Job Description

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Public Trust/Other Required:

None

Job Family:

Customer Service

Job Qualifications:

Skills:

Customer Satisfaction, Customer Service, Leadership, Performance Metrics, Service Levels

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Discover a career that is challenging, impactful, and mission critical. Join our team as a Service Delivery Manager (SDM) and make an impact in Omaha, NE. While you help us advance the mission, we’ll help advance your career.

The SDM is responsible for the overall end-to-end service delivery of customer facing Service Desk operations. The ideal candidate will leverage leadership and management competencies to continually enhance the customer experience though continuous service improvement and by creating a high-performance culture. This person will apply critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks. The SDM is a government stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.

HOW SERVICE DELIVERY MANAGER (SDM) WILL MAKE AN IMPACT:

• Lead and manage customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment
• Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives
• Provide overall management support and oversight of all personnel, including employees and contractors
• Oversee the day-to-day service delivery for 24x7 service desk operations, to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency
• Give input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
• Collect, interpret and analyze data and reports to identifying patterns and trends in data sets in order to inform business decisions
• Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives to deliver business value
• Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs, to develop and implement the long-term goals and strategic vision of the service offering

WHAT YOU’LL NEED TO SUCCEED:

Education : Bachelor’s degree or equivalent experience

Required Experience : Five or more years of related technical and managerial experience operating medium to large end-to-end service desk or contact center operations

Required Skills and Abilities:

• Recent experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (50 to 100 Agents )
• Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
• Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
• Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
• Strong written and verbal communication skills with demonstrated ability to clearly articulate technical messages to technical and non-technical audiences
• Able to manage sensitive and sometimes confidential information
• Must have or be willing to obtain CompTIA Sec+ or equivalent

Security Clearance Level: Must have a Secret Clearance or higher and willing to obtain TS Clearance with an SCI determination

Preferred Skills:

• Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience
• Public sector experience
• Certifications: ITIL 4 Managing Professional or HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager (HDI-SDM) or Certified Customer Service Manager (CCSM)

Location :

• On-site in Omaha, NE
• Travel Required: 10-25%

​

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $85,000 - $115,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

10-25%

T elecommuting Options:

Onsite

Work Location:

USA NE Offutt AFB

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Job Tags

Holiday work, Contract work, Temporary work, For contractors, Work experience placement, Immediate start, Remote job, Worldwide, Flexible hours,

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