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Manager I, ISD Service & Resource Management

Location: VA Vienna - Headquarters Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To serve as provider and subject matter expert (SME) for an assigned area delivering service to the organization. To provide forward-looking, industry perspective and is responsible for the full lifecycle process of the service including definition, execution, and governance. To develop and implement resource strategy for the respective service.
The Manager I will oversee services with medium to high complexity and/or low to medium maturity (Service impact - medium breadth and depth). Blend of well-defined and new services with planned re-engineering in process or planned. They will work with limited input and direction from Service Owner. Partners with Vendor Management Office to participate in contract analysis and competitive market assessment for vendor selection process.


• Develop and define clear core work definitions, process flows and operating models; demonstrate the complete life cycle and capabilities of the Service 
• Guide and analyze benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
• Bring external perspective and ideas from relevant sources, keep current with technology, government/policy impacts and industry best practices 
• Partner with Enterprise Architects to determine and define the technical architecture required to implement and support the Service
• Evaluates the performance and trends of assigned services to customers, including defined KPIs and SLAs and ensures service levels are achieved in line with SLAs and SLOs 
• Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
• Ensure effective and efficient allocation of staff resources (supply) to service projects and initiatives (demand) by scoping out length and duration of projects 
• Establish workforces by identifying the skills required to fulfill project portfolio needs and provide a steady availability of high quality resources 
• Perform benchmarking and trend analysis to incorporate continuous improvement or defined enhancements into the Service(s) functions 
• Partner with ISD Resource and Vendor Managers to ensure that the right resources (skills, competencies, team size) are available and obtainable 
• Provide constructive and actionable feedback to resources, Resource Managers and Vendor Managers to ensure 
expected performance and satisfy service SLAs
• Ensures compliance with Navy Federal’s ISD standards, practices and processes
• Ensure clear, concise and effective communication of material
• Performs supervisory/managerial duties:
o Ensure adequate/skilled staffing; select employees
o Establish performance goals and priorities
o Prepare, conduct and review performance appraisals
o Develop, mentor and counsel staff
o Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
o Ensure section/branch goals and objectives align with division/department strategy
o Ensure efficiency of operations
o Leadership Level
• Perform other related duties as assigned

Qualifications – All required unless otherwise noted:

• Bachelor’s Degree in Information Technology, Computer Science or other related field
• Exposure to leading, guiding and coaching professional staff
• Exposure to resource allocation and management
• Exposure to managing personnel and information technology resources
• Working knowledge of Service Life Cycle
• Effective verbal and written communication skills
• Effective research, analytical, and problem solving skills
• Effective in producing desired results and achieving goals and objectives
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely
• Working knowledge of development or operations framework methodologies, including Information Technology
Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.
• Effective skill relationship building, negotiation and facilitation skills
• Desired – Knowledge of NFCU operations, processes and procedures
• Desired – Certification in appropriate area: PMP, ITIL, etc.

Monday-Friday, 8:00AM-4:30PM

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability