Digital Delivery Lead (Support and Operations)

Job Description Summary

Maximus continues to grow our Digital Solutions organization to better serve the needs of our organization and our customers in the government, health, and human services space. Digital Transformation is one of our primary strategic pillars and is a significant part of our long-term corporate strategy. We are a group of skilled practitioners who are laser-focused on continuing to introduce differentiated solution offerings aligned with the mission requirements of our customers to improve overall service delivery across our operations. We believe that great outcomes define our success. We use an approach grounded in design thinking, lean, and agile to help solve complicated problems and turn bold ideas into delightful solutions.The Digital Delivery Lead (Support and Operations) is a key stakeholder facing and internal leadership role that is responsible for managing supporting a portfolio of work related to various digital solutions including but not limited to Web, Mobile, Social, RPA, AI, ML, and Advanced Analytics solutions within one or more Maximus field operations. The Digital Delivery Lead is responsible for creating and implementing strategic support and operations plans, managing daily operations, and ensuring that the team meets all service level agreements for leading engagements from late-stage opportunities to successful delivery in terms of scope, deliverables, budget, commercial commitments, customer expectations, and achievement of desired outcomes. The Digital Delivery Lead (Support and Operations) will have a strong technical background, experience managing a high-volume ticketing system, and a proven track record of success implementing changes and improving customer interactions. They’ll also be responsible for the day-to-day leadership of deployed digital team members within an operation and fostering and maintaining high-level stakeholder relationships throughout the engagement. The Digital Delivery Lead (Support and Operations) provides thought leadership to stakeholders in solving program/project management problems and by identifying areas for continuous improvements. Requirements:•Ability to lead, motivate, and direct a team.•Demonstrate strong stakeholder management to achieve project objectives. •Ability to interact with internal and external stakeholders achieve results.•Resolve customer issues, implement and meet Service Level Agreements (SLAs), and improve our current processes.•Act as partner for highly critical customer issues; driving problems to resolution while handling communications with development, support, and the customer.•Ability to develop detailed project schedules coordinating multiple parties to deliver projects on time or early and at/or under budget .•Collaborate and drive prioritization of bug fixes with product management and development teams.•Analyze support organization/team metrics to identify areas for improvement.•Strong technical background, experience managing a high-volume ticketing system, and a proven track record of success implementing changes and improving customer interactions.•Implement creative technology practices and continuous improvement processes that achieve value.•Act as an escalation point for critical issues.•Ability to work with multiple teams, consolidate updates, communicate progress, risks & issues, and mitigation plans to the client.•Ability to predict and identify issues and perform advanced risk mitigation.•Ability to drive and execution vision and goals of the team.•Identify additional opportunities and work with internal team to shape solutions.•Strong communication skills, both written and verbal •Ability to find solutions to all sorts of challenges: technical, organizational, and personal .•Scrum Master certification preferred but not required.•Hands-on experience in both individual contributor and leadership roles within a team executing using agile, waterfall, and hybrid delivery methodologies.•Travel: Ability to travel as required Qualifications:•Bachelor’s degree required.•Minimum 7-10 years of experience in a Technical Program Support management role within Waterfall and Agile methodologies •5 years of leading a technical application support team and participating in incident management•5 years of being within a customer services/consultative environment (consulting, services, support, account management)•3 years of consistent track record with technical support for websites/portals•Experience with software project management and/or program management •Experience with practicing agile delivery methodologies•Experience managing and leading the work of others.•Experience with working with nearshore, offshore, and working in a distributed team.•Experience in a variety of “digital” technologies •Experience working with clients, customers, and stakeholders.•Strong collaborator - build positive relationships with customers.•Shown ability to engage across corporate functions (Services