Serco Inc.

  • Manager of Technical Operations

    Work Location
    Information Technology
    Position Type
    Security Clearance
  • Position Description

    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.   


    • Proven leadership experience in a fast paced service oriented IT management role including people management and company compliance initiatives
    • Proven experience driving and improving cross functional processes such as technical review board (TRB), change control board (CCB), root cause analysis (RCA), and service restoration team (SRT) activities.
    • Strong budget contribution/ creation and adherence skills
    • Proven experience of change management, enabling and managing change through people, processes and technology
    • Proven experience of project work to include project management of a portfolio of IT related projects, resource sizing and allocation, and executive briefing on status and next steps
    • Extensive background in Operational or Customer Service Delivery environments is Essential
    • Application development, enhancement, release management and support is desirable
    • Effective communication, influencing and negotiating skills
    • Ability to constructively challenge and demonstrate conflict management and problem solving skills  
    • Effective report writing creation and presentation skills
    • Strong understanding of Change, Release/Deployment & Knowledge Management and recognize the importance of it to the success of the program
    • Self-motivational with clear appreciation of program goals and initiatives for the program they support
    • Ability to engage with and listen to people and be a proven contributor
    • Flexible to be able to adjust and reprioritize workloads according to demands  
    • Provide thorough detailed approach whilst recognizing the need for timely delivery
    • Provide advice and guidance on methods, procedures, and requirements to individuals responsible for the creation of documentation
    • Proven planning and implementation methods to improve response to company and external surveys and other initiatives
    • May provide work leadership for lower level employees
    • Ability to provide support to areas such as product implementation, enhancement, integration or audits.
    • A minimum of 2 to 4 Years of supervisory experience.
    • Bachelors degree required or 10 + years proven experience in a similar role.

    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 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).


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