Optimization and Key Performance Indicator (KPI) Manager

Clearance Level
Business Process Analysis
Remote, Based in Virginia

REQ#: RQ81763

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

General Dynamics Information Technology (GDIT) is seeking a Optimization and Key Performance Indicator (KPI) Manager that will work across our GDIT and client organization and their support vendors to deliver Cloud infrastructure managed services aligned to KPIs and metrics that support our client’s business objectives.  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 will work with the PMO and participate in the ongoing management of service level compliance, analysis of metrics and enforcing compliance within established KPIs.

The KPI Manager 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. You must be able to work with a diverse team supporting multiple stakeholders, often with differences in priorities, to establish clear, attainable KPIs and project plans to achieve optimized 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:

  • Work closely with the Managed Services organizations and the senior GDIT and client leadership team in the formulation and implementation of key performance indicators and optimization efforts.
  • Provide continuous process improvement for GDIT’s Managed Service Support and Service Delivery.
  • Work with management team on process definition, promotion, and governance required to meet KPI objectives and goals.
  • Work with Managed Services staff responsible for implementation, adoption, and continuous improvement assignments.
  • Develop and maintain an organization of high performing and engaged employees through effective hiring, coaching and performance/talent management processes. Influence and implement a resource strategy based on business need, scope of work, cost, and skill requirements. Foster a collaborative, success-oriented team environment where resources are empowered and accountable.
  • Manage action items related to the strategic direction for the Production Services team.

Operational Management:

  • Develop and enforce issue and request handling as well as escalation policies and procedures.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception. Partner with the GTS team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
  • Educate, enable and promote Service Management awareness of and access to Service Management processes.
  • Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
  • Provide input and help manage departmental budget.

Metrics & Reporting:

  • Define critical success factors and key performance indicators (KPI) for the processes.
  • Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.
  • Track and analyze trends in service requests and generate statistical reports.

Staff Management:

  • Plan and conduct performance appraisals; develop, train, coach and mentor staff.


  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
  • Five years of technology and related management experience, including IT service management experience
  • Five years of experience working with cross-functional teams and staff of all levels including managed service providers
  • ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience
  • Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
  • Customer service skills with excellent written and oral communication skills
  • Problem solving skills
  • Interpersonal and relationship management skills
  • Ability to prioritize and multi-task
  • Familiarity and practical application of advanced principles of ITIL/ITSM
  • Track record developing and providing SLAs and service desk deliverables
  • Demonstrated progressive experience in the management of a technical support team
  • Ability to work in a dynamic changing agile environment with tight deadlines
  • Ability to enact change across an organization in the absence of a direct reporting relationship

Preferred Qualifications:

  • Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
  • Master’s degree in information technology, business administration or related field
  • Experience executing change management programs
  • Experience with service management across different locations and a multi-sourced environment
  • Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel
  • Knowledge of business and technology trends for service management
  • Experience with supporting migrations to cloud infrastructure using industry best practices.
  • Knowledge on migrations from On-premise and hosted providers to a cloud environment.
  • Experience with implementing security best practices, as well as performing security assessments, including penetration testing and evaluating overall vulnerabilities for PCI compliance.
  • Experience with managing and optimizing 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

Required Skills:

  • 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 Requirements:

  • 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.

Desired Skills:

  • Prior Managed Service Provider experience
  • ITIL 3 or 4 Foundation certification
  • Managing IT in an ERP –SAP/Oracle environment
  • Experience working in Agile teams
  • Active DOD Secret Clearance

Education and Experience:

  • Bachelors degree and a minimum of five (5) years related experience, or equivalent combination of education / experience.


  • Active DOD Secret clearance required


  • 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 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.