THIS POSITION IS NOT YET FUNDED. GDIT has an opportunity for an experienced Senior Program Manager. The program is an Enterprise Service Center (ESC) 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 continuous service improvement. One of the initial services is a comprehensive Service Desk. This will expand in to other IT and business services, creating a wide service portfolio.
The candidate will be responsible for the successful cost, schedule and performance of the contract. Serves as the main point of contact for the Contracting Officer (CO), the Contracting Officer’s Representative (COR), the Government Program Manager, and the Contractor’s senior management. Directly contributes to program efforts in several areas, including cost management/avoidance, schedule estimation and tracking, contract performance management, risk management, requirements analysis, and quality assurance activities. Ensures proper performance of tasks necessary to ensure the most efficient and effective execution of the contract. The PM shall utilize expert communication skills needed to direct the skilled technical resources and report on the technical progress, issues, and problem areas, as well as write and review technical documents. They must also have a strong service enablement orientation with a relentless focus on enhancing customer experience.
Responsibilities and Duties:
Manage all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement
Help drive the transformation from a single Service Desk to an Enterprise Shared Services model with multiple technical & business services
Experience establishing and implementing Project Management, IT Service Management (ITSM) and IT security services
Plan, initiate, and manage information technology (IT) operations projects.
Lead and guide the work of technical staff.
Serve as a liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage.
Monitor progress to assure deadlines, standards, and cost targets are met.
Primary interface with the Contracting Officer (CO), Contracting Officer’s representative (COR) and Government Program Manager.
Experience with technical, contractual and resource issue resolution.
Provide leadership for the team to identify and implement opportunities for service enhancements
Stay current on the vendors solution capabilities, products roadmap, and maintain their organizational progress for the solutions
Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science (Master’s Degree Preferred)
A minimum of 15 years of experience managing IT programs and projects
Experience in managing Service Desk and Desk side support for at least 15,000 users, with a large number of locations (18+ CONUS and OCONUS desired)
Experience managing all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement
Experience overseeing and managing a program with over $60MM total contract value and a staff comprising 120+ members
Certified ITIL® V3 Foundations
Certified Project Management Professional Certification (PMP or PgMP)
Experience in communicating with senior Government personnel, including agency executives.
Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.
Demonstrated experience in the management of programs and contracts that involve Enterprise IT infrastructure, Infrastructure Operations, Mainteance and IT Support Services preferred.
Experience driving transformation from a single Service Desk to an Enterprise Shared Services model with multiple technical & business services
Some experience with Organizational Change Management involved in transformation to a shared services model
Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)
Certified ITIL® Intermediate Level Certification
Up to 10% 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.