ManTechseeks a motivated, career and customer-oriented Senior Service Delivery Program Manager to join our team in the Stennis, MS area .
Responsibilities include but are not limited to ?:
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently
Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders' approval
Develop and recommend dashboards to support visibility and management of activities and processes
Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly
Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage
Minimum Qualifications:
An ITIL v4 certification
An IAT level II certification
A bachelors degree
Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, Project, and Word
Preferred Qualifications:
DHS experience
DoD experience
ServiceNow experience
Agile experience
Clearance Requirements:
Must have a current/active Secret clearance with the ability to obtain and maintain a Top Secret clearance.
The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.
Physical Requirements:
Must be able to remain in a stationary position 50%
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
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