Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. General Dynamics Information Technology plays a key role in the Department's IT integration strategy. GDIT's is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.
We are seeking a Sr. IT Ops Manager/Service Delivery Manager for our Data Center in Stennis, MS. This position will require 50% travel to Stennis, MS.
Oversees and leads Data Center and Cloud Service Operations Team in all aspects of the delivery of services and service technology across the Enterprise including coordination of requirements across all task orders.
Drives organization change to ensure delivery processes are efficient and cost effective. Monitors and adjusts staffing levels to operational needs. Makes recommendations on cloud hosting, data center equipment, maintenance and licensing to maximize revenue at least cost.
Establishes policies designed to ensure consistently high service performance. Reviews incident service ticket trends, customer feedback, identifies problem root cause, and implements proactive remedial action.
Monitors and evaluates employee performance; develops employee skills through training and OJT.
Plays a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery.
Builds a personal relationship with key client staff.
Successful service delivery - SLA achievement and high level of customer satisfaction.
Monitors overall performance of the Service Operation Area.
Assesses customer feedback and makes necessary improvements, identifying and analyzing issues, and works on eliminating bottlenecks.
Collaborates with senior management ensuring operations teams are aware of changes and are prepared delivery service reports.
Removes all obstacles to customer satisfaction and projects delivery performance.
Implements service design improvements in coordination with transition team, providing feedback on optimizations
Follows hardware and software OEM and ITIL best practices in implementing, managing and delivering projects.
Minimum a Bachelor's Degree or 8 years of experience in addition to the required years of experience for the position.
A Master's Degree or 12 years of experience in addition to the required years of experience for the position preferred.
15+ Years of IT Experience, 10 of which are managing Complex IT Infrastructure Environment
Technical background ideally within Managed Services, IT outsourcing industry, and/or service delivery via Cloud Service Providers.
Experience with systems management platforms, service management solution.
Demonstrated experience leading a technical team in the successful execution of activities outlined in "ESSENTIAL FUNCTIONS" Above.
Cloud Certification (AWS or Azure) preferred
Must be a US Citizen
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.