Service Delivery Manager

  • ASD, Inc.,
  • Stennis Space Center, MS
US Citizen, PMP Certification, ITIL Certification, 15+ yrs IT Experience, 10+ years experience managing IT Infrastructure, Managed Services, System Management, Operations, Service Delivery, RELOC
Full Time
160,000
Telecommuting not available Travel not required

Job Description

**Candidates Must Be US Citizen to meet Clearance Requirements**

 RELOCATION OFFERED 

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. OUr client plays a key role in the Department's IT integration strategy through its Data Center-1 program. The DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement. 

 

  • Oversees and leads DC1 Service Operations Team in all aspects of the delivery of services and service technology across the DC1 Enterprise including coordination of requirements across all task orders.
  • Establishes policies designed to ensure consistently high service performance.  Reviews incident service ticket trends, customer feedback, identifies problem root cause, and implements proactive remedial action. 
  • Monitors and evaluates employee performance; develops employee skills through training and OJT.
  • Plays a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery.
  • Builds a personal relationship with key client staff.
  • Successful service delivery - SLA achievement and high level of customer satisfaction.
  • Monitors overall performance of the Service Operation Area.
  • Ensures delivery processes are efficient and cost effective.  Monitors and adjusts staffing levels to operational needs.  Makes recommendations on HW and SW equipment, maintenance and licensing to maximize revenue at least cost. 
  • Assesses customer feedback and makes necessary improvements, identifying and analyzing issues, and works on eliminating bottlenecks.
  • Collaborates with senior management ensuring operations teams are aware of changes and are prepared delivery service reports.
  • Removes all obstacles to customer satisfaction and projects delivery performance.
  • Implements service design improvements in coordination with transition team, providing feedback on optimizations
  • Follows hardware and software OEM and ITIL best practices in implementing, managing and delivering projects.

BASIC QUALIFICATIONS

  • Minimum a Bachelor's Degree or 8 years of experience in addition to the required years of experience for the position.
  • A Master's Degree or 12 years of experience in addition to the required years of experience for the position preferred.
  • 15+ Years of IT Experience, 10 of which are managing Complex IT Infrastructure Environment
  • Technical background ideally within Managed Services and IT outsourcing industry.
  • Experience with systems management platforms, service management solution.
  • Demonstrated experience leading a technical team in the successful execution of activities outlined in "ESSENTIAL FUNCTIONS" Above.  

OTHER REQUIREMENTS

  • PMP  Certification
  • ITIL Certification
  • Must be a US Citizen
Dice Id : asdinc
Position Id : DCRQ28524
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