Duties

Summary

This position is located in the Office of Managing Director, Technology Enterprise Operations, Technology and Resiliency Solutions (T&R) Division, Information Technology Center, Federal Communications Commission located in Washington, DC.

Relocation expenses will not be paid.

THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.

Learn more about this agency

Responsibilities

FCC's Service Delivery Manager (SDM) will be responsible for ensuring the Commission's infrastructure and its services are up and running meeting predefined Service Level Agreements (SLAs) or establishing SLA's that do not exist, ensuring daily IT operations and service delivery are properly executed, developing infrastructure and capacity plans to meet business growth, managing infrastructure projects, applying policies / rules and promoting them across the team, managing IT Helpdesk, Deskside Support, Hardware/Software, AV, and Tier 3 support.

The SDM will also identify stakeholder needs and oversee the delivery of the services within the context of IT business. The SDM will develop and implement ITSM foundations by establishing processes, as it relates to FCC's Bureaus, and providing consistently high levels of customer service in a cost-effective manner. FCC's Service delivery manager will be responsible for establishing a positive relationship with customers, and provide continual service improvements.

The SDM will also leverage existing capabilities (e.g., ServiceNow ITSM) and agencies IT tools to create a streamlined and data driven service experience, automate workflow enhancements.

• Utilizes standard project management (i.e., PMI standards) tools and techniques to manage all stages of IT internal and IT projects which impact service component IT architecture which entails project initiation, planning, execution, monitoring, and controlling, and closure utilizing project planning software and tools.
• Develops and/or employs tools and methods to track progress throughout the project life cycle. Applies expert technical knowledge to ensure project schedules and objectives are accomplished in accordance with established milestones. Convenes regular in-progress reviews and maintains productive interaction with all stakeholders; and adopts best business practices.
• Employs managerial techniques and quantitative analysis, to monitor work in progress, and evaluate the status and progress of work accomplished in terms of quality, efficiency, and effectiveness in achieving objectives. Updates plans and recommends business process changes in response to evolving circumstances, resources, objectives, and ensures deadlines and priorities are met.
• Coordinates with stakeholders to ensure appropriate interests are represented, functional requirements are included in analyses and designs, business practices are addressed and/or redesigned, and incorporates stakeholder feedback.
• Work with the internal stakeholder liaisons to engage and communicate with Bureau team leaders and IT Stakeholders to determine the organization's critical services, delivery criteria, and solutions for issues that may arise.
• Builds Partnerships: Create business partnerships and liaise with team leaders to create a culture of customer service. Regularly survey customers to assess the effectiveness
• Tracks service delivery metrics to identify trends and investigate root cause. Evaluates trends against contract SLAs and customer needs. Recommends and implements changes to address trending issues and improve customer service and satisfaction.
• Ensure continual business service processes are efficient and cost-effective, while providing avenues to reduce costs without affecting the overall posture of the IT services.
• Responsible for accessing service delivery methods and results against business goals. Develops cross-team collaboration to increase business benefits.
• Provide input and recommendations into IT technology investments to include lifecycle replacement, service enhancement, and design/implementation of new solutions to support emerging business needs.
• Develops recommendations for and participates with other Agency IT Subject Matter Experts in the assessment of emerging technologies for the enhancement of information security; and information assurance enforcement, analysis, and monitoring, as well as off-the shelf technologies that may enhance capabilities of existing FCC applications and systems.
• Oversees IT contracts and serves as Contracting Officer Representative (COR) in administering contracts for acquisition, maintenance and support of information systems. Ensures contractors adhere to established standards in relation to accuracy, security and synchronization of data in the Center databases and information systems.
• Provides expert technical advice and assistance to the contracting officer, program manager and staff for contracted work. Develops IT service and equipment: (a) Performance Work Statements (PWS), (b) independent government cost estimates (IGCEs), (c) Performance Requirements Statements (PRS); and (d) Quality Assurance Plans (QASP) for IT.
• Partners with the IT Security team to security FCC IT systems and services. Participates in recurring security review and technology coordination meetings. Assess IT risk and vulnerabilities to the FCC General Support.
• Performs other duties as assigned.

Travel Required

Occasional travel - Less than 20% for training or conferences.

Supervisory status
No

Promotion Potential
14 - No known promotion potential

Requirements

Conditions of Employment

• Security Clearance Required
• US Citizenship.
• Males born after 12/31/59 must be registered with Selective Service.
• Must submit a financial disclosure statement upon assuming the position.
• Drug Testing Required
• Serve a probationary period of one year, if applicable.

Please note your resume must thoroughly support your responses to the vacancy questions. Your resume is an integral part of the process for determining if you meet the basic qualifications of the position and determining if you are to be among the best qualified.

DELEGATED EXAMINING (DE) - ALL U.S. CITIZENS and MERIT PROMOTION (MP). Individuals who typically apply for positions under other authorities may also apply under DE (e.g. VRA, Schedule A, Peace Corps, Students, Recent Graduates, Military Spouses, National Guard, Indian Preference, Land Management, Family of Overseas Employees, Excepted Service). MP candidates include Federal Employees, Agency Employees, VEOA, ICTAP, etc. Indicate how you wish to be considered.

