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Service Delivery Manager with Security Clearance

Company: ManTech International Corporation
Location: Altadena
Posted on: May 10, 2018

Job Description:

Req ID 97673BR Business Title Service Delivery Manager Group MSS Location USA CALIFORNIA Altadena Clearance Level Needed Public Trust Category Programs & Operations Job Duties and Responsibilities The IT Service Delivery Manager oversees a number of key functions enabling the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage both business and IT delivery expectations to achieve high standards, including SLAs and KPIs Responsibilities: Service Management --- Maintain high performing service support functions; including IT Service Desk, third party support and mobile service desk and VIP Support. --- Work across the delivery organization, with your manager peers, to ensure that each organization is delivering to client expectations and performance metrics. --- 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 the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review --- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed --- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed --- Be accountable for the quality of Service and performance; ensuring 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 -- Performance & Quality --- Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner --- Work with internal and third party teams to ensure actions are taken and completed to protect and improve services --- Provide regular and accurate management reporting on IT Service performance --- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment --- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments Qualities and Skills required Essential ----- 3-5 years of ServiceNow implementation based service delivery experience required ---Able to demonstrate the ability to undertake the above responsibilities --- Legally able to work in the country in which the position is based --- A passion for Service Improvement --- Experienced Service Management professional --- ITIL Qualified --- Previous experience as a Manager and demonstrable experience in leading virtual teams --- Experience of managing 3rd parties and 3rd party delivered services --- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines --- Expert knowledge of ITIL disciplines, and ITIL credentials --- Excellent leadership and people management skills --- Excellent written and verbal communication skills --- Willingness to support and mentor junior staff --- Excellent customer facing/customer service skills --- Able to work under pressure and meet deadlines --- Able to demonstrate a high degree of flexibility including shift and out of hours working --- Excellent organizational skills --- Able to manage sensitive and sometimes confidential information --- Self-motivation and able to take responsibility --- Able to manage and prioritize tasks and time efficiently --- 3-5 years--- experience as Service Delivery Manager Preferred -- ------ College Degree -- ------ Transition experience for Outsourcing/Managed Services -- Qualifications Requires Bachelors degree (in Civil, Mechanical or Electrical Engineering) or equivalent, and ten to twelve years of related (DoD and/or Civilian operations management environment) experience. Degrees Equivalent Experience/Education Bachelor's Degree Years of Experience 08-10 years w/Bachelors Degree 05-07 years w/Masters Degree Position Type Full-Time Shift Day Overview ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.

Public Trust

Keywords: ManTech International Corporation, Altadena, Service Delivery Manager with Security Clearance, Executive, Altadena, California

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