Performance Management Lead

CACI International•Sterling, VA

49d

About The Position

CACI is seeking an experienced and highly motivated Network Service Provider Performance Management Lead. This candidate should have 10 or more years of service operations and delivery management experience in a network service provider environment. The Performance Management Lead is a multifaceted senior role in the client’s multi-supplier ecosystem supporting the integration, management and measurement of Network Services.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
10+ years of experience in network operations, quality assurance, or related roles
TS/SCI with Poly required
ITIL Certified
Experience with ServiceNow, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions
Experience of performance data analysis of ITIL processes
Must be proficient in analyzing data, metrics, and associated results and communicate effectively what the data is portraying and the meaning behind it to Executive Leaders within the customer environment
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven and analytical mindset of service excellence and customer satisfaction
Demonstrated leadership abilities
Excellent customer service skills to understand client and Customer representative’s concerns and requirements

Nice To Haves

Experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios
Experience working with Government clients, specifically within the Intelligence Community
Project Management Professional (PMP) certification
Leader in MSI practice implementation and operations
Led managed IT infrastructure service transitions
Experience leading large teams in a matrixed management structure
Demonstrated experience with facets of personnel management
Experience managing large, decentralized public-sector clients

Responsibilities

Be responsible for managing the Performance Management and Service Level Management functions of the Network Service Operations, and specifically the oversight relationships among both the program and other Service Providers, key government stakeholders, and other Functional Leads to ensure that service delivery and associated SLAs and KPIs are adhered to for end-to-end service delivery.
Be responsible for communicating and strategically working across the program and customer ecosystem to standardize service delivery metrics, measures and reporting for the ecosystem.
Be responsible for the management of requirements for the ITSM SLM module and establishing standards for measurement, reporting and communication across the program to include participation in the Governance forums that are hosted by customer
Perform as the leader of a team that delivers high quality work and adapts to new challenges
Assist with the establishment of performance goals for the development of SLA and KPI metrics, graphs, trends, and analysis to be presented at Governance Forums
Provide oversight of analysis and support for on-going service delivery, performance, and support other ITSM process areas as needed
Oversee a team of analysts that are assisting functional leads with defining the KPIs used to measure their performance and assisting mangers of major incident resolution and appropriate reporting
Work closely with the customer, functional leads, and process leads to analyze service delivery, recommend appropriate SLAs and KPIs and create appropriate ServiceNow (or Tableau) dashboards, for reporting and communications to ensure standardization of network service delivery
Develops an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels, and serves as an escalation point for issues
Oversees the collection, analysis, and the reporting on network performance metrics, trends and bottlenecks
Assist the Project Managers and analysts in their day-to-day activities of working with functional leads to develop and implement Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and cross-service shared delivery measurements
Oversee the Event Management process team that manages the Event Management process (design, monitor service performance, update, and aligns with contractual obligations) by ensuring that processes are in place, that service providers, vendors, and client representatives are following the process, ownership of escalated process issues, and that reports are produced and distributed
Oversee monthly business reviews covering Service Level performance, technology planning, reporting status, operational issues, and improvement opportunities
Manage the execution of various customer service reports and surveys
Responsible for direct reports