Director of Service Delivery (SSA portfolio)

IT Concepts, a federal marketplace leader in business, technology, and management consulting services is seeking a highly qualified and motivated program management professional to lead as a Director in our Social Security Administration (SSA) portfolio. The Director of SSA Service Delivery (DirSD) role bridges the gap between sales and customer service delivery by overseeing delivery teams and maintaining customer relationships to ensure our customer achieve the desired business results. We invite you to join our team where you can build, grow, innovate, and secure a long-term leadership career.

The SD Director is accountable for leading SSA portfolio contracts that generally have a definite schedule and deliverables. The goal of the effort is to deliver services that meet or exceed customer requirements. The primary function of the position is to manage the assigned resources within the identified constraints of schedule, budget, and technical performance to deliver the product or service. ITC Directors are charged with achieving the highest levels of customer satisfaction in the areas of quality, schedule, business relations, and management of personnel.

Primary Responsibilities:

• Leads, manages, and directs multiple project teams, task areas, or call orders
  • Provides career and development mentorship/guidance to multiple staff and motivates team to deliver beyond expectations, developing the business and financial acumen of project managers and leads
  • Actively listens and collaborates with staff and customers to solve challenges together
  • Conducts performance reviews and build individual development plans for direct reports
  • Leads ITC sponsored teambuilding activities to create team culture that attracts talent & integrates staff into high-performing team
  • Coaches/Mentors staff to develop agility and flexibility with change, and with appropriate management methodologies (Scrum/Agile)
  • Coaches/Mentors staff to understand and incorporate ITC high-touch approach into daily client experience
  • Establishes and maintains meeting cadence that engages project staff, ITC corporate staff, and the customer to ensure clear, consistent, and timely communication
• Continually demonstrates accountability to successfully realize customer and ITC goals
  • Manages delivery of project deliverables, milestones, significant events within budget and delivery guidelines
  • Acts as subject-matter expert on project deliverables, timetables, risks, and challenges
  • Leads teams to solve customer technical challenges in collaboration with customer and the ITC Innovation Office
  • Leverages cross project capabilities/expertise to achieve project and program objectives
  • Builds/maintains relationships with customer stakeholders and key executives maintaining ITC’s high touch approach to customer service
  • Maintains positive relationships with partners (both subcontractor and prime) and provides input to subcontractor evaluations
  • Provides strategic oversight and vision to customer projects including thought-leadership and advice, challenging status quo, and aligning multiple senior-level leaders to reach a decision
  • Leads strategic conference calls and in-person meetings by establishing an agenda, defining roles and responsibilities, steering the conversation to gain alignment, and communicating desired outcomes
  • Analyzes and communicates internal and external success metrics and KPIs including utilization and effectiveness of our management/technology solutions
• Coordinates ITC recruiting, training, quality, finance, security, and contract growth team support to meet customer objectives and timelines within SSA domain
  • Manages portfolio budget and funding channels to exceed financial goals
  • Conducts project analysis and provides an accurate forecast of projects directives, financials, and timelines
  • Performs risk management including mitigating issues impacting cost, schedule, and scope
  • Follows ITC Quality Assurance processes including ISO and CMMI to anticipate and overcome obstacles to quality to satisfy contract requirements, solve customer problems, and drive client satisfaction
  • Leads periodic business reviews (e.g., Account Management Plan Review, Program Management Reviews (PMRs), etc.) with customers and ITC executive leadership by highlighting achievements using data and strategic insights, establishing a vision of future deliverables and achievements, and gaining buy-in and support and grow the account
  • Collaborates with the Executive Team and Delivery Teams to create strategic proposals, presentations, and SOWs
  • Leads resourcing activities – from developing thorough position descriptions to coordinating with recruiting for posting, interviewing throug