Center Operations Manager (COM)

15+ years experience  • 

Salary depends on experience
Posted on 02/23/18
15+ years experience
Salary depends on experience
Posted on 02/23/18

Job Duties and Responsibilities     

ManTech isseeking an experienced IT Managed Services leader with the right blend oftechnical aptitude and business acumen to serve as the Center Operations Manager (COM) over one of our Government customer’slarge Locations.  IT Managed services includebut are not limited to help desk operations (Level 2 & 3), client systems,IT HW and SW asset management, service management (ITIL), mobile devicemanagement and print services in support of over 10,000 End Users.


In this roleyou be the lead engagement executive for ManTech at the location withresponsibility for all aspects of Client Management, Service Delivery (SLA)Management, budget Management, Transition, Innovation and Transformation, andContract Compliance.


Reporting tothe Vice President for IT Managed Services based in Huntsville, AL, this is ahigh profile position that will include working constructively in partnership withthe client to transform their environment to a device agnostic, cloud basedDigital Edge Strategy.


Essential Job Duties:


· Responsiblefor Customer Satisfaction as measured by the End User Experience and SLAcompliance.

· Responsiblefor achieving Service Delivery goals and objectives in alignment with client’sstrategic enterprise and business goals- regularly exceeds SLArequirements and continuously improves speed and quality

· Leads all aspects of service deliveryorganization for the center, responsible for hiring, performance management,and leadership for an organization of approximately 100 personnel

· Monitorenterprise asset inventory health for all IT hardware asset types (servers,laptops, desktops, network and mobile devices, etc.) and facilitate remediationwhen deviation occurs

· Interfaceswith vendors for hardware, print services, and mobile services, communicatesregularly and resolves issues at the center level, escalates when needed

· Ensures achievement of client andinternal program performance, quality, and financial targets and developsstrategies for continuous improvement against targets

· Identifies and oversees theimplementation of innovative  service offerings using a variety ofstrategies, technologies and by leveraging service offerings

· Identifies, negotiates with and managessubcontractors and vendors by establishing clearly defined master serviceagreements and/or service level agreements

· Regularly interfaces with senior executivegovernment customers

· Develops new organic business from thisprogram through contract modifications, or additional task orders/follow oncontracts

 

Experience Requirements:

 

· Ability to achieve a public trust levelsuitability/clearance

· Bachelor’s degree in Business Administration,Information Technology, Computer Science, or a related field required; Master’sdegree preferred

· At least 10 years of recent, large scale, ITManaged Service leadership experience where the IT Services include ServiceDesk, Client System Management and End User Support with a staff of at least50.

· Advanced knowledge in the following areas:

o  IT managed services and Service Now implementation

o  IT infrastructure and operations management

o  IT asset management

o  IT security

o  IT transformation

o  Microsoft Office 365

· Reporting technical and schedule statusto customers and internal management

· Experience in management/evolution ofIT systems on distributed network architectures

· Ability to assess IT and logisticstechnology and process improvements to drive operational and maintenanceefficiencies

· Experience in planning IT technologyrefresh cycles to ensure no disruptions to operational systems

· Experience with either a SoftwareEngineering Life Cycle or Systems Engineering Life Cycle

· Some technical background innetworking, technology management, technology forecasting, video/audiotechnologies, VDI, and cloud
Qualifications    

· Ability to achieve a public trust level
suitability/clearance


· Bachelor’s degree in Business Administration,
Information Technology, Computer Science, or a related field required; Master’s
degree preferred


· At least 10 years of recent, large scale, IT
Managed Service leadership experience where the IT Services include Service
Desk, Client System Management and End User Support with a staff of at least
50.



· Advanced knowledge in the following areas:

o  
IT managed services and Service Now implementation

o  
IT infrastructure and operations management


o
IT asset management

o  
IT

o  
IT transformation

o  
Microsoft Office 365

· Reporting technical and schedule status
to customers and internal management

· Experience in management/evolution of
IT systems on distributed network architectures

· Ability to assess IT and logistics
technology and process improvements to drive operational and maintenance
efficiencies

· Experience in planning IT technology
refresh cycles to ensure no disruptions to operational systems


· Experience with either a Software
Engineering Life Cycle or Systems Engineering Life Cycle


· Some technical background in
networking, technology management, technology forecasting, video/audio
technologies, VDI, and cloud

Degrees     Bachelor's Degree
Years of Experience     10-12 years w/Bachelors Degree
12-15 years w/Bachelors Degree
16 plus years w/Bachelors Degree

96514BR

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