We are seeking a Sr. IT Ops Manager/Service Delivery Manager for a large program supporting the U.S. Customs and Border Protection. This position will require 50% travel within the US.
Monitor performance of all services to ensure the highest level of customer satisfaction
Responsible for delivering high service performance, capturing and acting on customer feedback and continuously improving processes.
Monitor Service Level Agreements and remediate issues
Manage contractor employees and take action to remediate performance issues.
Build and manage customer relationships.
Develop, monitor, and improve delivery processes.
Ensure operations teams are aligned with organizational priorities.
Monitors customer satisfaction and project performance.
Champions service improvement projects
Applies best practices in project management and delivery efforts.
Monitors and evaluates employee performance; develops employee skills through training and OJT
Required Skills / Experience
Minimum a Bachelors Degree or 20 years of experience
Candidate must have an ITIL Intermediate certification, Cloud security certification, and be a Certified Information Systems Security Professional (CISSP)
15 years of experience managing IT infrastructure programs of increasing complexity
Experience within Managed Services and IT outsourcing.
Experience in Service Strategy, Design, Transition, Operation, and Continual Service Improvement
Demonstrated experience leading a technical team in the successful execution of activities outlined above
Commercial Cloud Certification (AWS or Azure)
Must be a U.S. Citizen.
Desired Skills / 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.