Become an integral part of a diverse team that leads the world in Mission, Cyber, and Intelligence Solutions. At ManTech International Corporation, you will help protect our national security while working on innovative projects that offer opportunities for advancement. This is a brand new project and your chance to make a difference from the very start!
Regional Managers are responsible for all facets of service delivery for their assigned region -Western; and requires leadership skills, customer interaction, a strong sense of urgency, and excellent team organizational skills across multiple technology disciplines. Maintains relationships with peer technical and operational teams critical to the overall success of Service Delivery. Provides 24/7 operational support for our customer who expects high availability for mission critical systems.
The Western Regional Manager is responsible for all facets of service delivery for the assigned region and requires leadership skills, customer interaction, a strong sense of urgency, and excellent team organizational skills across multiple technology disciplines. Maintains relationships with peer technical and operational teams critical to the overall success of Service Delivery. Provides 24/7 operational support for our customer who expects high availability for mission critical systems.
Oversee daily operations for a region within a worldwide IT operations support contract
Manage and maintain the IT service management framework encompassing service fulfillment, change control, incident, problem, request, and access and asset management.
Responsible for the delivery of services within the SLAs and KPIs across region
Analyze all data to ensure the service level agreements and performance standards are maintained and customer requirements are consistently met.
Use SLA metrics and client survey data to identify and reports trends, anticipate problems, perform root cause analysis and work with members across the IT teams to implement preventative measures to ensure a best in class level of customer support services.
Enforce and improve the operational systems, processes and policies used to deliver services to the customer specifically Incident, order fulfillment, and Change Management.
Develop and document standards, policies, procedures and key performance metrics that support the continuous service improvements.
Develop resource strategies to include staff size, location, and skill set, make tool/automation recommendation as necessary, ensuring operational and support processes are working as expected to meet the client service objectives
Conduct daily operational status meetings reviewing SLA metrics, planned outages, and status of any ongoing incidents
Present Operational Status to Service Delivery Director for Program Reviews
Responsible for staffing capacity planning, analyze staff performance metrics, and adjust staff size and skill mix accordingly to achieve SLAs and maintain budget objectives
Bachelor's Degree in a technical or business related field
5 years' in a technical management role
Highly developed oral and written communication and presentation skills with the ability to convey technical and business concepts to various audiences
Ability to handle complex customer situations and interact with all levels of personnel to provide a quick and effective resolution
Strong staff management.
A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
Ability to research subjects, with a commitment to provide continuous improvement
Experience based on ITIL concepts and practices
Ability to proactively address difficult issues and effectively handle demanding clients
U.S. Citizenship and an active DoD TS/SCI w/ poly clearance based upon a SSBI completed within the last 5 years. Must be willing to submit to an initial and random polygraph. Qualifications Requires Bachelor's degree or equivalent, and twelve to fifteen years of related (technical environment) experience including management experience. Degrees Equivalent Experience/Education
Years of Experience 12-15 years w/Bachelors Degree
09-12 years w/Masters Degree
Position Type Full-Time Shift Day Overview ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.
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ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
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