Deputy Service Delivery Manager

Deputy Service Delivery Manager (Job Number:328694)

Description:

Job Summary

The Deputy Service Delivery Manager reports directly to the Service Delivery Manager and will assist in providing central accountability for management of all Service Delivery in scope of the Program- which are those activities associated with the design, maintenance, support, measurement and reporting of existing and future service solutions. Manages Personnel whose assignments are in direct support of Service development and maintenance, include design, deployment, maintenance, performance monitoring and tuning, customer reports of service effectiveness, and general technical expertise related to Services. Reviews and ensures Service integrity. Ensures and monitors that Service Delivery assignments are performed in accordance with ITIL V3 Service administration guidelines, requirements, standards and procedures for Service implementation, testing, and maintenance. The position is located in the Orange County Data Center in Santa Ana, California. The Deputy Service Delivery Manager is responsible for assisting with the management of the Team and activities supporting highly responsive, requirements aligned services to the County of Orange.

- Provides assistance with proactive leadership and direction to the Service Delivery Management team.

- Will assist Service Delivery Manager with Planning, organizing, directing and tracking all functions and activities necessary to perform Service Delivery Management in order to meet the schedule, cost, and contract requirements, and to achieve customer satisfaction.

- Manages Delivery of Services design and maintenance in compliance with ITIL V3 Service Design Lifecycle.

- Manages Project deliveries to PMBOK/PMP standards for Project management.

- Proactively identify bottlenecks in Service Policies and Procedures and recommend remediation to the customer.

- Provide technical assistance and subject matter expertise to County and Third Party vendor support.

- Open, track, and manage to resolution all Service design related Incidents and Problems.

- Periodically run audits/tools/surveys to validate Services.

- Support of Measurements and assuring Achievement of critical performance metrics including all contractually required Service Level Requirements (SLRs) on a 24x7 basis are a key focus of this position.

- Interfaces with customer, storage system support personnel, ITSM service delivery leadership, and contract support personnel.

- Assist in assessing performance of Service Delivery Management Team, performing annual performance reviews and coaching them as needed.

- Recommends personnel training and mentoring and assign increased responsibilities as appropriate.

Qualifications:
Requirements:

- 5+ years' experience providing Technical Team Management in IT.

- 3+ years' experience managing and delivering ITIL V3 aligned services.

- BA or BS degree or equivalent experience. Preferably in a technical field; advanced technical degree beneficial.

- PMP certification beneficial.

- Experience working in commercial or local government business environments; experience working with Orange County preferred.

- ITIL V3 Foundations certification required.

- Excellent Communication Skills - written and oral.

- Ability to communicate effectively with all levels of personnel.

- Strong Motivational skills.

- Team leadership skills.

- Must be flexible in outlook and attitude.

- Excellent Presentation skills and ability to present to senior management.

- Excellent planning/time management skills.

- Excellent client-facing skills.

- Ability and willingness to think outside of the box to find creative and innovative solutions to reduce costs with a minimal impact on reliability.

- Location of work is the County of Orange Data Center located in Santa Ana, CA. Local candidate is preferred.

California Department of Justice Background Investigation Required

SAIC Overview:

SAIC is a FORTUNE 500® scientific, engineering, and technology applications company that uses its deep domain knowledge to solve problems of vital importance to the nation and the world, in national security, energy & environment, health and cybersecurity. The company's approximately 41,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and selected commercial markets. Headquartered in McLean, Va., SAIC had annual revenues of approximately $10.6 billion for its fiscal year ended January 31, 2012. SAIC: From Science to Solutions®

Primary Location: United States-CA-SANTA ANA

Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Other Clearance
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time