ASRC Federal is seeking a Director, Service Delivery, for our headquarters in Beltsville, MD. Position reports to VP, Solutions Delivery & Deputy CIO.
Overview:
Director, Service Delivery (DSD), works across CTO/CIO organizations and is responsible to maintain high quality services across the end-to-end enterprise and to synchronize efforts with consistent, scalable delivery of internal services for the entire company. The DSD ensures seamless operation across tasks and fosters a culture of continual service improvement to improve the effectiveness of deployed services and to leverage improvements for repeatability across the company, with a focus on a positive customer experience.
Typical Functions:
- Lead & Manage the End User Services group (Service Desk, Desktop Support & Engineering) and other service delivery elements.
- Provides world-class service and satisfaction, building trusted advisor relationships with customers, (internal & external), helping them to understand the value of our portfolio of offerings, products, services and capabilities.
- Manages multiple, simultaneous, and successful customer engagements, applying technical and program management expertise to complex and challenging technology problems.
- Provides guidance and expertise in optimizing operational delivery of services to include providing service/solution alternatives and recommendations to improve efficiencies and internal financial cost optimization.
- Leads and drives action plans to implement recommendations.
- Leads and/or participates in Service Delivery Reviews throughout the enterprise.
- Provides design and technical oversight in Service Delivery; performance planning adhering to standards, technical specifications and industry best practices.
- Support new business opportunities – solution architect, systems engineering and systems engineering management. Support proposal efforts in solution and/or solution review and peer review teams.
- Determines effective/efficient service strategies with the enterprise to meet CIO business, technical, and/or service needs; and collaborates with all CIO business services groups.
- Coordinate with other departments and areas of IT on projects and O&M tasks
Duties and Responsibilities:
- Ensures consistent adherence to ASRC Federal’s policies, processes, and procedures. Ensure industry “best practices” are ingrained in our services. Drive process improvement and cultivate continual service improvement across the CIO enterprise of services.
- Ensure effective delivery, management and improvement to internal client needs and requirements.
- Senior technical resource with experience as an IT services architect who can supplement resource pools as a solution architect or systems engineer. Will lead and/or peer review solutions and bases of estimates (BOEs) providing solution viability and repeatability.
- Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and agreements that the CTO/CIO sets forth or that a contract agreement has set forth. Optimize SLAs and KPIs for a more efficient delivery of services. Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences.
- Support the development of a portfolio of standardized solutions to drive leveragability, repeatability and economies of scale resulting in optimal use of resources.
- Responsible for the optimized delivery of those solutions to customers over the lifecycle of the relationship.
- Provide technical, managerial, and administrative direction for problem definition, analysis, requirements development, and implementation for complex to extremely complex systems.
- Interacts with key business stakeholders and internal team leads and senior management to coordinate activities, review planned changes, respond to unplanned outages, and resolve escalated issues.
- Evaluate partners and vendor relationships. Evaluate and recommend products and services.
- Support development of CTO/CIO strategic plan and provide recommendations on NextGen solutions based on industry & market demand.
Employee development and career enhancement
- Ensures engagement resources managed effectively
- Performs regular performance reviews
- Establishes training/certification needs
- Schedules training time
- Career planning & personnel development
- Promotes Team building among resources
- Provides recruiting with new hiring profiles
- Resolves personnel issues
- Escalates personnel conflicts to appropriate HR contact and appropriate internal management levels
Supports Business Development Efforts as assigned
- Collaborates as required with Centers of Excellence within the corporate environment in the development of proposals for Solution services, which involve single solution disciplines
- Collaborates as required with Solutions Architects in the development of proposals for solution services, which involve complex solutions
- Collaborates as required with Business Development, COE’s, Solution & Enterprise Architects in the creation, updating, retirement of service offerings
ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
Key Skills/Knowledge (Competencies) Required:
- High level of project and engagement execution, risk management, and management experience in the IT service delivery arena
- Proven track record in significant management roles
- Must exhibit strategic skills in determining opportunities and threats through comprehensive analysis of trends
- Solid judgment and decision-making capability, including resolving issues and challenges arising in service delivery across the enterprise
- Experienced in industry recognized methodologies, and Best Practices for delivering services from an operational perspective
- Successful P&L management experience
- Strong leadership and management skills, to include: vision, team building skills, coaching/training, goal setting and performance management, change leadership and conflict management, empowerment and diversity. Recognizes “A” Players, encourages the progression of “B” Players, and repairs or removes “C” Players
- Strong interpersonal skills, to include: strong first impression, like-ability, listening, customer focus, team player, assertive, communication (written and oral), political savvy, persuasive, and negotiation
- A high level of personal competencies, to include: integrity, initiative, organization and planning, excellence, independence, stress management, self-awareness, and adaptability
- Strong motivator: enthusiastic, ambitious, tenacity, high energy.
Education/Experience Required:
- Over 20 years of progressive experience in federal IT solution development and service delivery execution
- Experience in driving certifications in ISO9001, CMMI
- Agile SW Development
- MS in Systems Engineering
- PMI’s PMP certification
- ITIL Foundations Certification
- At least 10 years of experience interfacing and presenting to C-level executives
- At least 8 years of related experience with an emphasis on;
- process management programs and/or projects.
- Asset Management
- Transition Support
- Other Projects and Operational Support
- Audit Remediation
- eDiscovery, Infrastructure Delivery Management, and Overarching Process Support.
- At least 5 years of proven experience managing a program with at least 50 personnel delivering Common Services
- process management programs and/or projects.
Find one job in US 