Mantech

ManTech seeks a motivated, career and customer-oriented Senior Service Delivery Program Manager to join our team in the DC, Maryland, and Virginia (Northern) DMV area.

In this role you will oversee the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities. You will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues and timely resolution. 
 

Responsibilities include, but are not limited to: 

• Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews 
• Lead and mentor team members to continuously improve processes and track outcomes of the value stream 
• Work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues 
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand 
• Analyze third-party as well as internal processes, and creating strategies for service delivery optimization 
• Review and track ticket processes and metrics, working closely with functional leads ensuring tickets are closed properly and efficiently, identifying trends, highlighting risks, and working with the team to develop and implement mitigation approaches. 
• Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval, developing and recommending dashboards to support visibility and management of activities and processes 
• Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage 

Required Qualifications: 

• 9+ years of recent relevant experience and a Bachelor’s degree in computer science, information technology, cybersecurity, or a related field of study. 
• 2+ years of related experience in supporting geographically dispersed enterprise operations teams 
• An Information Technology Infrastructure Library (ITIL) v4 and an Information Assurance Technical (IAT) II certification 
• Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, and Word 

Preferred Qualifications: 

• DHS and/or DOD experience 
• Experience with ServiceNow 
• Experience with Agile 

Clearance Requirements:

• Must have a current/active Secret clearance with the ability to obtain and maintain a TS/SCI.
• The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.
    

Physical Requirements: 

• Must be able to work in office environment and maneuver in data center and other IT equipment installation locations.  
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 
• Ability to lift and carry 75 lbs for distances up to 50 feet.