full-time employee contract
Become an integral part of a diverse team that leads the world in Mission, Cyber, and Intelligence Solutions. At ManTech International Corporation, you will help protect our national security while working on innovative projects that offer opportunities for advancement. This is a brand new project and your chance to make a difference from the very start!
Regional Managers are responsible for all facets of service delivery for their assigned region in Hawaii and requires leadership skills, customer interaction, a strong sense of urgency, and excellent team organizational skills across multiple technology disciplines. Maintains relationships with peer technical and operational teams critical to the overall success of Service Delivery. Provides 24/7 operational support for our customer who expects high availability for mission critical systems.
Hawaii Regional Manager is responsible for all facets of service delivery for the assigned region and requires leadership skills, customer interaction, a strong sense of urgency, and excellent team organizational skills across multiple technology disciplines. Maintains relationships with peer technical and operational teams critical to the overall success of Service Delivery. Provides 24/7 operational support for our customer who expects high availability for mission critical systems.
? Oversee daily operations for a region within a worldwide IT operations support contract
? Manage and maintain the IT service management framework encompassing service fulfillment, change control, incident, problem, request, and access and asset management.
? Responsible for the delivery of services within the SLAs and KPIs across region
? Analyze all data to ensure the service level agreements and performance standards are maintained and customer requirements are consistently met.
? Use SLA metrics and client survey data to identify and reports trends, anticipate problems, perform root cause analysis and work with members across the IT teams to implement preventative measures to ensure a best in class level of customer support services.
? Enforce and improve the operational systems, processes and policies used to deliver services to the customer specifically Incident, order fulfillment, and Change Management.
? Develop and document standards, policies, procedures and key performance metrics that support the continuous service improvements.
? Develop resource strategies to include staff size, location, and skill set, make tool/automation recommendation as necessary, ensuring operational and support processes are working as expected to meet the client service objectives
? Conduct daily operational status meetings reviewing SLA metrics, planned outages, and status of any ongoing incidents
? Present Operational Status to Service Delivery Director for Program Reviews
? Responsible for staffing capacity planning, analyze staff performance metrics, and adjust staff size and skill mix accordingly to achieve SLAs and maintain budget objectives
? Bachelor's Degree in a technical or business related Field
? 5 years' in a technical management role
? Highly developed oral and written communication and presentation skills with the ability to convey technical and business concepts to various audiences
? Ability to handle complex customer situations and interact with all levels of personnel to provide a quick and effective resolution
? Strong staff management.
? A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
? Ability to research subjects, with a commitment to provide continuous improvement
? Experience based on ITIL concepts and practices
? Ability to proactively address difficult issues and effectively handle demanding clients
? Process focused
? ITIL Foundations V3 certification
? PMP Certification
U.S. Citizenship and an active DoD TS/SCI w/ poly clearance based upon a SSBI completed within the last 5 years. Must be willing to submit to an initial and random polygraph.