Service Delivery Manager (PM IV) (Government)

AT&T•Columbia, MD

1d•$108,000 - $223,100•Onsite

About The Position

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. AT&T has an opening for a Service Delivery Manager to manage a multi-billion dollar program, provide oversight, guidance and direction to a team of staff delivering a full range of IT services – desktop, telephony, network (LAN/CAN), PCS, security -- to a large Intelligence Community client with thousands of users over a large geographic footprint Description of Job Duties/Responsibilities: This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. Run the organization that delivers IT services. Allocate and adjust resources and responsibilities across the team to ensure a seamless end-user experience. Ensure SLAs are met or exceeded. Collaborate and/or direct the collaboration with engineering teams on monitoring and measuring the performance of the current IT Service Delivery platform and processes, on troubleshooting and root cause analyses of operational issues, on ways to improve performance, on the deployment of changes to the current platform, and on the evolution of the next-generation platform and processes. Collaborate and/or direct the collaboration with peer Service Provider organizations. This position requires a mature understanding of IT Service and Delivery Management principles and a proven track record of applying practical project management techniques. This position owns and is accountable for all Service Delivery processes to include Incident, Change, Request, and Escalation processes, and subsequent workflow. This position is responsible for a successful execution and evolution of those processes to deliver business results and to develop team members. This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.

Requirements

TS/SCI with polygraph.
Bachelor’s Degree or equivalent years of experience required
Experience with and/or working familiarity with the USG procurement processes
Ten or more years of experience supporting the US Intelligence Community
A minimum of 10 years’ experience in infrastructure and operations support
A minimum of 5 years’ experience in a customer-facing role
A minimum of 5 years’ leadership experience at general management level (supervisory experience)
Strong verbal and written communications skills
The ability and willingness to effectively communicate with all levels of AT&T and Customer management up to and including Executive Leadership Teams.
Familiarity with ServiceNow, the ITIL Framework, Service Level Agreements (SLAs); prior experience in hiring and making staffing decisions.

Nice To Haves

Experience in customer service, help desk, or network operations center environment.

Responsibilities

Run the organization that delivers IT services.
Allocate and adjust resources and responsibilities across the team to ensure a seamless end-user experience.
Ensure SLAs are met or exceeded.
Collaborate and/or direct the collaboration with engineering teams on monitoring and measuring the performance of the current IT Service Delivery platform and processes, on troubleshooting and root cause analyses of operational issues, on ways to improve performance, on the deployment of changes to the current platform, and on the evolution of the next-generation platform and processes.
Collaborate and/or direct the collaboration with peer Service Provider organizations.
Own and is accountable for all Service Delivery processes to include Incident, Change, Request, and Escalation processes, and subsequent workflow.
Responsible for a successful execution and evolution of those processes to deliver business results and to develop team members.
Plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Pro-rated when working less than 40 hrs/wk.
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone