ManTech seeks amotivated, career and customer-oriented Director of DeliveryServices, EMEA Region to join our team inGermany. The Director of DeliveryServices, EMEA Region is responsible for providing the strategicdirection, prioritization of resources, and overseeing day-to-dayactivities for the development, implementation, maintenance, andoperation of a flexible and robust secure Information TechnologyInfrastructure (ITI), leveraging IT Efficiencies (Virtual DesktopInfrastructure and Cloud Computing) in support of the Governmentcustomer.
Responsibilities includebut are not limited to:
* Oversee daily operations for a worldwide IToperations support contract, and participate in STO, Proposal, andProject productions, and provide feedback to PMO teams and FSOleadership.
* Manage andmaintain the IT service management effort encompassing servicefulfillment, incident, problem, requested item ticketexecution.
* Responsiblefor the delivery of services within the SLAs and KPIs across twodifferent geographically dispersed regions.
* Analyze all data to ensure the service levelagreements and performance standards are maintained and customerrequirements are consistently met, use SLA metrics and clientsurvey data to identify trends, anticipate problems, perform rootcause analysis and work with members across the IT teams toimplement preventative measures to ensure a best in class level ofcustomer support services.
* Enforce and improve the operational systems, processes andpolicies used to deliver services to the customer specificallyIncident, and order fulfillment.
* Develop and document standards, policies, procedures andkey performance metrics that support the continued improvement ofIT services, develop resource strategies to include staff size,location, and skill set, make tool / automation recommendation asnecessary, ensuring operational and support processes are workingas expected to meet the client service objectives.
* Conduct regular operational statusmeetings; reviews SLA metrics, planned outages, and status of anyongoing incidents.
* Complete travel as required to ensure successful servicedelivery.
* Responsible foremployee mentoring, staffing capacity planning, analyze staffperformance metrics, and adjust staff size and skill mixaccordingly to achieve SLAs and maintain budgetobjectives
MinimumQualifications:
* 7+ years of experience in service implementation
* Experience with service managementknowledge in key ITSM processes including incident management,problem management, change management, service level management andknowledge management
* Experience in a technical management role with anunderstanding of IT equipment and service life as well as planningand implementation of equipment replacement
* Experience with presentations with the abilityto convey technical and business concepts to various audiences,ability to handle complex customer situations and interact with alllevels of personnel to provide a quick and effectiveresolution.
* Experiencewith resource management with the ability to manage teams,personnel and customers’ needs
* Experience effectively managing and satisfying small- andlarge-scale projects of a technical nature.
* Ability to build service resolution teams toreact quickly to high priority incidents during the installationprocess to avoid mission shut down.
* CompTIA Security+ Certification or other 8570Level II certification
PreferredQualifications:
* Master's degree in Computer Science, Information Systemsor other related technical discipline, or Project Managementdesired
* 3 Years’experience as a Service Delivery Manager, with some world-wideservice delivery experience
* PMP Certification, and ITIL Foundations V3 certificationdesired
* Experience withlarge scale enterprise IT contracts.
ClearanceRequirements:
* Musthave an active/current TS/SCI clearance w/ poly.
PhysicalRequirements:
* Theperson in this position must be able to remain in a stationaryposition 50% of the time. Occasionally move about inside the officeto collaborate with other leaders/teams, use standard officeautomation equipment, and virtual communication, which may involvedelivering presentations.