Service Delivery Manager

Discover a career that is challenging, impactful, and mission critical. Join our team as a Service Delivery Manager (SDM) and make an impact in Omaha, NE. While you help us advance the mission, we’ll help advance your career.

The SDM is responsible for the overall end-to-end service delivery of customer facing Service Desk operations. The ideal candidate will leverage leadership and management competencies to continually enhance the customer experience though continuous service improvement and by creating a high-performance culture. This person will apply critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks. The SDM is a government stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.

HOW SERVICE DELIVERY MANAGER (SDM) WILL MAKE AN IMPACT:

• Lead and manage customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment
• Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives
• Provide overall management support and oversight of all personnel, including employees and contractors
• Oversee the day-to-day service delivery for 24x7 service desk operations, to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency
• Give input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
• Collect, interpret and analyze data and reports to identifying patterns and trends in data sets in order to inform business decisions
• Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives to deliver business value
• Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs, to develop and implement the long-term goals and strategic vision of the service offering

WHAT YOU’LL NEED TO SUCCEED:

Education: Bachelor’s degree or equivalent experience

Required Experience: Five or more years of related technical and managerial experience operating medium to large end-to-end service desk or contact center operations

Required Skills and Abilities:

• Recent experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (50 to 100 Agents)
• Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
• Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
• Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
• Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences
• Able to manage sensitive and sometimes confidential information
• Must have or be willing to obtain CompTIA Sec+ or equivalent

Security Clearance Level: Must have a Secret Clearance or higher and willing to obtain TS Clearance with an SCI determination

Preferred Skills:

• Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience
• Public sector experience
• Certifications: ITIL 4 Managing Professional or HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager (HDI-SDM) or Certified Customer Service Manager (CCSM)

Location:

• On-site in Omaha, NE
• Travel Required: 10-25%

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GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays