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Service Catalog Manager
Ref No.: 21-00023
Location: McLean, Virginia
Are you passionate about technology? Join our growing team! AboutWeb, an award-winning IT solutions company, has been providing excellence in product development, application design, and cybersecurity solutions, since 1998. We are a diverse blend of engineers, developers, and cybersecurity professionals, providing cutting-edge solutions to real-world issues and solving problems for clients.
AboutWeb is a subsidiary of Penacity, LLC.

Role: Service Catalog Manager
Location: Temporary WFH due to COVID-19 | McLean, VA
  • Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
  • Ensure that the Service Catalog Management process is fit for purpose.
  • Ensure that the Service Catalog is available, accurate, and meets IT Service Provider and End User needs.
  • Obtain and verify information to be included in the Service Catalog from the authorized Service Owners and other information providers.
  • . Assist with the production and maintenance of accurate links to Service Level Agreements, Operating Level Agreements, Underpinning Contracts, the Service Portfolio, and the corresponding maintenance procedures.
  • Ensure each service has an identified Service Owner and Provider.
  • Record and manage all complaints and escalate, where necessary, to reach resolution.
  • Analyze and review Service Catalog and SLM agreements for referential integrity, and to ensure that the catalog and agreements consider the same service dependencies.
  • Organize and maintain the regular Service Catalog review activities with both Customers and Service Owners including.
  • Audit the Service Catalog Management process.
  • Coordinate and facilitate Service Catalog Management meetings to assess Service Catalog quality and value and to address any actionable gaps.
  • Ensure the publication of new Service Offering
  • Ensure that the information in the Service Catalog is consistent with information in the Service Portfolio.
  • Experience performing the tasks above for a large IT organization.

Required Skills
  • Bachelor's degree or relevant experience
  • 5+ years direct work experience in managing the business of IT including a minimum 2 years' experience with direct responsibility in the service catalog management field.
  • Strong knowledge of ITIL v3 Processes, especially Service Catalog Management. Familiarity with ITIL v4.
  • Familiarity with Infrastructure technology - preferably network operations and voice/video services
  • Strong documentation, process analysis, design, and process improvement.
  • Experience in IT Operations Management disciplines
  • ITIL Foundation Certified (v3 or v4) with at least one ITIL intermediate certification (or equivalent experience).
  • Experience using ticketing tools such as BMC Remedy, Service Now, or similar.
  • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences.
  • Self-driven and ability to work independently.
  • Have great degree of technical understanding and literacy.
  • Strong customer service, analytical, research, interpersonal and problem-solving skills required.
  • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint.
  • Ability to obtain and maintain a Public Trust.


If you are interested in applying for this job, or if you know someone who is (we offer referral bonuses), please get in touch with us at careers@aboutweb.com.

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