Enterprise Service Operations Manager

Enterprise Service Operations Manager
Company:

Zachary Piper Solutions, Llc


Enterprise Service Operations Manager

Details of the offer

Responsibilities: The Service Operation Manager is responsible for the staffing and efficient & effective operation of the Tier 1 Service Desk team (led by the EOSS Service Desk Manager) and the Tier 2 IT Operations Control team (led by the EOSS Tier 2 manager). These teams leverage proactive service monitoring, responsive call center operation, and mature Knowledge Management processes to quickly and effectively fulfill service requests, respond to network events, and address network incidents to include degradation or interruption of services. This includes leveraging the EOSS BMC ITSM ticketing system, properly managing ticket queues, escalating tickets, and managing incident and request tickets throughout their lifecycle. The Service Operation Manager is the senior Incident Manager and is responsible for documenting and implementing a mature Incident Management process. The Service Operation Manager is also responsible for compliance with all applicable Service Level Agreements (SLAs) and Service Level Objective (SLOs) with regard to call answer times, request and incident response times, and customer notification times. Additional responsibilities include providing metrics and reports on ticket management and service availability, briefing senior management and government leaders, and responding to higher level task orders and data calls.
Qualified candidates will have extensive team and organizational leadership experience working with the business customer, managing senior leaders, and meeting challenging mission support objectives. Specific experience in an IT managed services environment defining and delivering to critical success and key performance indicators aligned to customer mission impacts. Must be a technical, hands-on manager who can communicate and implement a strong vision for continuing our outstanding record of service delivery. Must have experience in an ITIL framed environment and demonstrated organizational innovation, optimization, and adaptability to changing customer mission needs over time.
Required Qualifications:
Technical degree or equivalent experience (10 years IT service delivery experience) or Master degree in IT related field (five years IT management experience)
DoD SECRET clearance required to start
A DoD 8570.01-m IAT Level III or IAM Level III Certification
ITIL version 3 or ITIL 2011 Intermediate-Level Certification
Desired Qualifications:
Experience managing service operations, as a service manager, against Service Level Agreements on a DoD task order / contract on a CPAF basis
Compensation:
150,000-160,000 with full benefits (Health, Dental, Vision, 401k)


Source: Dice


Area:

Requirements

Infrastructure engineer in colombia

Our company is R&D focused with 200 of the brightest minds in DC. We are made up of 40% PhD level researchers and over 100 top notch engineers to support some...


New York

Published a month ago

Infrastructure engineer in colombia

If you are a Project Architect/Project Manager with experience, please read on! What You Need for this Position - LEED - Owner's Rep - License - Registered...


New York

Published a month ago

Cad designer

We are an upscale full-service marketing firm in Bethesda. We are looking for an experienced PPC Manager to help us get the most out of our ad campaigns for our...


Minnesota

Published a month ago

Multifamily lead superintendent

We are an ENR top ranked Contractor with an urgent opening for a Sr Project Engineer to build an iconic ground-up mixed-use project in Seattle. Top Reasons to...


Colorado

Published a month ago