Job Description

GDIT has an opportunity for a dynamic and collaborative Business Operations Manager to join our team supporting the DOC Enabling Technologies project. This is part of a larger initiative for the Department of Commerce (DoC) where GDIT has the primary responsibility of integrating several cloud-based Software-as-a-Service (SaaS) providers with legacy DoC systems into a holistic shared services solution and deploying this solution across the 12 bureaus within the DoC.

We are looking for energetic individuals who want to enhance their professional career in a fast paced federal environment at the Department of Commerce doing cutting edge work in Shared Services, Agile, and Management Consulting. The successful candidate will have a strong program management foundation, including systems life cycle management for systems integration and/or implementation and will have participated in large-scale system integration or release management efforts; using agile methodology for development and deployment processes a plus. Responsible for the cost, schedule and performance of components of projects being overseen.

RESPONSIBILITIES AND DUTIES

As the Business Operations Manager on this program, you will lead and guide a matrixed team that supports the service business processes for the Department of Commerce (DOC) Enterprise Services (ES) efforts and Enabling Technology solutions. GDIT is responsible for continuing to improve the current operations (helpdesk, application development and enhancements, knowledge management, change management, and problem/incident management), and provide solution advice for enhancements and additional tool adoption. The Business Operations Manager is responsible for coordinating with senior client leadership on the business process enhancements, providing business requirements direction, collaborating to improve the effectiveness of the client's capability, quick resolution of customer incidents, and removing any obstacles or conflicts/issues that prevent the effective output of product.

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Manage all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement

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Serve as a liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage.

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Monitor progress to assure deadlines, standards, and cost targets are met.

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Provide leadership for the team to identify and implement opportunities for service enhancements

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Shield the ServiceNow and Customer Service Representative teams from the direct client engagements to allow focused efforts.

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Use ServiceNow for change, knowledge and incidentproblem management oversight.

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Produce or provide quality control over contract deliverables.

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Ensure all Service Level Agreements (SLAs) are met or exceeded.

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Assist the team and client with decisions based on long-term and short term aspects of the engagement

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Plan, initiate, and manage information technology (IT) operations projects

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Provide proposed solutions and rough-order of magnitude estimates for client requirements

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Coordinate outage resolution to ensure minimal downtime for the client

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Facilitate change, knowledge and incident teams understanding the client environment and needs as priorities shift

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Work effectively in a leveraged services operation (managed service desk, technology solutions services)

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Work effectively in a multi-contractor environment

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Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.

Additionally, as a member of the Enabling Technologies program, the Business Operations Manager will be exposed to and become familiar other client engagements utilizing the Commerce BPA, and will support the Program Manager with business development activities to expand and provide technology solutions. Responsibility will be to understand how GDIT provides these services to our expanding DOC clients, and how GDIT can enhance their service delivery to these clients.

QUALIFICATIONS AND SKILLS

Required:

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Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science

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Experience (10+ years) establishing and implementing Project Management, IT Service Management (ITSM) services

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Excellent writing, speaking and interpersonal skills, with demonstrated client-facing roles.

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Strong experience (8+ years) working for a senior leadership client, participating in briefings, presentations, advisory sessions.

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Background in Management Consulting, helping clients solve specific challenges or roadmap strategies to obtain mission objectives. Exhibit problem solving abilities and logical objectivity, with ability to apply research, analyze internal data, interview and extract pertinent information from people and prepare and present analysis.

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Experience (5+ years) with the aspects of ITIL processes encompassing Change, Knowledge and incidentProblem Management.

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Experience in managing Service Desk or Service Delivery teams.

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Excellent leadership, people management, and team work skills.

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Excellent written and verbal communication skills.

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Able to demonstrate a high degree of flexibility including shift and out of hours working

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Permanent Residency or US Citizenship.

Preferred:

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Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)

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Experience with ServiceNow

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Project Management Certification

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ITIL Intermediate certification

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Experience working in an Agile lifecycle

ATTRIBUTES FOR SUCCESS

To succeed as a candidate and within this role, you will need to:

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Have a strong service management foundation, including team leadership of large system delivery solutions

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Knowledge of systems integration and/or implementation

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Knowledge of cloud solutions and off-site delivery of services

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Have participated in large-scale system integration or release management effort

While work may be performed remotely, preferred close proximity to our ITC facility in Bossier City, LA for managed service delivery team interactions.

The likely salary range for this position is $104,000 - $156,000, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

T elecommuting Options:
Telecommuting 100%

Work Location:
Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.nnGDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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