Complex Projects - Deputy Service Delivery Manager

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Complex Projects – Deputy Service Delivery Manager

ManTech is seeking a motivated, career and customer-oriented Data Metrics Analyst to join the PMO of a program that supports a variety of customer IT requirements to support dynamic mission requirements.  

Responsibilities include, but are not limited to:

• Managing multiple related teams, setting priorities, allocating resources and executing business plans.

• Solving unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.

• Recommends, develops, and measures key performance indicators (KPI) as needed to monitor performance using appropriate tools and techniques.

• Responsible for team meeting contractual performance criteria.

• Provides oversight for project managers who manages all aspects of diverse IT projects, typically involving multiple disciplines in the IT function and external dependencies to include Facilities and Procurement support.

• Utilizes expertise and leadership skills to direct staff and to resolve issues to ensure project goals and requirements are met.

• Management responsibilities to include holding the assigned technical PMs accountable for achieving cost, schedule, and delivery.

• Oversees a master schedule, performing schedule analysis, monitoring project progress against cost and schedule and resolving variances, validating completion of scheduled project activities and milestones, providing updates to customers and Program management.

• Uses ServiceNow PPM to manage requirements from initiation through project close-out.  Includes procurement, schedule, cost, dependences, and project activities.  

• Monitoring customer satisfaction which includes interaction with customers and staff.

• Collaborating with Engineering, Service Delivery, and customer engagement teams to ensure successful delivery of all projects.

• Measuring, reporting, and meeting key performance indicators (KPIs).

• Developing, maintaining, and updating SOPs, WI, processes, and procedures.

• Supporting KPIs by making recommendations, developing, and supporting initiatives to reduce project costs and enhance customer experience (automation, equipment, tools, technology, process, training, etc.).

• Creating and briefing presentations, reports, metrics to senior level customers and Program leadership.

• Attending customer meetings and providing detailed minutes as required.

• Provides leadership to managers and professional associates.

• Held accountable for the performance and results of multiple related teams.

Hours of coverage & Travel Requirements:

Individual shift may vary, but you will be a member of a team that provides coverage during core hours from 9:00 a.m. – 3:00 p.m. 

This position will require local travel throughout the WMA for meetings and site visits.

Basic Qualifications:

• 6+ years’ experience directly related to IT Service Management, Design, and Delivery in PM roles, with projects valued at $20 million annually.

• 6+ years direct knowledge of the customer’s operational environment. 

• Experience identifying and resolving complex multi-dimensional business problems.

• Excellent oral and written communication skills.

• Proven ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.

• Demonstrated ability to meet or exceed contractual performance criteria.

• Expertise, training, and actual work experience with specific, systems and technologies.

• Must demonstrate ability to thrive and succeed in a challenging environment.

• Communicates complex concepts.

• ITIL® v4 Foundation, or higher, certification

• Bachelor's degree and 10+ years of experience. 4 additional years of experience may be substituted for a degree.

Preferred Qualifications:

• Experience managing multiple related teams, setting priorities, and allocating resources across 100+ concurrent projects.

• PMP® or equivalent project management certification.

• IAM III certification.

• Experience with ServiceNow ITSM, ITMB, ITAM, ITOM.

• Knowledge of Cat5, Cat6, Fiber, Network Switches, patch panels, voice technologies.

Security Clearance Requirements:

• Current/active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain in a