Director Of Business Services And IT And Contact Center

MISSION:

The mission of BAC is to provide persons with disabilities innovative services and opportunities to achieve personal success.

JOB SUMMARY:

Responsible for executing and growing a new business portfolio in contracted Information Technology (IT) and Contact Center services for BAC. IT services can span the service of managed IT services primarily focused on entry level tier 1 supports. This position will research, identify, capture, and execute new contract opportunities, with support from Business Development, to increase mission impact through the creation of work opportunities. The position is a key contributor towards the new business process and development strategy for the organization, along with the startup and execution of a contract post award. Provides technical and pricing input for the final offering for BACs Contact Center and IT Services contract proposal responses. Work with provided direction but performs with considerable latitude in the use of initiative and independent judgment. Position seeks guidance on unusual or complex problems or issues, and strategically makes recommendations for the growth of the business unit.

This position will be fully empowered to pursue various size and location contracts across the United States in partnership with a growth-minded executive team. Functions independently, under general direction of senior level manager.

EXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business need.

• Design, develop and execute a program portfolio to gain new contracts in the IT field and Contact Center areas for Brevard Achievement Center (BAC).

• This position, in partnership with Business Development, will be fully empowered to pursue various size and location contracts across the United States with a growth-minded executive team.

• Help research, identify, and capture Government service contracts.

• Provide expertise in support of strategic activities, including the developing of communications and marketing strategies; identifying viable contract opportunities; adding value in the proposal development process; planning and developing key presentations; advising on and developing stakeholder management plans, etc.

• Develop operating procedures and start up plans for the contract operations team to execute, forming a basis for technical responses on proposal.

• Responsible for the execution of contracts won in the line of business to include Statement of Work performance, service delivery, quality, financial performance, and the effective leadership of people/teams. Monitoring key performance indicators will be key to contract execution.

• Develop and manage strategic partnerships with other contractors for potential partnerships on future business.

• Operate cross-functionally with Human Resources, Finance, Business Development and Community Relations to facilitate successful contract award and implementation.

• Participate as a member of functional leadership teams to coordinate messaging and facilitate business strategy for entry into the line of business.

• Provide strategic subject matter expertise to key stakeholders and author/edit communications regarding new initiatives, key IT deployments/updates, IT security and other topics.

• Lead awarded contract start up opportunities to ensure successful transition for service contracts focused on Contact Center, Tier 1 monitoring, and help desk services.

• Oversight, and Management of BACs IT, primarily via a managed IT Services vendor, to include annual technology roadmap and input into the annual budgeting process.

• Research and stay informed of new technology, certifications and industry best practices and techniques.

• Establish and maintain a strong working relationship with government customer.

SUPERVISORY RESPONSIBILITY

• Responsible for the management of personnel, to include hiring, provide mentorship and evaluation; provides or coordinates staff training and development; works with employees to correct deficiencies; implements discipline and termination procedures

• Assesses and monitors work methods and procedures; identifies opportunities for improvement and implements changes.

• Oversees and/or participates in the development and administration of budgets; approves the forecast of funds needed for staffing, equipment, materials, and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary.

MINIMUM QUALIFICATIONS:

• Bachelors degree in information technology, Business Administration, or related field.

• Five years of demonstrated experience in the IT and preferably Contact Center industry, to include the following areas:

• IT COMPUTER SYSTEMS / COMPUTER FACILITIES

• IT Storage Systems

• Networking and Communication Equipment

• Imaging Equipment and Supporting Technology

• IT Power and Cabling Equipment

• Audio / Video Equipment

• Security and Sensor Equipment

• Software and Cloud Technology

• Product-Based Services

• ENTERPRISE-WIDE NETWORK SERVICES

• IT MANAGED SERVICES

• ENTERPRISE-WIDE INNOVATION SERVICES

• IT SERVICE MANAGEMENT

• ENTERPRISE SERVICE PROGRAM INTEGRATION

• ENTERPRISE-WIDE INFORMATION AND DATA ANALYTICS SERVICES (IDAS)

• ENTERPRISE-WIDE APPLICATION SERVICES/SOFTWARE DEVELOPMENT

• ENTERPRISE-WIDE CYBERSECURITY SERVICES

• ENTERPRISE-WIDE CLOUD SERVICES

• ENTERPRISE-WIDE DIGITAL MULTIMEDIA AND TECHNICAL COMMUNICATIONS SERVICES

• PROGRAM MANAGEMENT

• Previous experience in managing Federal contracts with McNamara-O'Hara Service Contract Act (SCA) requirements

• A combination of experience and education may suffice for the above qualifications.

• Demonstrated competency working with tools/technology such as Microsoft Office, Adobe, etc.

• Ability to obtain and maintain a DoD Top Secret Clearance (BAC will cover costs, but a job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

PREFERRED QUALIFICATIONS:

• Eight years of experience working in the IT/Contact Centers.

• Project Management Professional (PMP) and/or ITIL 4 Foundation certification preferred.

• Demonstrated experience leading multiple IT/Contact Center projects valued at $1M preferred.

• Previous experience with Business Development activities in pursuit of IT/Contact-related contracts.

• Prior experience with Government contracting, Government Wide Acquisition Contracts, Task order contracts, or NASA SEWP.

• Prior proposal writing experience.

• Experience in working with price proposals.

• Familiar with Ability One programs.

• Experienced in compliance with Federal Acquisition Regulation (FAR).

• Knowledge of AI aspects that can lead to improved business practices gaining on efficiencies and productivity.

In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Possess excellent verbal and written communication skills.

• Ability to operate a computer using Microsoft Office Suite and applicable department/organization specific software.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to establish and maintain effective and collaborative working relationships with those contacted in the course of work.

• Ability to organize work for timely completion.

• Ability to regularly attend work and arrive punctually for designated work schedule.

TRAVEL:

This position is eligible for a Hybrid Telework arrangement, after completing the probationary period. Travel up to 20% based on contract award.

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE):

Must be authorized to access and work on government installations.

PHYSICAL REQUIREMENTS:

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time sitting at a workstation and utilizing a keyboard. The above requirements can be performed with or without a reasonable accommodation.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without exposure to adverse environmental conditions (example dirt, cold, heat, rain, fumes).

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity.

Availability: Full Time

Salary/Rate of Pay: Starting at $130,000 per year

Benefits:

• Medical insurance offered

• Free Dental and Vision insurance for employee

• Paid holidays, vacation, sick, and personal days

• Supplemental benefits available through AFLAC

• Additional programs include company paid term life and AD&D insurance, short and long-term disability coverage and a 401(k) plan that includes a company match

• Supplemental voluntary life and AD&D insurance available

• Employee Assistance program

• Tuition reimbursement

• Eligible for Performance Bonus plans

• Profit Sharing

Accepting applications until positions filled

Applications may be completed through our website: