General Dynamics Information Technology (GDIT) is seeking a Cloud Program Manager Office Lead (PMO Lead) that will work across our client organization to deliver Cloud infrastructure managed services aligned with business objectives, with a focus on providing Cloud 24/7/365 IT services. The candidate must have experience with cloud technologies, migrations from On-premise to cloud solutions, outsourced managed services management and working with a variety of third parties to provide end-to-end IT services for our client’s end users. You should also be experienced in implementing security policies for network environments, use of ServiceNow for IT service management and the management of cloud billing. The PMO Lead will participate in the ongoing management of service level compliance, resolution of daily issues, and enforcing compliance within established GDIT’s and the clients standards and policies pertaining to Service Ticket handling. The PMO Lead is also responsible for performing QA checks, identifying trends, and making recommendations on how we can consistently improve the quality of service and response times to our client. This position will report directly to the PMO of Managed Services and will be responsible for the overall experience and customer satisfaction of the interactions with GDIT support staff. This position has frequent contact with customers, direct reports, peers, and vendors
The PMO Lead must demonstrate an exceptional work ethic, excellent written and verbal communication skills, and a good working knowledge of the IT lifecycle in a cloud environment. They must be able to work with a diverse team supporting multiple stakeholders, often with differences in priorities, to establish clear, attainable solutions to service requests and project plans to achieve intended outcomes. Must be detail oriented and possess the ability to work in a multi-disciplined environment with excellent communication skills, both oral and written along with analytical skills to troubleshoot issues. Must be able to apply intensive and diverse knowledge to problems and make independent decisions. Must be a team player able to work professionally and collaboratively with the government customer and other members of the project team. Excellent written and verbal communication skills and a client focus. Responsibilities include, but not limited to:
Support migrations to cloud infrastructure using industry best practices.
Oversee the implementation of security best practices, as well as performing security assessments, including penetration testing and evaluating overall vulnerabilities for PCI compliance.
Manage and optimize costs on an ongoing basis through rightsizing, instance planning, and automation based on usage patterns.
Ensure service requests are addressed in a timely manner through SLA monitoring
Drive continuous process improvement to ensure service/support personnel are being utilized to their full potential while delivering consistent service levels and quick resolutions
Measure and report the performance of the Support staff to identify performance trends and when appropriate, develop and implement changes to correct sub-standard performance issues
Monitor utilization and productivity of a local and remote support team and recommend changes in staffing levels
Contribute to incident resolution by giving support to end users when necessary
Oversee new customer onboarding projects to deliver a complete and consistent experience to the customer
Ensure all requests opened for their team are being actively worked and progressing towards an expeditious resolution
Stay current on both the Cloud technology and product fronts
Experience with ServiceNow as the lifecycle service management tool
10+ years of experience working directly with clients and multiple providers of IT services
Experience in working with DIACAP, Risk Management Framework (RMF), STIGs, and IA Controls
Cloud Managed Services Platform Software (i.e. SPLUNK; Red Hat)
Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution
Demonstrated success at a company in similar nature for a minimum of 5 years and as a Service Manager or similar for at least 5 years
Must be capable of dealing confidently and professionally with Customers
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering industry-leading Customer support, and thrive in a fast-paced, high energy environment with a proactive focus
Organized and analytical, able to eliminate obstacles through creative and adaptive approaches
Ability to overcome obstacles and obtain results under tight deadlines
Demonstrated strong written and verbal communication
Must be comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer cloud baseline
Must be prepared for moderate travel to client site(s).
Minimum of 10+ years of combined experience with providing IT services and management
Prior Managed Service Provider experience
Experience performing business analysis, business services and implementation and providing recommendations for catalog improvements.
Prior Managed Service Provider experience
ITIL 3 or 4 Foundation certification
Managing IT in an ERP –SAP/Oracle environment
Experience working in Agile teams
Education and Experience
Bachelors degree and a minimum of five (5) years related experience, or equivalent combination of education / experience.
Active DOD Secret Clearance
Primarily remote with some travel required to client site (see below)
May be required to attend planning events or to work from a secured location
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of related work experience
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.