What are the responsibilities and job description for the Senior Service Delivery Program Manager position at MANTECH?
ManTech seeks 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
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
- An ITIL v4 certification
- An IAT level II certification
- A bachelor’s degree
- Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, Project, and Word
- DHS experience
- DoD experience
- ServiceNow experience
- Agile experience
- 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.
- 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.
