Enterprise Delivery & Operations Manager

Clearance Level
Secret
Category
Program Management
Location
Huntsville, Alabama

REQ#: RQ66243

Travel Required: 10-25%
Requisition Type: Regular

Responsibilities:

  • Lead teams in the delivery of services and provide operational oversight
  • Manage large multi-disciplinary organization of technical operations teams and contract resources; responsible for recruiting, hiring, balancing, training, and performing performance evaluation
  • Direct program activities to meet client and organizational work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
  • Ensure completion of all tasks in assigned program area including technical work, financial and business activities
  • 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
  • Drives cross-team initiatives balancing technical, mission and resource management priorities
  • 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
  • Identify, diagnose and clearly communicate issues negatively impacting performance or client satisfaction and escalate / resolve in a timely fashion to meet productivity, quality, and client-satisfaction goals and objectives
  • Serves as a leading decision making authority, a knowledgeable, approachable resource and point of escalation for program’s operations staff, as well as for members of other infrastructure teams on issues related to service delivery and operations


DESIRED QUALIFICATIONS:

  • Bachelor’s degree in an IT-related technical discipline required; Master's degree preferred
  • 15 years of progressively responsible experience managing operations on complex and multi-disciplinary enterprise infrastructure, communications and/or IT security programs
  • Experience with managing large organizations of approximately 400 IT professionals, delivering the following IT services: networking (LAN, WAN), compute (data center based or dispersed production systems), Cloud services (hybrid Cloud computing), cybersecurity services, data center services and facilities, storage services, disaster recovery services, telecommunications services, collaboration services, trusted internet connection services, remote access services
  • Experience with managing budgets in excess of $100M per year in IT spend
  • Experience with implementing the ITIL ITSM operating framework and maturing an organization’s ITIL execution to meet industry defined maturity levels and achieving industry defined standards
  • Ability to balance IT services and performance to meet the requirements of disparate departments within the organization, while allowing for each department to maintain a level of autonomy
  • Ability to identify opportunities to consolidate services and manage them at an enterprise level, while providing true transparency and visibility to all stakeholders and users of IT services
  • Strong ServiceNow Workflow awareness
  • Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences;
  • ITIL v3 and ITIL 4 Foundations certification or higher
  • Must have an active DoD Secret Clearance, with the ability to attain a DoD Top Secret Clearance
  • Ability to travel 25% of the time
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.