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Service Delivery Manager

Company: SAIC
Location: Augusta
Posted on: November 21, 2020

Job Description:

Description We are currently seeking a motivated, career and customer oriented Service Delivery Manager to join our team to begin an exciting and challenging career with SAIC. Description Manages subordinate management andor experienced specialist employees who exercise significant latitude and independence. Establishes operational objectives and work plans, and delegates assignments to subordinates. Manages multiple departments - including Service Desk Supervisors, Service Request managers and ITIL Service Management Processes such Major Incident Management. Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electromechanical equipment, computer systems, complex software, or networked andor wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineeringsoftware engineering. May be involved in customer installation and training. Provides support to customerusers where the product is highly technical or sophisticated in nature. Generally interacts directly with the customeruser when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Requires interaction with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. Duties bull Manages Service Desk Supervisors and provides guidance to manage, schedule staff and operate Service Desk processes to meet customer defined SLAs. bull Assignments are objective oriented based on defined areas of responsibility. Work is reviewed and measure by management in terms of meeting the organization's objectives and timelines. bull Manage ITIL Service Management operations and technical staff related to Service Desk activities such as Major Incident Management and Problem Management. bull Administers company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit policies. Involved in development of budgets, schedules and performance standards bull Provides direction to subordinate managers and staff according to established policies and management guidance. bull Secondary escalation point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems andor applications. bull Interacts frequently with internal and external management and senior-level customer representatives concerning projects, operational decisions, scheduling requirements, andor contractual clarifications. Leads briefings and technical meetings for internal and external representatives. bull Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit. bull Decisions impact work unit operations. Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules and require the allocation of more people and financial resources. bull Interacts internally with project leadership, subordinates and other supervisors. External interactions typically with suppliers, vendors andor customers for information sharing and basic problem resolution. bull Functions independently and provides assistance to managers and addresses more complex problems that are challenging and more complex or impactful. Qualifications Requirements bull Must be and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment. bull Bachelor's Degree and 14 years related experience or equivalent. bull Previous computer technical support preferred. bull Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCPIP addresses, VPN software, supporting remote users. bull Knowledgeable of Active Directory to unlock and reset passwords. bull Proficient with troubleshooting all Windows 7 and 10 Operating systems. bull Ability to troubleshoot and resolve email issues, specifically MS Outlook. bull Ability to communicate clearly and professionally, both verbally and in writing. bull Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. Requirements bull Must be and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment. bull HS degree 5 years prior Service Desk Help Desk Management experience required or, AA Degree in related discipline 8 years' service desk experience or Bachelors and six (6) years or more related experience Masters and five (5) years or more related experience PhD or JD and three (3) years or more related experience bull Previous experience managing IT Service Desk for a Federal Government Agency bull Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCPIP addresses, VPN software, supporting remote users. bull Knowledgeable of Active Directory to unlock and reset passwords. bull Proficient with troubleshooting all Windows 7 and 10 Operating systems. bull Ability to troubleshoot and resolve email issues, specifically MS Outlook. bull Ability to communicate clearly and professionally, both verbally and in writing. bull Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. HDI CSR preferred ITIL v3 or v4 preferred

Keywords: SAIC, Augusta , Service Delivery Manager, Other , Augusta, Georgia

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