Service delivery manager

Job DescriptionAT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government.We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices.We support local and campus area networks, including wireless and cable plant.AT&T has an opening for a Service Delivery Manager to manage a multi-billion dollar program, provide oversight, guidance and direction to a team of staff delivering a full range of IT services desktop, telephony, network (LAN / CAN), PCS, security to a large Intelligence Community client with thousands of users over a large geographic footprintDescription of Job Duties / Responsibilities :This position requires a mature understanding of IT Service and Delivery Management principles and a proven track record of applying practical project management techniques.This position owns and is accountable for all Service Delivery processes to include Incident, Change, Request, and Escalation processes, and subsequent workflow.This position is responsible for a successful execution and evolution of those processes to deliver business results and to develop team members.This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.• Run the organization that delivers IT services.• Allocate and adjust resources and responsibilities across the team to ensure a seamless end-user experience.• Ensure SLAs are met or exceeded.• Collaborate and / or direct the collaboration with engineering teams on monitoring and measuring the performance of the current IT Service Delivery platform and processes, on troubleshooting and root cause analyses of operational issues, on ways to improve performance, on the deployment of changes to the current platform, and on the evolution of the next-generation platform and processes.• Collaborate and / or direct the collaboration with peer Service Provider organizations.Required Clearance : TS / SCI with polygraph. (#ts / sci) (#polygraph)Required Qualifications : Bachelor’s Degree or equivalent required. Experience with and / or working familiarity with the USG procurement processes.Ten or more years of experience supporting the US Intelligence Community. The ability and willingness to effectively communicate with all levels of AT&T and Customer management up to and including Executive Leadership Teams.Familiarity with ServiceNow, the ITIL Framework, Service Level Agreements (SLAs); prior experience in hiring and making staffing decisions.• A minimum of 10 years’ experience in infrastructure and operations support.• A minimum of 5 years’ experience in a customer-facing role.• A minimum of 5 years’ leadership experience at general management level (supervisory experience).• Strong verbal and written communications skills.Desired Qualifications : Experience in customer service, help desk, or network operations center environment.Ready to join our team? Apply today!Our Service Delivery Manager (PM4) (Government) earns between $108,000 - $218,700 yearly. Not to mention all the other amazing rewards that working at AT&T offers.Individual starting salary within this range may depend on geography, experience, expertise, and education / training.Joining our team comes with amazing perks and benefits :Medical / Dental / Vision coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotected · Adoption ReimbursementLife and Accidental Death InsuranceSupplemental benefit programs : critical illness / accident hospital indemnity / group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phoneWeekly Hours : Time Type :Time Type : RegularRegularLocation : Columbia, MarylandColumbia, MarylandIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.Last updated : 2024-08-25