Business Automation Service Line Manager

Information Technology Huntsville, Alabama


Position: Service Line Manager, Business Automation

Location: Huntsville, AL

Clearance: Active Secret clearance


    • The Business Automation Service Line Manager (BA SLM) will be a primary knowledge resource within the IT organization for the BA line of business. The individual will provide support in the strategic planning process of the BA service line and in leading successful implementations of that service line through collaborative efforts with the engineering and development managers, other SLMs, and Government Stakeholders;
    • Collaborate with Government customer and business managers to assist in the development of an end-to-end service strategy for a variety of requirements addressing diverse business needs and technologies;
    • Develop annual service plan with quarterly updates;
    • Provide information about service improvements and collaborate with customer to effectively support MDA financial and program management capability needs;
    • Guide Service Review process to drive continuous improvement efforts for service area;
    • Work in conjunction with Program Management office (PMO) to identify areas for improvement, standardization, and environment improvements; work with management team to execute plan to make needed improvements;
    • Assist in managing the impact of future service enhancements, perform requirements analysis, define service levels and metrics, and provide cost recovery strategies for the service line offering;
    • Understand overall program vision; explore new technologies, trends, and technical innovation and provide recommendations; strengthen the innovation pipeline by developing, planning, and managing innovation concepts;
  • Navigate the complexities of the innovation landscape and foster connectivity and communications between all functional areas;
  • Work with PMO to drive innovation projects through the feasibility phase; assist in developing the business case and owning the business plan for each project and integrate into the overall budget plan; build engagement strategies to enable communication to reach the stakeholders in an effective, creative, and coherent way;
  • Develop/improve business processes for business automation services;
  • Develop/improve cost models;
  • Process new software as a service (SaaS) and other automation requests (Kinetic Service Requests (KSR)), and support and monitor requests once they become projects;
  • Initiate and execute repeated customer interface (new and current customers), at times including extensive consulting prior to an actual request;
  • Gather and manage requirements;
  • Coordinate request requirements and issues with other IC teams (Information Assurance, Enterprise Applications Services, Cloud, SharePoint, etc.); 
  • Provide request data to Government/SETA personnel for cost estimate development;
  • Develop board presentations for customer (or IC internal) requests; 
  • Socialize board presentations with PMO, contractor personnel, SETA personnel, and ICTM leadership prior to the board meeting;
  • Present new/revision requests to the Baseline Steering Committee (BSC)/Project Steering Committee (PSC);
  • Develop IT Service Catalog additions/updates; 
  • As needed, brief the CIO and other IC leadership on current status of tickets, projects, capacity, and system health;
  • Provide overall Service Line Management of the BA service line;
  • Support larger efforts such as the GM/Boeing IDE replacement as needed;
  • Write and coordinate responses to Requests for Proposal (RFP) and Technical Direction Letters (TDL). 

Relevant Certification:

  • PMP – if not currently certified, must obtain certification within 6 months
  • ITILv3 Foundation (prefer ITILv3 Intermediate Qualification: Service Strategy) preferable



    • Security clearance required
    • Experience evaluating technologies and making recommendations to senior management
    • Prefer experience in applying the ITILv3 framework; but must have knowledge of ITILv3
    • Experience in business analysis and business case development
    • Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information
    • Knowledge of industry trends pertinent to the discipline; must be able to demonstrate and articulate efficiency and effectiveness of service line models established in past endeavors;
    • BS, BA degree required or equivalent experience; MS, MA degree preferred
  • Must have a high level of interpersonal skills and the ability to successfully collaborate and communicate with team members to include other SLM’s, Operations Managers, Senior Program Management, and Government Stakeholders.