Description
SAIC is currently seeking a motivated, career and customer oriented O&M Service Delivery Manager to join our team in Sterling. The O&M Service Delivery Manager will guarantee service level agreements (SLAs), deliver high quality service, and satisfy client's expectations. The candidate must possess high level verbal and written communications skills, emotional intelligence, strong leadership and management experience, and be a collaborative problem solver. The candidate will effectively track service metrics, lead professionals responsible for Tier II service desk support, onsite field support, data analysis, hardware assembly/manufacturing, and logistics; ensure systems, methods, and procedures are followed; design, build, and maintain a stable and efficient infrastructure optimizing service delivery across production, QA, and development environments; monitor, troubleshoot, maintain, and continuously improve the building, packaging, and deployment processes.
Onsite: *1 to 2 times a week*
Responsibilities:
- Performs high-level, day-to-day operational maintenance, support, and upgrades for complex operating systems, workstations and servers.
- Continually monitors and tunes multiple systems to achieve optimum performance levels.
- Builds and maintains client relationships to ensure the team is performing to meet expectations.
- Develops, implements, and promotes standard operating procedures and schedules.
- Collaborates with other teams within the program to continuously improve solutions and processes.
- Develops and implements new standards, policies, and procedures.
- Works closely with Network and Systems Analysts to determine and develop systems that will be implemented.
- Coordinates O&M Service Delivery team members in their daily duties attending to client inquiries and facilitates a good customer service culture in team members.
- Evaluates and assesses service delivery performance metrics, employing data analysis to continuously improve service delivery, and carries out surveys on clients to weigh the level of service delivery in the company.
- Keeps record of daily operations for tracking customer needs, services rendered, and future reference.
- Creates a mode of operations adhered to by team members in order to maintain good routine and orderliness.
- Delegates specific service desk responsibilities to team members to create specialization and increase service delivery pace.
- Reviews all client complaints, performs a root cause analysis, rectifies issues and liaises with appropriate departments to handle complex issues in a bid to provide more effective solutions.
- Observes service desk operation techniques to determine how effective they are and implements new techniques when old ones are ineffective.
- Presents executive level briefings to clients ensuring transparency, thorough data analysis, and action plans.
- Other duties as assigned.
Qualifications
Required:
- BS in a technical field of study and a minimum of 15 years of experience leading technical teams.
- 5+ years' experience in an IT support role.
- Ability to obtain and maintain a Public Trust which requires US Citizenship.
- Manage experienced professionals (e.g., engineers, scientists, data analysts) who exercise discretion and independent judgment performing assignments.