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