Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

ManTech is seeking a motivated, career and customer-oriented individual to provide unparalleled support to our customer and to begin an exciting and rewarding career within ManTech. You are the right candidate for this job if you like working in a fast-paced, dynamic environment and have a passionate commitment to national security and securing the homeland. The position may be based in the DC Metropolitan area, Stennis, MS, or Chandler, AZ.

We are looking for a Service Delivery Program Manager to oversee the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues. Review and provide recommendations for processes continuous improvement. Coordinate with other NOSC NCCS team members ensuring efficient support to customers.

Responsibilities include:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

• Lead and mentor team members to continuously improve processes and track outcomes of the value stream

• Work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization •Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently

• Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval

• Develop and recommend dashboards to support visibility and management of activities and processes

• Developing a deep understanding of projects to gain insights into the scope of service delivery

• Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly

• Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage

• Excellent interpersonal and communication (oral and written) skills with all levels of management and cross-functional team leadership and coordination

Basic Qualifications:

• An ITIL v4 certification

• An IAT level II certification

• A bachelor’s degree

• Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, Project, and Word

Preferred Qualifications:

• DHS experience

• DoD experience

• ServiceNow experience

• Agile experience

Clearance Requirements:

• Must be a U.S. citizen

• Must be able to pass DHS suitability

• A Secret level clearance with eligibility for a Top Secret

Physical Requirements:

• Must be able to remain in a stationary position 50%

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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