Operations Manager

Description

The Operations Manager will be responsible for creating roadmaps and building programs for IT Service Management while also providing technical leadership to align IT operations to meet business needs. The Operations Manager will oversee the delivery of IT Service Management inclusive of Service Desk and Network Operations Center services This program is required to provide IT systems support to approximately 12,000 employees of which the largest concentration is in the NCR but will also be required to provide support to CONUS and OCONUS sites.

Primary Responsibilities

Provide leadership for ITIL Service Management capabilities for the broader IT organization

• Champion the processes for Problem, Change, Release, Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective
• Ensure processes in place to support proper IT asset and life cycle management - IT Configuration Management Database (CMDB)
• Providing first line of support and/or initiating call out procedures for severity 1 and 2 incidents
• Resource scheduling to ensure service availability for both Service Desk and 24x7 Network Operations Center
• Monitoring and reporting of critical KPIs and SLAs to ensure highest level of client experience and service delivery (Unplanned outages, ASA, FCR, MOT, ABD)
• Implementation and identification of continuous improvement initiatives for system monitoring, call volume reduction and increased self-service
• Provide direction and support in day-to-day operations for Service Desk and Network Operations Center functions while achieving key SLA's
• Manage team performance, coach and mentor team members, and develop a succession plan for the group
• Identify, document, and implement end user related policies and processes; ensure compliance with corporate policies, procedures, and standards
• Prepare and manage budget and finances for area of responsibility including participation in required business case development. Identify areas to reduce cost.
• Drive operational excellence and continuous improvement mindset across the operational activities. Proactively identify key areas of improvements needed. Leverage/Ensure that standards and procedures are in place for the work of his or her team.
• Lead team of IT associates. Responsible attracting talent, performance evaluation, career development, coaching and counseling and manage compensation
• Align and support with strategic direction of broader IT organization. Own strategic plans and identify key innovative technologies that enhance customer experience, simplifies current landscape and processes.

• BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Generally has 4+ years of experience supervising or leading teams or projects.
• In-depth understanding of Service Design, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
• Knowledge of market offerings to compare with existing tools in the organization and provide appropriate recommendations
• Ability to proactively communicate technical topics in a clear, succinct, and relevant way.
• Proven experience and understanding of general finance, IT procurement, IT financial operations and managing IT cost centers in large corporate environments.
• Track record as an innovator and agent leading organizations and people through change.
• Business acumen.
• Strong leadership and influence skills.
• Excellent teamwork, facilitation, relationship building, and negotiation skills

• government contract experience
• ITIL or equivalent certifications