The Customer Facing Services (CFS) Sr. Manager is a hands-on-leadership role responsible for providing a broad range of end user IT services, support, and solutions to the organization, ensuring enterprise standards are met and business objectives achieved. The CFS Sr. Manager leads several operational service teams, including Desktop Services, VDI Services, Web and Collaboration Services, Directory Services, and Messaging Services, and ensures service performance levels meet or exceed business expectations as demonstrated through published SLAs, KPIs, and metrics. As part of the Digital Services leadership team, the CFS Sr. Manager collaborates with peer IT and business leaders to drive positive business outcomes and the highest levels of service satisfaction. The CFS Sr. Manager:

• Manages systems professionals directly and through subordinate managers while offering mentorship, leadership, coaching, and training.
• Acts as advisor to subordinate managers and individual contributors to meet schedules and/or resolve technical problems.
• Fosters collaboration and synergy within and among CFS teams.
• Responsible for the design, development, testing, and certification of capabilities and solutions for the CFS framework.
• Participates in planning and designing systems to meet the evolving needs of the customer and business.
• Provides the product management, engineering, technical knowledge, and support services required to plan, design, secure, test, and deploy systems and tooling.
• Enhances information systems and engineering efforts by identifying information systems technology/engineering opportunities and developing application strategies.
• Monitors demand, availability, and capacity for Services, Systems, Sub-Systems, and Components.
• Develops and executes plans to maintain performance within acceptable thresholds.
• Responsible for SLA attainment and has limited budget responsibilities within the CFS framework.
• Develops and maintains roadmaps for each service within the CFS framework.
• Collaborates with other service managers, functional leaders (i.e. engineering, operations, service desk), and various internal and external stakeholders to enable seamless process execution across multiple contractors and service providers.

Scope:

• Manages a medium to large department focused on multiple areas.
• High complexity.

Required:

• TS/SCI with Polygraph
• BA/BS (or equivalent experience) and 10+ years of technical experience.
• Specialized knowledge in at least one area of CFS-related expertise and a general knowledge of at least 1-2 other areas
• Demonstrated "bridge-builder" with flexible approach and creativity, focused on solutions and progress
• Excellent interpersonal and relationship management skills
• Experience in managing complex technical infrastructure environments
• Excellent verbal and written communication skills
• Maintain a high level of professionalism at all times

Desired:

• Excellent service management planning and execution skills
• Strong vendor management and partner relation skills to identify and leverage resources internal and external to enhance services and capabilities that support business objectives
• Demonstrated experience in establishing standard processes and managing performance to achieve key operational metrics
• Excellent presentation skills

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT 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.