Service Quality Manager

Clearance Level
None
Category
Business Process Analysis
Location
Washington, District of Columbia

REQ#: RQ56413

Travel Required: Less than 10%
Public Trust: NACLC (T3)
Requisition Type: Regular

THIS POSITION IS NOT YET FUNDED. GDIT has a future opportunity for a Service Quality Manager position. The program is an Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continual service improvement.

The GDIT Service Quality Manager is a key member of the GDIT Service Management Office (SMO) and will be responsible for providing leadership and drive continual service improvement (CSI) and Quality Management programs across the contract. They must also have a strong service enablement orientation with a relentless focus on enhancing customer experience.

Responsibilities and Duties:

  • Provides leadership across the contract for the CSI and Quality Management programs across a wide portfolio of shared services
  • Sets up the CSI and Quality programs and establishes all the roles, technology, processes and procedures required to operationalize CSI/Quality within the SMO
  • Works with and presents to senior government stakeholders
  • Runs the CSI meetings and actively manages the ideation, capture, analysis and implementation of a prioritized backlog of Service Management improvement items as well as Customer Experience improvement items.
  • Integrates and incorporates both Service Management as well as Customer Experience metrics and analytics to drive the CSI program
  • Coordinates across various service delivery groups (Service Desk Level 1, 2 and 3) to ensure a consolidated and integrated CSI program
  • Integrates with Configuration, Change, and Release management processes and analytics to help drive CSI
  • Assists the Service Design Manager in the ideation of service improvements or new services by providing process optimization consulting services using Lean Six Sigma techniques such as value stream mapping
  • Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators
  • Provide leadership for the team to identify and implement opportunities for service enhancements

Required Qualifications:

  • Bachelor’s degree with 7+ years of overall relevant experience
  • Certified ITIL® Intermediate Level Certification (and/or equivalent CMMI, ISO etc.)
  • Experience in leading CSI programs with Service Desk and Desk side support for at least 15,000 users, with a large number of locations (18+ CONUS and OCONUS desired)
  • Experience in communicating with senior level Government personnel, including agency executives.
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction/experience and resulted in cost reductions.
  • Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
  • Demonstrated experience managing contractual SLAs and providing high-quality service with incentivized SLAs/performance standards.

Desired Qualifications:

  • Experience with customer experience metrics beyond customer satisfaction surveys
  • Lean Six Sigma (or equivalent) certification
  • Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk and desk side support.
  • Demonstrated experience with service desk technologies including IT Service Management (prefer ServiceNow), Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)

Travel

Up to 5% travel may be required

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.

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.