Service Delivery Manager

  • CSRA Inc.
  • Arlington, VA, USA
  • Jan 14, 2018

Job Description

Primary Location

Arlington , VA

United States

Job Requisition

RQ12652

Category

Customer Support

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The OBIM Enterprise program is looking for an experienced Service Delivery Manager for the DHS OBIM program in Washington DC/Arlington VA. The Service Delivery Manager (SDM) is responsible for: all operations and maintenance (O&M) activities performed by CSRA; supports ongoing OBIM projects; serves as the client facing representative for all O&M actions and issues; oversees CSRA O&M staff and ensures processes, procedures, and documentation are maintained, updated, and executed; oversees all deployments, ensuring use of consistent processes and best practices as well as proper communications to the field and OBIM; and provides expeditious resolution of severity-level outages as well as proper communications of status and resolution to stakeholders.

The SDM is responsible for managing O&M resources to meet and/or exceed all contract Service Level Agreements; works with the OBIM SO&M Division to improve communication, both with SO&M as well as with other Divisions within OBIM; works to assist SO&M in scheduling implementation of OBIM Information Security priorities and requirements; and represents the concerns, priorities and views of OBIM to CSRA management. This position entails working with a large integrated team to manage successful technology design, implementation, and support tasks and leadership through the full systems engineering life cycle. The SDM must possess knowledge and experience with interrelationship between applications, warehouses/database, reports, and biometric technologies in an integrated SOA environment.

The program is on the front line of helping protect American families and making a difference in the lives of all Americans. The ideal SDM projects high energy, possesses a passion for state-of-the-art technology, and speaks comfortably from a technical perspective with clients, our partners, and within the team.

Responsibilities include (but are not limited to):

* Overseeing a customer service organization that helps deliver and monitor OBIMs performance, reliability and customer satisfaction consistent with business expectations

* Acts as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance - Establishes design concepts, criteria and engineering efforts for product research, development, integration and test - Serves as a strong proponent of excellence in customer service, building on past success in driving exceptional customer service objectives, methods and metrics

* Leads and supports incident management teams and the resolution of severity events - Periodically serves as on-call SDM - Displays superior leadership qualities on meeting deadlines, motivating and mentoring team, and effective decision making and commitment to exceptional customer service and high performance. - Ensures that Service Level Agreements and client expectations are met - Creatively and continuously improves all technology services processes

* Manages technology services organization including hiring, staff development, and performance management - Interviews, hires, and trains staff, evaluates performance and provides feedback., and makes personnel action recommendations

* Facilitates high collaboration between teams in different geographies - Provides continuous process improvement through incident management and problem management - Serves as a liaison between technology infrastructure, business stakeholders, and end users

* Clearly communicates program vision and oversees execution of quality operational services and timely deliveries

* Directs all phases of programs from inception through completion and directs the work of employees assigned to the program from technical and administrative areas - Engages with OBIM client and other OBIM stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate accomplishments or issues

* Ensure s all project personnel are engaged and familiar with program direction - Manages project scope effectively and facilitates projects through their normal life-cycle, from initiation to closure, using sound project management disciplines

* Identifies opportunities for organic and new growth in contract scope and value

* Provides functional leadership to program staff through coaching, mentoring, and other staff development approaches

* Monitors all computer/systems assigned to the data center for performance and capacity and assists staff with monitoring network performance and availability

* Builds positive, collaborative relationships with all points of contact and works collaboratively to utilize available resources and successfully meet customer needs and expectations

* Works alongside OBIM IT departments to ensure that SLAs are met and business expectations are exceeded To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below must have:

* BS in Information Systems, Computer Science, or related field with 9+ years of relevant experience

* Track record of managing projects on time, on scope and within budget

* Must be able to effectively and professionally communicate to management, partners, peers, employees, and customers as well as demonstrate sound judgment/reasoning skills

* Proficiency with MS Project, PowerPoint, Word and Excel

* Ability to synthesize project information and update project tasks with minimum help from the team

* Ability to identify project risks, perform high level research by talking to the team and SMEs (Subject Matter Experts), and develop a mitigation plan

* Ability to learn and integrate new technologies in an ever-changing / fast-paced environment.

* Ability to run the project meetings and motivate the team to complete tasks on schedule

* Strong balance of customer service and business acumen Experience with the following is a plus:

* Experience and understanding of the IDENT System

* Knowledge of OBIM applications

* 12+ years of relevant experience

* 10+ years of progressive experience in Project Management

* 10+ years of experience as Project/Team Lead with minimum 8-10 team members

* 10+ years of experience in Systems Integration, Architecture, and Distributed Applications

* Experience with projects of similar scope and/or size

* PMP Certification

* ITIL foundations or higher certification

* Experience with Earned Value Management (EVM) methodologies

CSRA is an Equal Opportunity Employer and all Qualified Applicants will receive consideration for employment without regard to Race, Color, Religion, Sex, National Origin, Disability Status, Protected Veteran Status or any other Characteristic Protected by Law. SDL2017