Operations Senior Manager

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Business Operations

Job Qualifications:

Skills:

Business Operation Management, Continual Service Improvement (CSI), Financial Acumen, Operational Performance Management (PM), Service Desk Management

Certifications:

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Operations Senior Manager joining our team to support our service desk program's activities.

The Operations Senior Manager is a senior leadership role responsible for overseeing the delivery and performance of multiple service desk programs within the Customer Engagement organization. This position plays a key role in meeting service levels, maintaining service quality, and implementing continuous service improvement initiatives. The Operations Senior Manager will lead a team of Service Delivery Managers and will be instrumental in developing and executing the strategic vision for this service desk portfolio. This position requires a strong leader with the potential for upward mobility.

Key Responsibilities:

• Personnel Development: Mentor and develop Service Delivery Managers or other direct reports, fostering a culture of continuous learning and professional growth. Manage and evolve internal mobility and career pathing programs and initiatives to support employee development and retention
• Performance Management: Own and manage portfolio performance, ensuring adherence to program SLAs, service quality, attrition rates, attendance, occupancy, efficiency, schedule adherence, and productivity metrics. Collaborate with Service Delivery Managers and the Workforce Management (WFM) team on forecasting and capacity planning for all programs within the portfolio. Make strategic decisions on staffing levels, new hire training, and resource allocation to balance both financial and SLA performance. Participate in internal service review meetings, addressing performance, service improvements, quality, and process optimization with Program Managers and applicable client stakeholders
• Risk Management: Conduct regular risk assessments for programs within the portfolio and develop mitigation strategies to address potential issues. Ensure that all operations comply with relevant regulations, industry standards, and client requirements, particularly in government contracts
• Governance: Oversee and manage the development and maintenance of operational approaches, standards, and procedures to ensure consistency and efficiency across the portfolio
• Stakeholder Engagement: Develop deep partnerships with clients to understand their evolving needs and ensure that service offerings are aligned with their strategic objectives Collaborate with senior government and GDIT leadership, as well as other stakeholder groups, to understand and anticipate customer needs, and to develop and implement the long-term goals and strategic vision of the service offering. Foster and develop relationships with senior client and GDIT sector/PM stakeholders, building trust and ensuring alignment of goals. Build and maintain relationships with TSS L5/L6 leaders to facilitate cross-functional collaboration and support
• Financial Management: Manage the budget for the service desk portfolio, including forecasting, tracking expenditures, and ensuring financial goals are met. Identify and implement cost-saving opportunities while maintaining service quality and client satisfaction
• Continuous Service Improvement: Promote a culture of continuous service improvement within the organization, encouraging innovative ideas and solutions. Oversee the development of CSI business cases, evaluating the feasibility, effort, cost, risk, and value proposition of proposed initiatives. Review and approve CSI initiatives, ensuring alignment with organizational goals and client expectations. Lead initiatives to integrate new technologies and tools tha