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Form of workJob Description
Description
The O&M Service Delivery Deputy Manager will support the O&M Service Deliver Manager to guarantee service level agreements (SLAs), deliver high quality service, and satisfy client's expectations. The candidate must possess high level verbal and written communications skills, emotional intelligence, possess strong leadership and management experience, and be collaborative problem solver. The candidate will lead projects and teams as directed by the Manager to ensure collaboration between teams and improve processes. The Deputy will fill in for the Manager as needed and assigned.
Onsite: *1 to 2 times a week*
Responsibilities:
- Collaborates with program teams to ensure processes are adhered to and client is satisfied with service provided.
- Supports high-level, day-to-day operational maintenance and upgrades for complex operating systems, workstations and servers.
- Continually monitors and tunes multiple systems to achieve optimum performance levels.
- Builds and maintains client relationship to ensure team is performing to meet expectations. Acts as back-up for the O&M Manager as needed.
- As directed develops, implements and promotes standard operating procedures and schedules.
- Assist O&M Manager across all functions of the O&M team as directed.
- Lead projects by creating plans, coordinating activities, and ensuring timelines are met that will enhance O&M capabilities
- Evaluate and assess Service Delivery performance metrics, employing data analysis to continuously improve Service Delivery.
- Keep record of daily operations for tracking of customer needs, services rendered and future reference.
- Prepare presentations, present at meetings, or participate in meetings on behalf of the O&M Manager
- Review all client complaints, perform a root cause analysis, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
- Develop innovative ways for team to be more efficient in completing tasks. This could be technology oriented or just simple process improvement.
- Other duties as assigned.
Qualifications
Required:
- BS in a technical field of study and minimum of 10 years of experience leading technical teams.
- 5+ years' experience in an IT support role
- Ability to obtain and maintain a Public Trust which requires US Citizenship.
- Manage experienced professionals (e.g. engineers, scientists, data analysts) who exercise discretion and independent judgment performing assignments.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Overview
SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
