Job Description
Description
SAIC is seeking a Service Delivery Manager to support the US Army Revolutionary Information Technology Services (RITS) program.
This position will be remote.
The Service Delivery Manager will have comprehensive responsibility for IT Service Delivery for 37,000 USACE customers throughout CONUS and OCONUS IAW the USACE OCIO/G-6 program requirements and objectives. Research and implement ITIL and ISO best practices in service desk and IT support enabling high-quality customer service. Maintain high performing service support functions including and IT Service Desk, Desk Side Support and VIP Support. Manage the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security. Ensure patching and anti-virus updates are carried out promptly and effectively. Work with technical design team to evolve standards for hardware, software, and security in the desktop environment. Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. As owner of the escalation process, responsible for major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review. Ensure processes, policies, methodologies, systems, and procedures are in place and followed. Oversee day-to-day operations and provide direction and mentorship in technical support and service delivery. Ensure teams are improving performance, service, and product quality targeting areas that need improvement. Establish and manage expectations and drive the team to achieve those expectations. Resolve reliability issues and track service metrics. Maintain currency and accuracy of IT Service Catalog adding missing services and/or make recommendations for services not offered. Ensure team members are familiar with IT service delivery processes and best practice coordinating training when and as necessary. Ensure future demand from growth and projects is understood and factored into capacity plans for all associated systems. Drive internal and third party service review meetings covering performance, service improvements, quality, and processes. Make recommendations for Service Improvement Plans and ensure improvement action are followed through to completion. Provide regular and accurate management IT service performance reporting. Effectively deliver/manage staff management including recruitment, mentoring, training, target setting, and performance assessment.
Qualifications
EDUCATION AND EXPERIENCE:
DESIRED CERTIFICATION(s): ITIL 4 Foundation or higher, HDI-SCM, Network+, Security+, or similar
CLEARANCE REQUIREMENT:
Target salary range: $145,001 - $155,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
My SAIC Benefits . - provided by Dice
SAIC is seeking a Service Delivery Manager to support the US Army Revolutionary Information Technology Services (RITS) program.
This position will be remote.
The Service Delivery Manager will have comprehensive responsibility for IT Service Delivery for 37,000 USACE customers throughout CONUS and OCONUS IAW the USACE OCIO/G-6 program requirements and objectives. Research and implement ITIL and ISO best practices in service desk and IT support enabling high-quality customer service. Maintain high performing service support functions including and IT Service Desk, Desk Side Support and VIP Support. Manage the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security. Ensure patching and anti-virus updates are carried out promptly and effectively. Work with technical design team to evolve standards for hardware, software, and security in the desktop environment. Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. As owner of the escalation process, responsible for major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review. Ensure processes, policies, methodologies, systems, and procedures are in place and followed. Oversee day-to-day operations and provide direction and mentorship in technical support and service delivery. Ensure teams are improving performance, service, and product quality targeting areas that need improvement. Establish and manage expectations and drive the team to achieve those expectations. Resolve reliability issues and track service metrics. Maintain currency and accuracy of IT Service Catalog adding missing services and/or make recommendations for services not offered. Ensure team members are familiar with IT service delivery processes and best practice coordinating training when and as necessary. Ensure future demand from growth and projects is understood and factored into capacity plans for all associated systems. Drive internal and third party service review meetings covering performance, service improvements, quality, and processes. Make recommendations for Service Improvement Plans and ensure improvement action are followed through to completion. Provide regular and accurate management IT service performance reporting. Effectively deliver/manage staff management including recruitment, mentoring, training, target setting, and performance assessment.
Qualifications
EDUCATION AND EXPERIENCE:
- Bachelors degree and 12-15 years or more of management experience with extensive experience managing large IT teams, a continuous record of promotions & increased responsibility, multiple achievements, acting both as service delivery and implementation expert and an award-winning driver of employee excellence in customer service.
- Complete understanding of ITIL and ISO best practices in service desk and IT support enabling high-quality customer service.
- Experience managing desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security.
- Experience with patching and anti-virus updates to ensure they are carried out promptly and effectively.
- Experience working with a technical design team to evolve standards for hardware, software, and security in the desktop environment.
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Experience leading the escalation process, responsible for major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
DESIRED CERTIFICATION(s): ITIL 4 Foundation or higher, HDI-SCM, Network+, Security+, or similar
CLEARANCE REQUIREMENT:
- Must be able to obtain a Secret clearance
Target salary range: $145,001 - $155,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
My SAIC Benefits . - provided by Dice
About Saic