Service Delivery Manager ITC# 328

Clearance Level
None
Category
Business Operations
Location
Bossier City, Louisiana

REQ#: RQ72180

Travel Required: 10-25%
Requisition Type: Regular

GDIT’s Technology Shared Service Organization is experiencing tremendous growth and we opportunities for mission driven senior leaders to join our team to support our growing business today and in the future!

We are seeking Senior level Service Delivery Managers who thrive in a challenging, fast-paced work environment to lead large-scale teams with an emphasis on leadership and management competencies to enhance the customer experience by creating and fostering a high performance culture. These roles will directly contribute to the continued growth and success of the Shared Services organization by leading large-scale teams with an emphasis on leadership and management competencies to enhance the customer experience by creating and fostering a high performance, people driven culture.

In this role, you will engage government stakeholders and perform market research to set the vision and strategic direction of the service offering. You will develop and implement performance plans to achieve service level objectives and will leverage your leadership and management competencies to continually enhance the customer experience though continuous service improvement. This role is a government stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard. In addition, you will be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience.

RESPONSIBILITIES & DUTIES

  • Lead and manage customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment.
  • Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives
  • Provide overall management support and oversight of all personnel, including employees and contractors.
  • Oversee the day to day service delivery for multiple 24/7, small, medium and large service desk operations, to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency.
  • Provide input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans.
  • Develop and maintain operational budget and forecast models
  • Meet budgetary objectives and make adjustments to forward looking staffing models based on financial analysis
  • Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
  • Work with subordinates to identify, mitigate and communicate operational risks and control costs and schedule variances, and effectively manages large scale, integrated projects
  • Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
  • Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives, to deliver business value
  • Work closely with, internal senior leadership, program management, and senior government stakeholders to provide updates on service and performance
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes
  • Coordinate and assist with authoring technical proposals, white papers and marketing materials, and developing basis of estimates (BOE) in support of proposals and other business development initiatives
  • Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs, to develop and implement the long term goals and strategic vision of the service offering
  • Perform market research to compare current operations to industry best practices (e.g., ITIL, HDI, etc.) to inform organizational goals and strategic vision

QUALIFICATIONS & SKILLS

  • Bachelor’s degree in Business or related field or equivalent years of related experience; AND
  • 10 or more years of related technical and managerial experience operating medium to large end-to-end service desk or contact center operations.
  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (200 to 300 Agents)
  • Demonstrated experience with leading and managing teams to successfully meet or exceed providing performance-based customer service support against multiple performance metrics in the Commercial or Federal Government
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
  • Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
  • Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
  • Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
  • Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience.
  • Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences;
  • Able to manage sensitive and sometimes confidential information. Public sector experience preferred.
  • ITIL v3/v4 Foundations certification or higher preferred

Work Environment:

  • Travel Required: 10-25%
  • Telecommuting Options: Some telecommuting allowed with conditions

#priority

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.