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IT Operations Service Delivery Manager

2 months ago

Bloomington, Illinois, United States ManTech Full time

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you'll help protect our national security by providing enterprise IT support for one of our most critical customers in the Intelligence Community.

Currently, ManTech is seeking a motivated, career and customer-oriented Technical Project Manager to join our team in one of several locations across Northern Virginia. The team responds to a variety of customer requirements with a focus on providing productive and collaborative computer workspace (new or renovated) to support dynamic mission requirements. This position is responsible for leading teams in support of a customer with high operational IT availability.

Responsibilities include, but are not limited to:

  • Manages all aspects of a diverse IT project or multiple IT projects, typically involving multiple disciplines in the IT function
  • Leads teams who manage projects with notable risk and complexity; develops the strategy for project execution.
  • Solves unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.
  • Manages all aspects of a diverse IT project or multiple IT projects, typically involving multiple disciplines in the IT function.
  • Utilizes expertise and leadership skills to direct staff and to resolve issues to ensure project goals and requirements are met.
  • Management responsibilities to include holding the assigned technical PMs accountable for achieving cost, schedule, and delivery.
  • Oversee a master schedule; performing schedule analysis, monitoring project progress against cost and schedule and resolving variances, validating completion of scheduled project activities and milestones, providing updates to customers and Program management.
  • Use ServiceNow to manage requirements from initiation through project close-out. Includes procurement, schedule, cost, dependences, and project activities.
  • Monitoring customer satisfaction which includes interaction with customers and staff.
  • Collaborating with Engineering, Service Delivery, and customer engagement teams to ensure successful delivery of all projects.
  • Measuring, reporting, and meeting key performance indicators (KPIs).
  • Developing, maintaining, and updating SOPs, processes, and procedures.
  • Supporting KPIs by making recommendations, developing, and supporting initiatives to reduce project costs and enhance customer experience (automation, equipment, tools, technology, process, training, etc.).
  • Creating and briefing presentations, reports, metrics to customers and Program leadership.
  • Attending customer meetings and providing detailed minutes as required.
  • Developing employees, teams, and mentoring personnel to include establishing successors and working leads.
  • Ability to manage conflict and provide exceptional customer service.

Basic Qualifications:

  • Excellent oral and written communication skills.
  • Experience in leading multifaceted teams
  • Flexibility in environments with competing priorities
  • Utilizes expertise and leadership skills to direct staff and to resolve issues to ensure project goals and requirements are achieved
  • Ability to apply scrum master techniques in Agile development practices
  • Provides leadership to managers and professional associates
  • Is accountable for the performance and results of multiple related teams
  • Develops plans in support of organizational priorities
  • Decision-making is guided by objectives
  • Requires a comprehensive understanding of internal and industry standards and principles
  • Manages multiple related teams, sets organizational priorities, and allocates resources; executes business plans
  • Identifies and resolves complex multi-dimensional business problems
  • Impacts the business results by setting priorities, allocating resources, and developing policies and plans
  • Guided by business plans
  • Influences others internally and externally
  • Proven ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.
  • Expertise, training and actual work experience with specific customer systems and technologies.
  • Must demonstrate ability to thrive and succeed in a challenging environment.
  • Experience in conducting interviews
  • BA/BS and ten (10) years of experience, or a combination of education and work experience equivalent to 14 years.

Preferred Qualifications:

  • PMP or equivalent project management certification
  • ITIL v4 Foundation, or higher, certification
  • Experience with ServiceNow ITSM & ITMB
  • Knowledge of Cat5, Cat6, Fiber, Network Switches, patch panels, voice technologies.

Security Clearance Requirements:

  • Active and current TS/SCI with polygraph.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.