Chenega Corporation Jobs

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