Position Description
Serco-NA is looking for a Service Delivery Senior Manager to join their team. You will report to the Vice President of IT Service Delivery, the IT Service Delivery Senior Manager (SDM) serves as the primary IT point of contact for Serco's Centers for Medicare and Medicaid Services (CMS) line of business. This business unit facing position focuses on keeping program leadership and employee teams satisfied with the provided IT services by performing the following: managing day to day operational activities, resolving availability issues, tracking service metrics, and ensuring IT related projects are delivered within scope and timeline. Responsibilities also include ensuring that service agreements are met, establishing, and maintaining positive relationship with clients, addressing customer satisfaction issues, managing conflict, establishing priorities, and finding creative ways to improve IT service delivery.
A key aspect of this role is project leadership and O&M activity planning, to include recommendations for operational enhancements, end user support, system maintenance, platform stability, Incident, Change and Problem Management. Additionally, this role is responsible for developing and reporting upon key performance and operational metrics on a recurring basis.
Key Skills and Activities:
Service Management
o Serve as primary POC for IT Service Delivery in a 24x7 support model. Performs liaison duties between business unit managers and employees and Serco IT departments in the areas of systems
implementation, hardware upgrades, change management, decommissions, life cycle management, systems modifications, and troubleshooting.
o Supports the IT department's operational and strategic planning efforts, as well as adherence to Corporate IT Policies and Procedures, including the development of additional controls
o Establishes and refines IT delivery processes, workflow diagrams, and operational and systems documentation
o Consults with appropriate business unit staff to clarify system and program requirements, identify problems, and determine the extent of upgrades/modifications and support requirements; works to define business and systems requirements for new technology implementations with the business unit
o Support business units with asset management for IT hardware, software, and other equipment.
o Takes ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
o Serves as a key contributor within the Incident, Service Request, Change Management, Problem and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
o Interfaces with all IT departments to ensure a strong understanding of projects and service offerings is understood and appropriate support and processes are implemented
o Drives internal and third-party service review meetings covering performance, service improvements, quality, and processes
o Manages communications and notifications to customers and other stakeholders
o Builds relationships by establishing and maintaining communications with corporate business units, and/or program executives and staff regarding pertinent IT activities
o Manages customer experience and expectations through evaluation of feedback, efficient practices, and continuous improvement of services
Performance & Quality
o Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity and strategic plans for all associated systems
o Establishes and socializes Service Level Objectives with the business and other IT departments
o Socializes service impacts with the necessary internal and program stakeholders
o Meets with business unit program managers, leadership and key stakeholders on a consistent basis
o Makes recommendations for service improvement plans and ensures actions are followed through to completion in a timely manner
o Works with internal IT teams to ensure actions are taken and completed to protect and improve services
o Provides regular and accurate management reporting on IT Service performance and manages planned and unplanned outage cycles
o Facilitates the role of ambassador for the IT department, working across the business to provide effective communication on IT matters and builds relationships with other teams to ensure effective dialogue between departments
Technology
o Leads and oversees the Field Services team members to continually improve the end user computing environment, through incident and request resolution
o Manages the desktop computing environment to ensure that provided network access devices are built and maintained to high standards of performance and security
o Works with the appropriate IT and Business Unit teams to evolve technology standards in alignment with the IT strategic and execution plans
o Collaborates with peers on all design plans, projects and proposals for new technology, data center additions, network, and IT operations changes, to ensure adherence to Serco technology standards and enterprise architecture best practices
Qualifications
Education/Required Experience:
Bachelor's degree or equivalent work experience
8+ more years of related work experience in IT services
Experience with providing IT field support and overseeing end user support teams
Vendor management experience for application, compute and infrastructure services
Customer relationship management experience with senior management
Budget management and procurement experience
Strong organization, planning and time management skills
Proficiency in leading both physical and virtual teams
Operational ability in a diverse, large-scale environment
Excellent written and verbal communication skills
ITIL v4 certification - preferred
PMP certification - preferred
If you want to join a great company and team, take a few minutes to apply for immediate consideration.
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
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ID 49844
Recruiting Location : Location US-VA-Herndon
Category Information Technology
Position Type Full-Time
Security Clearance None
Telework Yes - May Consider Full Time Teleworking for this position
