Service Delivery Manager Job at General Dynamics Information Technology, Nebraska

T1NSc3RwV0x0VnhIajF6NmhRajdnOTRjTHc9PQ==
  • General Dynamics Information Technology
  • Nebraska

Job Description

Public Trust: None
Requisition Type: Regular
Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

Discover a career that is challenging, impactful, and mission critical. Join our team as a Service Delivery Manager (SDM) and make an impact in Omaha, NE. While you help us advance the mission, we’ll help advance your career.

The SDM is responsible for the overall end-to-end service delivery of customer facing Service Desk operations. The ideal candidate will leverage leadership and management competencies to continually enhance the customer experience though continuous service improvement and by creating a high-performance culture. This person will apply critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks. The SDM is a government stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.

HOW SERVICE DELIVERY MANAGER (SDM) WILL MAKE AN IMPACT:

  • Lead and manage customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment
  • Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives
  • Provide overall management support and oversight of all personnel, including employees and contractors
  • Oversee the day-to-day service delivery for 24x7 service desk operations, to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency
  • Give input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans
  • Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
  • Collect, interpret and analyze data and reports to identifying patterns and trends in data sets in order to inform business decisions
  • Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives to deliver business value
  • Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs, to develop and implement the long-term goals and strategic vision of the service offering

WHAT YOU’LL NEED TO SUCCEED:

Education : Bachelor’s degree or equivalent experience

Required Experience : Five or more years of related technical and managerial experience operating medium to large end-to-end service desk or contact center operations

Required Skills and Abilities:

  • Recent experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (50 to 100 Agents)
  • Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
  • Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
  • Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
  • Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences
  • Able to manage sensitive and sometimes confidential information
  • Must have or be willing to obtain CompTIA Sec+ or equivalent

Security Clearance Level: Must have a Secret Clearance or higher and willing to obtain TS Clearance with an SCI determination

Preferred Skills:

  • Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience
  • Public sector experience
  • Certifications: ITIL 4 Managing Professional or HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager (HDI-SDM) or Certified Customer Service Manager (CCSM)

Location :

  • On-site in Omaha, NE
  • Travel Required: 10-25%

GDIT IS YOUR PLACE:

  • 401K with company match
  • Comprehensive health and wellness packages
  • Internal mobility team dedicated to helping you own your career
  • Professional growth opportunities including paid education and certifications
  • Cutting-edge technology you can learn from
  • Rest and recharge with paid vacation and holidays

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

10-25%

Citizenship

U.S. Citizenship Required

Job Tags

Contract work, For contractors, Remote work, Holiday work,

Similar Jobs

Roman & Associates

Process Server Job at Roman & Associates

Process Server - New YorkFull-time staff members are offered a comprehensive benefits package, including medical/dental/vision coverage, a 401K plan, and life insurance.Investigators will have the opportunity to train and work alongside former local, state, and federal... 

Tagaddod

Mobile Videographer/Reel Creator Job at Tagaddod

We are looking for a talented and creative Mobile Videographer/Reel Content Creator to join our team at Tagaddod. As a Mobile Videographer/Reel Content Creator, you will be responsible for filming and editing engaging and captivating videos for social media platforms. ...

Two95 International Inc.

general manager operations Job at Two95 International Inc.

 ...Two95 International Inc. is currently seeking a highly skilled and experienced General Manager of Operations to join our team. As the General...  ...leadership role that requires strong management skills, business acumen, and a proven track record of success in operations management... 

St. Joseph Children's Home

Residential Youth Worker - 2nd Shift Job at St. Joseph Children's Home

 ...Insurance ~401K/403b Plan ~ Short Term Disability ~ Long Term Disability ~ Paid...  ...management, and comprehensive community support services. The annual Picnic For the Kids...  ...Need? As a St. Joe's Direct Care Youth Worker, you'll be responsible for providing a therapeutic... 

ETS Dental

Associate Dentist Job at ETS Dental

 ...Associate Dentist Needed in Established, High-Quality Practice in Lititz, Pennsylvania! We are seeking a skilled, motivated, and patient-focused Associate Dentist to join our well-established, growth-oriented private practice. With a loyal patient base, modern technology...