Service Delivery Manager
4 days left
- Employer
- Chenega MIOS
- Location
- Springfield, Virginia
- Posted
- Dec 16, 2020
- Closes
- Jan 20, 2021
- Ref
- 15743
- Function
- Management
- Industry
- Government and Public Services
- Hours
- Full Time
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
Qualifications
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
Knowledge, Skills and Abilities:
#Chenega Agile Real Time Solutions, LLC
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