Today
Top Secret/SCI
Unspecified
Unspecified
Management
Annapolis Junction, MD (On-Site/Office)
ManTech seeks a motivated, career and customer-oriented Service Design and Engineering Director to join our team in Annapolis Junction, MD. The ideal candidate will lead several teams of subject matter experts (SME) to design, develop and support delivery of IT services in support of a global enterprise spanning 20+ states and 15+ countries supporting a workforce performing intelligence operations
Responsibilities include but are not limited to:
Minimum Qualifications:
Desired Qualification:
Clearance Requirements:
Physical Requirements:
Responsibilities include but are not limited to:
- Oversee daily operations for a worldwide IT operations support contract, and participate in STO, Proposal, and Project productions, and provide feedback to PMO teams.
- Manage and maintain the IT service management framework encompassing service fulfillment, incident, problem, requested item ticket execution and Responsible for the delivery of services within the SLAs and KPIs across 6 different geographically dispersed regions.
- Use SLA metrics and client survey data to identify trends, anticipate problems, perform root cause analysis and work with members across the IT teams to implement preventative measures to ensure a best in class level of customer support services.
- Enforce and improve the operational systems, processes and policies used to deliver services to the customer specifically Incident, and order fulfillment.
- Develop and document standards, policies, procedures and key performance metrics that support the continued improvement of IT services.
- Develop resource strategies to include staff size, location, and skill set, make tool / automation recommendation as necessary, ensuring operational and support processes are working as expected to meet the client service objectives and Conduct regular operational status meetings; reviews SLA metrics, planned outages, and status of any ongoing incidents.
- Responsible for staffing capacity planning, analyze staff performance metrics, and adjust staff size and skill mix accordingly to achieve SLAs and maintain budget objectives
Minimum Qualifications:
- Requires a Bachelor's Degree and 7 years of relevant management experience
- Ability to convey very technical concepts to non-technical individuals in both verbal and written formats
- Possesses an understanding of Information Assurance, desktop deployment, network and unified communication principles and concepts
- Excellent leadership and management skills with a proven track record of success with diverse technical teams
- Ability to travel as required to meet program objectives
- Strong communication and presentation skills
Desired Qualification:
- CompTIA Security+ Certification
- Certified Scrum Master (CSM)
- IT ticket management system experience (ServiceNow).
- Experience with large scale enterprise IT contracts.
Clearance Requirements:
- Must have a current/active TS/SCI w/Poly
Physical Requirements:
- The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to collaborate with other leaders/teams, use standard office automation equipment, and virtual communication, which may involve delivering presentations.
group id: RTX14564a
ManTech Corporate Capabilities
