Executive, IT Service Delivery

ManTech (www.mantech.com)


  full-time   employee   contract

United States

ManTech is seeking an experienced IT executive to serve as the IT Service Delivery Lead on a multi-billion dollar, long-term contract supporting a government customer. This is an opportunity to transform service Delivery for population of up to 50,000 users distributed across multiple locations throughout the United States.

Essential Job Duties:

· Leads the IT service Delivery model design during the proposal process; supports responses to final proposal revisions and may attend oral briefings with the client

· Responsible for establishing, implementing, and maintaining Service Delivery goals and objectives in alignment with client’s strategic enterprise and business goals

· Defines Service Level Agreements (SLAs) and designs the organization (people and processes) to regularly exceed SLA requirements and continuously improve speed and quality

· Leads all aspects of service Delivery organization; responsible for hiring, performance management, and leadership for an organization of 500 personnel

· Develops, coordinates, and oversees the enforcement of client’s enterprise methodologies, policies, procedures, tools, guidelines and standards of operations within the service Delivery organization

· Drives continuous improvement initiatives and works with client leaders to implement operational or process changes that improve efficiency and effectiveness

· Establishes and maintains Delivery operations roadmap, standards and metrics which support the overall enterprise business

· Interacts with executive level clients to promote ManTech solutions and/or resolve client Delivery issues

· Provides input and consultation to leadership regarding Delivery services, total cost of Delivery, return on investment and opportunities to utilize technology to provide business advantage

Minimum Requirements:

· Ability to achieve a public trust level suitability/clearance

· Bachelor’s degree in Information Technology, Computer Science, or a related field required; Master’s degree preferred

· 15 or more years of experience in IT Service Delivery, with leadership of over 250 staff in a multi-location environment

· Advanced knowledge in the following areas:

o IT managed services

o IT infrastructure and operations management

· Demonstrated ability in maintaining excellent customer satisfaction rating while meeting/exceeding all SLAs

· Ability to interface with executive level government customers, achieve buy-in and support for initiatives

· Experience leading significant change management initiatives

· Strong leadership skills- ability to mentor and coach subordinate leaders to drive excellence throughout the team