As the Manager of Technical Operations, you will support the IT Service Delivery Manager (SDM) in all service related activities, projects, initiatives, processes and procedures on this large Serco program. In this role you will also be called upon to assist or take the lead in the areas of people management, employee coaching and mentoring, enforcement of team completion of company required ethics and compliance training and any other required first time and annual refresher training. You will support the IT SDM with the role of focusing on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients. You will work with technical teams to prepare and maintain agreed upon budget objectives and constraints and assist with ad-hoc/scope creep changes. You will also provide data for management, daily/weekly/monthly reports that highlights performance and trend analysis.
You will effectively manage cross functional processes inclusive of management of the IT technical review board (TRB) and the IT change management (CM) procedures to include maintaining the Sharepoint and other documentation sites, generating appropriate communications and managing the processes of technical reviews, planning and scheduling approvals, and ensuring all changes are coordinated, tested and within change window guidelines. You will need a substantial technical background and be able to work with various technical teams. You will also be called upon to lead service restoration team (SRT) efforts to restore services when impacted and be able to be effective at trouble shooting and engaging others to minimize the issue/outage impact. You’ll be instrumental in driving the root cause analysis (RCA) process to identify root cause of the issue/outage and work to mitigate any recurrence. You will also conduct monthly service delivery checkpoints with key stakeholders to understand overall satisfaction.
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 Government of Canada, 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 has approximately 6,000 employees with an annual revenue of $1 billion 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, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).