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Service Delivery Manager

Description

SAIC is looking for a highly experienced Service Delivery Manager for a prospective DHS contract.  The Service Delivery Manager oversees all aspects of the delivery of services and service technology across the DC1 Enterprise including coordination of requirements across all task orders.  Establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.  The SDM plays a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery.

 

Job Specific Responsibilities:

  • Building a personal relationship with key client staff

  • Successful service delivery – SLA achievement and high level of customer satisfaction

  • Monitoring overall performance of services

  • Ensures delivery processes are efficient and cost effective

  • Assesses customer feedback and makes necessary improvements, identifying and analyzing issues, and works to eliminate bottlenecks

  • Collaborating with senior management ensuring operations teams are aware of change and are prepared to implement the changes consistent with policies and procedures

  • Create and delivery service reports

  • Removing obstacles to customer satisfaction and projects delivery performance

  • Working with the client and operations teams to identify and management service improvement activities

  • Following hardware and software best practices in implementing, managing and delivering projects

Qualifications

Education and Experience:

  • Bachelors and eighteen (18) years or more of related experience; Masters and sixteen (16) years or more of related experience 

  • Preferred:  Master’s degree or 16 years of experience in addition to 15 years of IT experience, 10 of which are managing complex IT infrastructure programs  

  • Or in lieu of degree, 8 years’ experience in addition to 15 years of IT experience, 10 of which are managing complex IT infrastructure programs

 

Required Skills:

  • Technical background ideally within Managed Services and IT outsourcing industry for 10 or more years

  • 8 years or more experience with Systems Management platforms and Service Management solutions

  • Program Management Professional Certification (PMP)

  • ITIL Foundation Certification or above required

  • U. S. citizenship required to meet security clearance requirements

 

Desired Skills:

  • Possess a Bachelor’s Degree or higher in Management, Computer Science, Information Technology or related field

  • Experience with EVMS (Earned Value Management Systems)

  • Experience in Service Delivery Management on IDIQ contracts

  • Must have a strong customer service orientation

  • Experience performing all the functions described in the Job Specific Responsibilities above

  • Experience in Service Delivery management related to:  large scale Program / Project Management; Hosting/Computing Services; Application Services; Data Storage Services; O&M Services; Migration Services; Data Archiving; Disaster Recovery / Continuity Services; Provision of Technical Guidance to customers and Program team; Cloud Services; Hardware and Software operations, maintenance and management; Networks; and Cybersecurity Infrastructure,

  • Must have strong writing, reporting, verbal communication and interpersonal skills

  • Must be able to perform in a high- pressure fast-paced environment

  • Must be able to lead the program team in applying effective quality improvement processes

  • Must be flexible in a rapidly changing business landscape

  • Must be an independent self- starter with strong initiative

  • Experience overseeing a Quality Assurance Program

  • Knowledgeable in maximizing the capabilities of ServiceNow, particularly in respect to Service Delivery management

  • FLEXWORK

 

Clearance Requirement:

  • Must be able to obtain a Secret security clearance

Company Name:
Security Clearance:
DHS
Location:
FLEXWORK, Mississippi
Country:
United States
Salary:
Not Specified
Job Number:




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