Zero Trust/ICAM Operations Manager

Job Title:
Zero Trust/ICAM Operations Manager
Summary:
The Zero Trust/ICAM Operations Manager will be an experienced leader who is able to drive the performance of the Zigabyte Professional Services business unit through effective communication, management, and strategic planning. They must be able to identify and implement process improvements to increase efficiency and will be able to build strong relationships with key clients and stakeholders.
The successful Zero Trust/ICAM Operations Manager is directly responsible for the operational excellence of all Zigabyte Professional Services contracted work. The Manager will execute effective management and development of the personnel delivering the services. They will actively monitor and control the quality of the service deliverables by ensuring personnel consistently adhere to established standards of performance across all services and ensuring that partner and client needs are met in a timely and efficient manner.
In addition, the Manager will assist with Professional Services business development, helping to grow revenue for the business unit.
Responsibilities:

• Manage the daily workflow of Professional Services projects - make sure employees have the resources necessary to execute work – to include development, processes, tools, and policies and procedures.
• Monitor personnel availability and align project schedules with personnel resources.
• Align teams’ operations with Zigabyte standards, policies, and procedures – monitor and control teams’ activities to ensure they continue to meet standards.
• Perform supervisory functions for personnel who perform professional services work such as: onboarding, mentoring, performance management, timesheet and expense report review, and approve Spot Bonuses
• Serve as first line of Human Resources support whenever possible.
• Assist personnel in developing training goals and conduct milestone assessments
• Identify personnel shortfalls and develop a plan to fill gaps.
• Act as hiring manager; prepare and submit requests for personnel hires, write job descriptions, screen applicants, conduct interviews, select new hires.
• Create, maintain and execute partner engagement plans.
• Interface with Professional Services partners and solicit new partners to initiate new business and grow Professional Services revenue.
• Work closely with partners, customers, vendors, and internal resources to identify, support, and develop new business.
• Contribute to updating the Customer Relationship Management (CRM) tools to record all opportunity-related data and activities.
• Provide information for Non-Disclosure Agreement (NDA) and Teaming Agreement (TA) documentation to contracts team to comply with all legal mandates for each effort.
• Develop Statements of Work and Quotations.
• Contribute to whitepapers and other informational materials used to advertise Professional Services capabilities and elicit new business.
• Attend meetings as required.
• Anticipate and appropriately react to clients’ needs.
• Respond to customer requests in a timely manner.
• Provide clients with satisfaction surveys and collect and report results.
• Perform other related duties as assigned.

Required Abilities/Experience:

• 5+ years Information Technology Program Manager experience
• Experience managing Information Technology professional services projects
• Experience managing DoD Information Technology projects and programs
• Experience developing new business opportunities and growing business
• Excellent verbal and written communication skills

Desired Abilities/Experience:

• Familiarity with Zero Trust and ICAM products, solutions, and technologies
• Experience executing within a customer-centric environment