Senior Service Delivery Program Manager

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

We are seeking a highly skilled and motivated Senior Service Delivery Program Manager to join our Network Operations Security Center (NOSC). You will oversee the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities. You will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues.

Responsibilities include, but are not limited to:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Lead and mentor team members to continuously improve processes and track outcomes of the value stream.
• Work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.
• Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently.
• Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval.
• Develop and recommend dashboards to support visibility and management of activities and processes.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly.
• Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage.

Required Qualifications:

• An Information Technology Infrastructure Library (ITIL) v4 and an Information Assurance Technical (IAT) II certification.
• A minimum of (9) nine years of experience.
• A minimum of (2) two years of related experience in supporting geographically dispersed enterprise operations teams.
• Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, and Word.

Preferred Qualifications:

• DHS Experience.
• DoD experience.
• Experience with ServiceNow.
• Experience with Agile.

Clearance Requirements:

• Must be a U.S. citizen.
• Must possess a Secret clearance.
• Must be able to obtain and maintain a Top-Secret clearance.

Physical Requirements:

• Must be able to remain in a stationary position for extended periods of time.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.