REQ#: RQ183766Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Operations Senior Manager joining our team to support our service desk programs activities in Bossier City, LA or Barbourville, KY

The Operations Senior Manager is a senior leadership role responsible for overseeing the delivery and performance of multiple service desk programs within the Customer Engagement organization. This position plays a key role in meeting service levels, maintaining service quality, and implementing continuous service improvement initiatives. The Operations Senior Manager will lead a team of Service Delivery Managers and will be instrumental in developing and executing the strategic vision for the service desk portfolio. This position requires a strong leader with the potential for upward mobility.

Key Responsibilities:

Personnel Development: Mentor and develop Service Delivery Managers or other direct reports, fostering a culture of continuous learning and professional growth. Manage and evolve internal mobility and career pathing programs and initiatives to support employee development and retentionPerformance Management: Own and manage portfolio performance, ensuring adherence to program SLAs, service quality, attrition rates, attendance, occupancy, efficiency, schedule adherence, and productivity metrics. Collaborate with Service Delivery Managers and the Workforce Management (WFM) team on forecasting and capacity planning for all programs within the portfolio. Make strategic decisions on staffing levels, new hire training, and resource allocation to balance both financial and SLA performance. Participate in internal service review meetings, addressing performance, service improvements, quality, and process optimization with Program Managers and applicable client stakeholdersRisk Management: Conduct regular risk assessments for programs within the portfolio and develop mitigation strategies to address potential issues. Ensure that all operations comply with relevant regulations, industry standards, and client requirements, particularly in government contractsGovernance: Oversee and manage the development and maintenance of operational approaches, standards, and procedures to ensure consistency and efficiency across the portfolioStakeholder Engagement: Develop deep partnerships with clients to understand their evolving needs and ensure that service offerings are aligned with their strategic objectives Collaborate with senior government and GDIT leadership, as well as other stakeholder groups, to understand and anticipate customer needs, and to develop and implement the long-term goals and strategic vision of the service offering. Foster and develop relationships with senior client and GDIT sector/PM stakeholders, building trust and ensuring alignment of goals. Build and maintain relationships with TSS L5/L6 leaders to facilitate cross-functional collaboration and supportFinancial Management: Manage the budget for the service desk portfolio, including forecasting, tracking expenditures, and ensuring financial goals are met. Identify and implement cost-saving opportunities while maintaining service quality and client satisfactionContinuous Service Improvement: Promote a culture of continuous service improvement within the organization, encouraging innovative ideas and solutions. Oversee the development of CSI business cases, evaluating the feasibility, effort, cost, risk, and value proposition of proposed initiatives. Review and approve CSI initiatives, ensuring alignment with organizational goals and client expectations. Lead initiatives to integrate new technologies and tools that enhance service delivery, efficiency, and client satisfactionBusiness Growth: Oversee the operational components of new program transitions and onboarding, ensuring smooth and efficient launches. Design and develop service solutions that meet client needs and drive business growth. Coordinate and assist with authoring technical proposals, white papers, and marketing materials to support business development initiatives. Promote TSS Services as part of pre-proposal customer call plans. Develop basis of estimates (BOE) for proposals and other business growth effortsService Vision and Strategy: Assist in the design and development of the Customer Engagement service vision and strategy, aligning with industry best practices (e.g., ITIL, HDI). Conduct market research to compare current operations to industry standards and inform organizational goals and strategic vision. Contribute to the development and design of the service roadmap, identifying opportunities for innovation and growthCross-Functional Collaboration: Work closely with other departments such as HR, IT, and Finance to align operational strategies with overall business goals

Required Qualifications:

Bachelor’s degree in business administration, management, or a related field; advanced degree preferredMinimum of 5 years of experience in operations management in a leadership role within a service desk or contact center environment of similar size, scope, scale or complexityITILv4 Foundations certification or ability to obtain within 90 days of hireProven experience in managing large, complex portfolios with multiple service lines and clientsStrong understanding of service management frameworks (e.g., ITIL) and best practicesExcellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teamsStrategic thinker with a track record of developing and executing successful service delivery strategiesAbility to manage multiple priorities in a fast-paced, dynamic environment

Preferred Qualifications:

Master’s degree in business administration, management, or a related field, and minimum 10 years of experienceExperience leading process/technology innovations and improvements.Other Advanced ITIL CertificationsExperience in federal, state, or local government service delivery.or equivalentExperience in business development and proposal writing

Competencies:

Business AcumenFinancial AcumenWorkforce ManagementEmployee DevelopmentLeadership and VisionStrategic PlanningStakeholder ManagementOperational ExcellenceContinuous Improvement

Travel:  This role may require occasional travel 2 to 4 times per year to client sites and other GDIT locations.

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays