Job Details for Service Delivery Task Manager, Operations & Sustainment

This opportunity is with General Dynamics Information Technology

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Job Title	Service Delivery Task Manager, Operations & Sustainment
Job ID Number	173151
Company	General Dynamics Information Technology
Location	Springfield,
Job Category	Project/Program Management
Job Description	General Dynamics Information Technology is a top-tier IT integrator that provides information technology, systems engineering and professional services to customers in the defense, intelligence, homeland security, federal civil and commercial sectors. With approximately 17,000 professionals worldwide, the company has the customer knowledge, domain expertise and proven performance to manage large-scale, mission-critical IT programs. Overview The client's New Campus East (NCE) Active IT Program was established to provide the infrastructure services required to build out and maintain the NCE facilities. This position is responsible for managing and maintaining high availability and uptime for a Federal agency's systems and services. The AIT NCE O&S - SDM Department is comprised of Service Delivery Managers (SDM's) whose primary responsibility is to serve as the 'day-to-day' face of AIT NCE O&S to Entities assigned and the PMO in assuring a seamless service offering from AIT NCE O&S for our contracts. The SDM shall be responsible for pooling and coordinating the resources of the ECNS, to assure the timely and effective implementation of IT solutions for our customers. A key role of the SDM shall be to work closely with, coordinate and help direct the actions of each AIT NCE O&S functional area (Enterprise Management Systems, ESC Tier 2, Infrastructure and Vendor Management, ESC Liaison Change Management) and bring them to bear in a unified manner to assure a seamless and effective delivery of the contracted IT services. The Service Delivery Manager shall be responsible for monitoring and reviewing account SLA's and ensuring that they are met or appropriate actions are taken by the responsible service areas to meet them. The Service Delivery Managers shall be responsible for ensuring excellence in service delivery on all of their accounts and working with AIT NCE O&S management to ensure adequate resources are provided to meet our contractual obligations on each account. 1. Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience. 2. Professional certification (PMP) preferred. 8-10 years of related experience. Required Skills: • Minimum of 6 years experience in an enterprise environment • Proven history of performance excellence in the following areas: Network Operations Center Operations on a 24 X 7 X 365 basis, running shifts using ITIL processes and reporting all incidents. • Understands the "why" behind the customer needs and can clearly articulate it to others • Highly organized with the ability to strategically think long term about operational needs and opportunities, while always taking a customer and partner-centric approach • Ability to inspire and work collaboratively with individuals of highly diverse cultures in a global and virtual environment and effectively communicate technical issues in a non-technical manner • Excellent troubleshooting and problem-solving skills • Proven ability to troubleshoot large, complex systems • Possesses strong analytical, organizational, and decision-making skills • Excellent verbal and written communication skills • Willingness to work flexible schedule in support of a 24x7 team • Highly knowledgeable on service desk and Network Operation Center operations. • ITIL Certified or highly familiar with ITIL process and procedures • Skilled in working with Federal customers in highly classified areas Desired Skills: • MS Project • EVMS Experience • MCSE • Project Management Experience
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