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Senior Operations Manager
2 months ago
We are seeking an experienced Operations Senior Manager to join our team at General Dynamics Information Technology (GDIT). As a key member of our Customer Engagement organization, you will be responsible for overseeing the delivery and performance of multiple service desk programs.
Key Responsibilities:- Personnel Development: Mentor and develop Service Delivery Managers, fostering a culture of continuous learning and professional growth.
- Performance Management: Own and manage portfolio performance, ensuring adherence to program SLAs, service quality, and other key metrics.
- Risk Management: Conduct regular risk assessments and develop mitigation strategies to address potential issues.
- Governance: Oversee and manage the development and maintenance of operational approaches, standards, and procedures.
- Stakeholder Engagement: Develop deep partnerships with clients to understand their evolving needs and ensure that service offerings are aligned with their strategic objectives.
- Financial Management: Manage the budget for the service desk portfolio, including forecasting, tracking expenditures, and ensuring financial goals are met.
- Continuous Service Improvement: Promote a culture of continuous service improvement within the organization, encouraging innovative ideas and solutions.
- Business Growth: Oversee the operational components of new program transitions and onboarding, ensuring smooth and efficient launches.
Requirements:
- Bachelor's degree in business administration, management, or a related field; advanced degree preferred.
- Minimum of 5 years of experience in operations management in a leadership role within a service desk or contact center environment.
- ITILv4 Foundations certification or ability to obtain within 90 days of hire.
- Proven experience in managing large, complex portfolios with multiple service lines and clients.
About GDIT:
GDIT is a global technology and professional services company that delivers consulting, technology, and mission services to every major agency across the U.S. government, defense, and intelligence community. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber, and application development.
Total Rewards:
We offer a comprehensive benefits package, including medical plan options, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. We also offer full flex work weeks, paid time off plans, and other benefits to ensure our employees are able to protect their income and maintain a healthy work-life balance.
