Req ID: RQ186163

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: None

Job Family: Business Operations

Skills:

Business Operation Management,Continual Service Improvement (CSI),Financial Acumen,Operational Performance Management (PM),Service Desk Management

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Operations Senior Manager joining our team to support our service desk program's activities.

The Operations Senior Manager is a senior leadership role responsible for overseeing the delivery and performance of multiple service desk programs within the Customer Engagement organization. This position plays a key role in meeting service levels, maintaining service quality, and implementing continuous service improvement initiatives. The Operations Senior Manager will lead a team of Service Delivery Managers and will be instrumental in developing and executing the strategic vision for this service desk portfolio. This position requires a strong leader with the potential for upward mobility.

Key Responsibilities:

Personnel Development: Mentor and develop Service Delivery Managers or other direct reports, fostering a culture of continuous learning and professional growth. Manage and evolve internal mobility and career pathing programs and initiatives to support employee development and retention

Performance Management: Own and manage portfolio performance, ensuring adherence to program SLAs, service quality, attrition rates, attendance, occupancy, efficiency, schedule adherence, and productivity metrics. Collaborate with Service Delivery Managers and the Workforce Management (WFM) team on forecasting and capacity planning for all programs within the portfolio. Make strategic decisions on staffing levels, new hire training, and resource allocation to balance both financial and SLA performance. Participate in internal service review meetings, addressing performance, service improvements, quality, and process optimization with Program Managers and applicable client stakeholders

Risk Management: Conduct regular risk assessments for programs within the portfolio and develop mitigation strategies to address potential issues. Ensure that all operations comply with relevant regulations, industry standards, and client requirements, particularly in government contracts

Governance: Oversee and manage the development and maintenance of operational approaches, standards, and procedures to ensure consistency and efficiency across the portfolio

Stakeholder Engagement: Develop deep partnerships with clients to understand their evolving needs and ensure that service offerings are aligned with their strategic objectives Collaborate with senior government and GDIT leadership, as well as other stakeholder groups, to understand and anticipate customer needs, and to develop and implement the long-term goals and strategic vision of the service offering. Foster and develop relationships with senior client and GDIT sector/PM stakeholders, building trust and ensuring alignment of goals. Build and maintain relationships with TSS L5/L6 leaders to facilitate cross-functional collaboration and support

Financial Management: Manage the budget for the service desk portfolio, including forecasting, tracking expenditures, and ensuring financial goals are met. Identify and implement cost-saving opportunities while maintaining service quality and client satisfaction

Continuous Service Improvement: Promote a culture of continuous service improvement within the organization, encouraging innovative ideas and solutions. Oversee the development of CSI business cases, evaluating the feasibility, effort, cost, risk, and value proposition of proposed initiatives. Review and approve CSI initiatives, ensuring alignment with organizational goals and client expectations. Lead initiatives to integrate new technologies and tools that enhance service delivery, efficiency, and client satisfaction

Business Growth: Oversee the operational components of new program transitions and onboarding, ensuring smooth and efficient launches. Design and develop service solutions that meet client needs and drive business growth. Coordinate and assist with authoring technical proposals, white papers, and marketing materials to support business development initiatives. Promote TSS Services as part of pre-proposal customer call plans. Develop basis of estimates (BOE) for proposals and other business growth efforts

Service Vision and Strategy: Assist in the design and development of the Customer Engagement service vision and strategy, aligning with industry best practices (e.g., ITIL, HDI). Conduct market research to compare current operations to industry standards and inform organizational goals and strategic vision. Contribute to the development and design of the service roadmap, identifying opportunities for innovation and growth

Cross-Functional Collaboration: Work closely with other departments such as HR, IT, and Finance to align operational strategies with overall business goals

Required Qualifications:

Bachelor’s degree in business administration, management, or a related field; OR equivalent experience

Plus minimum of 5 years of experience in operations management in a leadership role within a service desk or contact center environment of similar size, scope, scale or complexity

ITILv4 Foundations certification or ability to obtain within 90 days of hire

Proven experience in managing large, complex portfolios with multiple service lines and clients

Strong understanding of service management frameworks (e.g., ITIL) and best practices

Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams

Strategic thinker with a track record of developing and executing successful service delivery strategies

Ability to manage multiple priorities in a fast-paced, dynamic environment

Preferred Qualifications:

Master’s degree in business administration, management, or a related field, and minimum 10 years of experience

Experience leading process/technology innovations and improvements.

Other Advanced ITIL Certifications

Experience in federal, state, or local government service delivery or equivalent

Experience in business development and proposal writing

Competencies:

Business Acumen

Financial Acumen

Workforce Management

Employee Development

Leadership and Vision

Strategic Planning

Stakeholder Management

Operational Excellence

Continuous Improvement

Travel: This role may require occasional travel 2 to 4 times per year to client sites and other GDIT locations

GDIT IS YOUR PLACE:

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

The likely salary range for this position is $127,500 - $172,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.