Lead Service Delivery Program Manager

1 week ago

Herndon, Virginia, United States ManTech Full time

Secure Our Nation, Ignite Your Future

Become a vital part of a diverse team at an industry-leading organization where employee welfare is paramount. At ManTech International, you will contribute to national security while engaging in innovative projects that provide avenues for professional growth.

We are looking for a highly qualified and driven Senior Service Delivery Program Manager to oversee our Network Operations Security Center (NOSC). In this role, you will manage the execution of interconnected activities under the task order, ensuring seamless integration, coordination, and execution of operations. You will collaborate closely with customer stakeholders, project managers, and team members to ensure effective support and resolve resource allocation challenges.

Key Responsibilities:

  • Ensure high performance levels for service-related processes and implement improvement initiatives as needed.
  • Take charge of critical incidents, coordinating with resolution teams and establishing effective communication for post-incident evaluations.
  • Lead and mentor team members to enhance processes and track outcomes within the value stream.
  • Collaborate with the Watch Officer, operations teams, and others to maintain focus on essential requirements and service delivery challenges.
  • Accountable for service delivery performance, meeting customer expectations, and driving future demand.
  • Analyze both third-party and internal processes to develop strategies for optimizing service delivery.
  • Review and monitor ticket processes and metrics, working closely with functional leads to ensure efficient ticket resolution.
  • Develop, track, and analyze customer satisfaction surveys to inform decision-making and enhance support, updating surveys as necessary with stakeholder approval.
  • Recommend and develop dashboards to enhance visibility and management of activities and processes.
  • Gain a comprehensive understanding of projects to derive insights into service delivery scope.
  • Ensure timely and effective application of patching, software updates, and anti-virus measures.
  • Manage infrastructure licenses and device security certificates, providing expiration notices to prevent lapses in coverage.

Required Qualifications:

  • Certification in Information Technology Infrastructure Library (ITIL) v4 and Information Assurance Technical (IAT) II.
  • Bachelor's degree.
  • A minimum of nine years of relevant experience.
  • At least two years of experience supporting geographically dispersed enterprise operations teams.
  • Proficiency in MS Office applications, including Project, SharePoint, PowerPoint, Excel, and Word.

Preferred Qualifications:

  • Experience with the Department of Homeland Security (DHS).
  • Experience with the Department of Defense (DoD).
  • Familiarity with ServiceNow.
  • Experience with Agile methodologies.

Clearance Requirements:

  • Must be a U.S. citizen.
  • Must possess a Secret clearance.
  • Must be able to obtain and maintain a Top-Secret clearance.

Physical Requirements:

  • Ability to remain in a stationary position for extended periods.
  • Occasional movement within the office to access file cabinets and office machinery.
  • Frequent operation of a computer and other office productivity equipment.
  • Regular communication with co-workers, management, and customers, which may involve delivering presentations.

For positions requiring access to technology/software source code subject to export control laws, employment is contingent on verifying U.S.-person status or obtaining necessary licenses. The applicant will need to answer specific questions for export control purposes, which will be reviewed for compliance with federal law. ManTech may choose not to apply for a license for individuals whose access to export-controlled technology may require authorization.

ManTech International Corporation and its subsidiaries are equal opportunity employers. We do not discriminate against any employee or applicant based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech, please contact our Corporate EEO Department.

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