Job Information
Chenega Corporation Service Delivery Manager in Springfield, Virginia
Summary
The Service Delivery Manager oversees a number of key functions on the program that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Responsibilities
Maintain high performing service support by providing vison and Service Strategy across EMS functions
Provide regular and accurate management reporting on IT Service performance
Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review
Monitor, control and support service delivery, including ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and develop a strong understanding of projects impacting EMS and ensure service impact is minimized and agreed
Be accountable for the quality of service and performance
Drive internal and third party service review meetings covering performance, service improvements, quality, and processes
Lead all operations-related processes
Oversee and manage day-to-day operations of technical services under the contract
Guide and direct performance of contract personnel to ensure timely delivery to customers removing any obstacles to superior performance
Understand and work to provide the services outlined in the performance work statement in accordance with service level agreements
Foster an environment of collaborative communication with all internal and external partners including the operations centers and the enterprise service center
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion, in a timely manner
Effectively deliver and manage Staff Management, including recruitment, mentoring, training, and target setting and performance assessment
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Engage in supervisory responsibilities
Other duties as assigned
Qualifications
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
Master’s degree in financial, management, computer science, communications, engineering, or IT-related disciplines OR
20+ years experience managing complex IT operations
Experience:
10+ years previous technical experience, including prior experience managing technical teams
10+ years leading, managing, and overseeing large-scale enterprise operations and support teams
7+ years managing an IT operations center, including Enterprise
Experience using enterprise ITSM toolsets, including BMC Remedy or Service+ TS/SCI clearance required
Knowledge, Skills and Abilities:
Ability to travel
Demonstrated experience in enterprise IT operations with emphasis in NGA or IC managed services is desirable
IT Service Management Practitioner Certified is desirable
ITIL v4 Intermediate or Expert certification is desirable
Foundation level certification in ITILv3 or bridge course; Security+ is desired
Ability to work independently and yet be effective within a team setting
Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent Microsoft Office skills (Word, Excel, and other applications)
Experience working in a home office setting
Ability to train end users on frequently asked technical issues
Ability to provide technical assistance and support over the phone
Good phone skills, professional demeanor, and previous customer service experience strongly desired
Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
#Chenega Agile Real Time Solutions, LLC