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Enterprise Services Solutions Lead
10 + years
DC - Washington
The Enterprise IT Operations Service Delivery Manager (SDM), will support the Enterprise IT Operations PM in the execution of Service Delivery strategy and initiatives. In addition to executing Service Delivery strategy and initiatives, another key responsibility of the SDM is to assist the PM with governance across all areas of IT and cyber services, including service management, incident, problem and change management, continual service improvement and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery. The SDM will report to the PM who has the responsibility of ensuring that the technical solutions, service delivery and schedules are implemented in a timely manner. The SDM will be responsible for implementing enterprise-wide ITIL v3 practices, cloud based shared services, and a Help Desk Institute (HDI) support model. The SDM will be the key point of communications interface with senior Government officials.
Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do.
Working with the client and operations teams to identify, and manage service improvement activities.
Ability to prioritize and work with multiple assignments simultaneously.
Ensuring operations teams are aware of changes and are fully prepared to execute to include oversight of any needed training to support changes.
Strong organizational skills.
Successful service delivery - SLA achievement and high level of customer satisfaction.
Ability to learn quickly and adapt to ad-hoc changes in the environment.
Superb oral and written communication skills.
Must be able to work proactively and under pressure.
Positive and enthusiastic attitude.
Deliver tasks on time and keep promises.
Monitoring overall performance of services.
Ability to interact effectively with all levels of management, customers, peers, and staff.
Over 10 years of experience in IT service management and infrastructure support
?Proven experience in implementing large migrations, including Cloud-based environments
Translating business requirements into technical cloud solutions
Transitioning legacy application services to SaaS solution
Providing cross-vendor communication in a multi-vendor environment
Providing technical leadership for modernization projects, including strategic planning and implementation, making use of Cloud services
End-user and stakeholder engagement, communication, and training.
•Bachelors’ degree, 10+ years
•ITIL Master Certification required
•ServiceNow, AWS, or MS Azure certifications
PMP, HDI-SDM, CSM, or other professional certification(s) preferred
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ActioNet Inc. is an Equal Opportunity/Affirmative Action Employer.