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SalarySAIC is Hiring a Service Delivery Manager Near Washington, DC
Job ID: 2401206
Location: REMOTE WORK, DC, US
Date Posted: 2024-01-29
Category: Engineering and Sciences
Subcategory: Solutions Delivery
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
The Service Delivery Manager is accountable and responsible leading a team of approximately 160 professionals in the delivery and ownership of holistic customer service in support of a Federal Civilian agency with over 20,000 on-site and remote employees in over 800 locations 24/7/365 with over 17,000 laptops/desktops; 11,000 mobile devices; 2,000 physical/virtual/cloud servers, and 4,000 network nodes; resolving over 200,000 customer incidents and requests annually. Delivering customer service through an enterprise IT service desk; contracted business service desks and on-site deskside services, the Service Delivery Manager owns the policies, processes and customer/service owner relationships needed to provide consistent, efficient and effective services. The solution Delivery Manager is responsible for putting customers at the center of IT Service Delivery; improving, optimizing, standardizing and streamlining processes and systems and implementing the requisite SLAs/XLAs and KPIs required to measure and continually improve the customer experience. The Service Delivery Manager is responsible for implementing best practices and tools that leverage AI/ML in easy to use, plain language formats to enable and promote customer self-help and reduce the frequency and levels of human interaction with service desk and desk side agents.
This opportunity is contingent upon award.
Qualifications
- Bachelor’s degree and applicable experience including supervision/management experience.
- A minimum of five years of technical experience managing, maturing, and modernizing IT Service Delivery leveraging ITIL v3/4 and IT Service Management for a contract or program of similar size, scope, and complexity, as described above. This experience must also demonstrate success in supporting remote and geographically dispersed customers.
- Experience in IT Service Management; Demand Management and Performance Analytics reporting leveraging the ServiceNow Platform.
- Proven experience in managing remote and geographically dispersed operations of similar size and scale, as described above.
- A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.
- Demonstrated experience in developing and implementing automation such as AI/ML, including virtual agents, to drive continual improvement in business value and customer experience on programs of a similar size scope and complexity, as described above.
- Proven experience delivering service solutions that improve customer / user experience
- Within six months of program start, possess and maintain an ITIL 4 Strategic Leader (ITIL 4 SL) certification.
- Master’s degree or equivalent experience in a related field.
- At time of proposal submittal, successful completion of at least one module required to achieve ITIL 4 Strategic Leader (ITIL 4 SL) certification.
- Active Help Desk Institute Support Center Manager (HDI-SCM) certification.
- Demonstrated experience in developing, implementing, managing and modernizing customer self-help and self -healing IT services, including how these services delivered continual improvement in business value and customer experience.
- A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.
- Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
- Experience with developing and managing a customer-focused continual improvement program.
Job Summary
Full Time
IT Outsourcing & Consulting
$130k-166k (estimate)
02/01/2024
03/30/2024