Qualifications

Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Current Federal employees must meet time-in-grade requirements by the closing date of this announcement.

Individuals must have IT-related experience demonstrating each of the four competencies listed below.

1. Attention to Detail - Reviews technical and design specifications and action plans with milestones. Is thorough when performing work and conscientious about attending to detail.

2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

3. Oral Communication - Provides technical advice and consultation to top level officials. Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; and listens to others, attends to nonverbal cues, and responds appropriately.

4. Problem Solving - Assesses IT needs of customers, determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

Specialized Experience: Applicants must have a minimum of one year of specialized experience equivalent to at least the next lower grade level in the Federal service.

For this position, specialized experience includes the following:

GS-14: Experience troubleshooting and resolving complex IT project management problems related to delivery of services; experience managing technology projects from development through implementation; experience writing customer specific business case analysis for systems development and operational projects; and experience serving as consultant during the systems development process.

PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

You will be evaluated for this position on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs):

1. Knowledge of local area networks (LAN) and network wide area networks (WAN).

2. Skill in providing customer service to ensure service level agreements are met.

3. Ability to utilize Project Management tools and principles to schedule tasks.

4. Ability to develop technical documentation.

5. Ability to present information orally to diverse groups on technical IT related topics.

Education

Additional information

EEO Policy Statement Reasonable Accommodation Policy Statement Veterans Information Legal and Regulatory Guidance

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applicants will be rated ineligible, if they do not respond to job specific questions provide supplemental documents and submit resume. For more information, please click on Rating Process.

All applicants will be rated on the extent and quality of experience and education relevant to the duties of the position. The FCC determines the BEST QUALIFIED CANDIDATES based on the major job related competencies and evaluation of your knowledge, skills, and abilities reflected in your application and supporting documents using the CATEGORY RATING PROCESS. All eligible applicants under Delegated Examining (DEU) will be placed in one of the following three categories:

1. Highly Qualified (Score 90-100) - the applicants possessing a background that demonstrates a superior level of major job related competencies and possession of all evaluation criteria;
2. Fully Qualified (Score 80-89) - the applicants possessing a background that demonstrates a satisfactory level of major job related competencies and possession of the evaluation criteria; and
3. Minimally Qualified (Score of 70-79)- the applicants possessing only the specialized experience described in the vacancy announcement.

An automated score is administered based on the on-line application process used. Eligible applicants will receive a numerical rating based on their responses to the job specific questions for this position.

Application of Veterans Preference: The category rating process does not add veterans' preference points or apply the "rule of three" but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and who have compensable service-connected disability at least 10 percent MUST be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher.

A selecting official may make selection from the highest quality category ("HIGHLY QUALIFIED") provided no preference eligible in that category is passed over to select a non-preference eligible in the same category.

Applicants under Merit Promotion will be considered in accordance with the agency's merit promotion plan and union agreement.

There are several parts to the application process that affect the overall evaluation of your application including:

1. the core questions
2. the vacancy questions
3. supplemental documentation (e.g., DD-214, SF-50, SF-15, transcripts), if applicable; and
4. your resume.

Applicants will be rated ineligible, if they do not respond to job specific questions, provide supplemental documents and submit resume. For more information, please click on Rating Process.

To preview questions please click here .

Background checks and security clearance

Security clearance
Sensitive Compartmented Information

Drug test required
Yes

Position sensitivity and risk
Special-Sensitive (SS)/High Risk

Trust determination process
Suitability/Fitness

Required Documents

***ALL SUPPLEMENTAL DOCUMENTS MUST BE RECEIVED IN THE FCC'S HUMAN RESOURCES OFFICE BY THE CLOSING DATE OF THIS ANNOUNCEMENT. ONCE YOU APPLY TO THIS VACANCY YOU WILL BE PROMPTED BY THE SYSTEM TO EITHER UPLOAD DOCUMENTS OR PRINT FAX COVERSHEETS - THE FAX NUMBER WILL BE LISTED ON THIS SHEET. IF FAXING, ALL DOCUMENTS REQUIRED SHOULD BE FAXED SEPARATELY ON THE FAX COVERSHEET PROVIDED. ONCE FAXED, YOU SHOULD RECEIVE AN EMAIL CONFIRMATION WITHIN AN HOUR. IF YOU DO NOT RECEIVE AN EMAIL CONFIRMATION, YOUR FAX HAS NOT BEEN SUCCESSFULLY RECEIVED AND YOU SHOULD FAX AGAIN.

IF YOU ARE UNABLE TO FAX THE REQUIRED
Documentation, CONTACT THE HUMAN RESOURCES OFFICE AT 418-0130 PRIOR TO THE CLOSING DATE OF THIS ANNOUNCEMENT.***

Hardcopy Supplement Documents Required:

Employees must provide a legible hardcopy Personnel Action, SF-50, that verifies your status and highest permanently held grade along with your most recent annual performance appraisal.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.