise stakeholders.


• Governs the incident and service request management process end-to-end.
• Improves process to ensure issues are resolved as quickly as possible and issues are routed to potential resolvers correctly the first time.
• Oversees development and improvement of the Service Request catalog
• Uses common terminology and standards for incident classification and priority levels across service centers
• When incidents are required to be transferred between service centers, ensures that the process is optimized to avoid unnecessary delays in overall incident resolution
• Tracks and reports progress for all Major Incidents
• Ensures process integrates effectively and efficiently with other existing business and IT processes
• Oversees efforts to build organizational understanding of process (e.g., purpose, outcomes, expected impact, rationale and need)
• Develops, implements and monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level
• Continuously analyzes process to determine gaps and identifies solutions to close said gaps
• Evaluates and addresses the cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process change
• Fosters productive partnerships with internal service delivery teams to ensure that the incident management and service request processes are adhered to and meets customers’ expectations
• Reports and presents results and findings, as well as actionable recommendations to senior leadership
• Maintains a broad understanding of various technologies utilized in BAE Systems environment inclusive of infrastructure and applications
• Mentors, defines and coordinates day-to-day responsibilities for junior staff reporting to this function

Leadership/Interpersonal Skills

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Facilitates resolution of issues through creative solutions, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
• Embraces change and is not limited to past or current thinking; willing to try new methods
• Considers novel ideas and thinks outside the box
• Clear understanding of value of initiatives with potential for a greater impact and return
• Adjusts and modifies approach based on circumstances
• Builds trust upstream and downstream
• Instills a sense of perseverance in driving to completion; escalates issues as needed with IT teams and senior leadership
• Builds effective relationships with teams to understand and commit to BAE Systems organizational goals; fosters goodwill and collaboration amongst teams and leads by exampleRequired Skills and Education

Bachelor’s Degree in IT Management or other related IT field

Demonstrated ability to translate ITIL principles into practice

5+ years of experience in IT Service Management

ITIL v4 Certification required

ITIL Certification higher than foundation level (e.g., intermediate, expert, master) is preferred

ServiceNow Experience

PMP/Agile certification a plus

Preferred Skills and Education

ITIL Certification higher than foundation level (e.g., intermediate, expert, master) is preferred

PMP/Agile certification a plus

About BAE Systems, Inc.BAE Systems is a premier global defense and security company with approximately 90,000 employees delivering a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support and services. People are the greatest asset in any Company. BAE Systems is committed to hiring and retaining a diverse workforce. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression

Additional Information

Who We Are

You're used to protecting what matters most.

Throughout your career in the military, you've been dedicated to improving security, defending freedom and making the world a safer place. Now you can continue that commitment through cyber operations, intelligence analysis, and building combat vehicles and electronic systems. We’re proud to provide solutions and services that advance the strength and security of America and our allies – and we’re honored to offer an environment where veterans and reservists can continue doing mission-centered work. In all that we do, we are guided by our company values – trusted, innovative and bold – understanding that it’s not just what we do, but how we do it that underpins our success.
+ The Organization

Our team has the privilege and the responsibility of knowing that the work we do really matters. Our work is vital to the armed forces personnel and major corporations who rely on us to protect, equip and support them where it counts; to the security and prosperity of the nations we serve; to our skilled and talented people; to the local communities where we are based; and to the wider community who invest in, supply and engage with us. At BAE Systems, everyone can make a difference.

+ The Culture

We believe that a diverse workforce inspires creativity and drives innovation. We respect and value the huge variety of skills, abilities and perspectives that our people bring to our business. We celebrate our differences and aim to recruit and develop talent from all backgrounds, championing the strength that a truly inclusive and collaborative workplace gives to our company culture and performance.

+ The Work

Enjoy a flexible environment that values your work-life balance and helps you perform at your best.

+ The Opportunity

On the job training, leadership programs, collaboration with leading experts – excellence is built into your career development whether you are just starting out as an apprentice or are an experienced professional.

+ The People

We’re united by trust, camaraderie and a shared ambition to lead the world in our field. It helps that we’re nice people too.

+ The Reward

See your contribution, making real change as breakthrough technology and intelligence solutions reshape the landscape for our customers.

What We Offer

+ Warrior Integration Program (Est. 2008)

This program was created to assist in the employment, transition, education, and development of wounded warriors. Through mentoring, partnership, education, and leadership, we vow to serve our veterans in the same manner they served our country. WIP provides mission-centered work that gives wounded warriors the opportunity to contribute, providing a path for career progression.

+ Camo to Corporate (Est. 2013)

Camo to Corporate underpins all of our military recruiting and veteran efforts. We participate in annual career workshops and partner with VA employment reps to identify opportunities for vets at BAE Systems. We’re also proud members of Joining Forces, the Veteran Jobs Mission and Hiring our Heroes - initiatives focused on helping vets and their spouses find meaningful careers.

Perks & Benefits

  • Veterans Support Network
    Veterans Support Network +-

    The mission of the Veterans Support Network is to help connect former service members, active duty members, reservists and those who are supportive of the Armed Services.

  • Health & Wellness
    Health & Wellness +-

    We offer medical plans that take great care of you and your family’s health and well-being. These include medical plans, prescription drugs, dental and vision, along with incentive programs and health saving and spending accounts.

  • Time Away From Work
    Time Away From Work +-

    Paid Time Off (PTO) provides you with paid time away from work that you can use for vacation, personal time, personal illness, or to care for dependents. You can accumulate up to a maximum of 400 PTO hours.

  • Military Leave
    Military Leave +-

    Full-time and part-time employees who serve in the military reserves are eligible to take paid and unpaid leaves of absence to perform military duty.

  • Employee Assistance Program
    Employee Assistance Program +-

    The EAP offers confidential support to manage personal issues, such as stress, family issues, and substance abuse.

  • Employee Discount Programs
    Employee Discount Programs +-

    BAE Systems partners with Beneplace to offer exclusive discounts on a variety of products and services.

  • Tuition Reimbursement
    Tuition Reimbursement +-

    Lifelong employee learning is critical to both your personal growth and that of BAE Systems as a trusted, innovative, and bold organization. That’s why we offer a tuition reimbursement program, so you can pursue advanced education to help further your career.

  • Adoption Assistance
    Adoption Assistance +-

    You can be reimbursed up to $4,000 for qualified adoption expenses through the Adoption Assistance program.

  • Financial Wellness
    Financial Wellness +-

    Plan for today, save for tomorrow. Our programs support your goals at every stage of life. These programs include 401(k) savings plans, life and accident insurance, disability coverage, home, auto, and pet insurance and legal planning.

Our Partners

G.I Jobs Hiring Our Heroes Veterans Job Mission Joining Forces Soldier for Life American Association of People with Disabilities

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