Is responsible for leading the operations teams performing AEGIS service delivery, directly supervising the Operations managers of all AEGIS functional scope areas (enterprise communications, Center voice and data networking, security operations, enterprise compute and special programs);
Oversees all infrastructure monitoring and service management operations at the enterprise, Center and Mission-specific level;
Develops, implements, and oversees policy and practice for service operations within all ITIL-aligned processes;
Is responsible for establishing workload priorities and tracking service performance metrics;
Is responsible for recruiting, balancing, training, and managing multi-discipline technical operations teams and contract resources;
Leads the implementation of best-practice service operations practices to improve the customer's mission effectiveness while continuously increasing efficiency through process and technology improvement;
Is responsible for establishing and practicing continual service improvement in infrastructure operations, maintaining positive and productive customer relationships, and ensuring the highest level of customer satisfaction in service operations;
Continuously monitors customer satisfaction, obtains and anlyzes customer feedback and actively implements service improvements;
Serves as a leading decision making authority, a knowledgeable, approachable resource and point of escalation for program’s operations fstaff, as well as for members of other infrastructure teams on issues related to service delivery and operations.
Education and Experience Sought
Bachelor’s degree in an IT-related technical discipline required; a graduate (MS/MA) Degree preferred;
At least 12 years of progressively responsible experience managing operations on complex and multi-disciplinary enterprise infrastructure, communications and/or IT security programs;
Hands-on expertise and experience implementing enterprise IT operations and managing IT service delivery in a managed service environment;
Experience managing and perfecting managed service and DevOps delivery models in support of continuous development, continuous integration environments;
Strong ServiceNow Workflow awareness;
Cloud / remote operations expertise;
Extensive experience leading multidisciplinary technical teams within large, complex, geographically distributed environments, able to motivate and engage with distributed teams working related tasks, and providing technical support and guidance during the configuration through implementation phases of large complex infrastructure migration or non-software systems integration projects;
Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences;
ITIL v3/v4 Foundations certification or higher;
Ability to drive cross-team initiatives balancing technical, mission and resource management priorities.
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.