VP IT Service Delivery

Company: Serco, Inc
Location: Herndon
Posted on: February 25, 2021

Job Description:

VP IT Service Delivery in Herndon, Virginia - Careers at HerndonVirginiaUS20170 Skip Branding Navigate Serco Inc.

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  Serco Inc. ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. If you need more information or special assistance for persons with disabilities or limited English proficiency, contact Serco HR Service Desk at 866-628-6458 or 703-263-6006. You may also e-mail us at hr-servicedesk@serco-na.com . VP IT Service Delivery in Herndon, Virginia - Careers at HerndonVirginiaUS20170 Skip to Main Content Please Enable Cookies to Continue Please enable cookies in your browser to experience all the personalized features of this site, including the ability to apply for a job. Welcome page Welcome page Returning Candidate Login VP IT Service Delivery ID 38156 Recruiting Location : Location US-VA-Herndon Category Information Technology Position Type Full-Time Security Clearance None Telework Yes - May Consider Occasional/Part Time Teleworking for this position Position Description Serco, Inc is searching for a VP of IT Service Delivery Operations to manage all aspects of IT Service Delivery operations across Serco North America.--This position reports for the SVP, CIO and will be located at our Corporate HQ in Herndon, VA. This position includes both the Corporate Internal IT Operations team as well as various customer facing contract based IT Operations teams, with a total head-count--exceeding 150 staff. This role is responsible for leading and managing the planning and execution of all IT Operations tasks in adherence with Serco Corporate IT policies and procedures, as well as defined baseline configurations and standards that align with our Information Security policies and controls. The scope of responsibility includes leveraging industry best-practices processes and procedures to carry out IT infrastructure tasks associated with the operational management of cloud and on premise server, storage, network, active directory, database, end user provisioning and deprovisioning, end user computer support, and IT service desk functions. This role will also leverage the reach back into the CIO organization for collaboration with and support from the Information Security, Enterprise Applications & Development, as well as the Enterprise Solution Architecture teams. This role will also have frequent interaction with other corporate functional support leaders, business leaders and executive team members to identify IT service requirements and provide a support model to meet service levels and financial expectations. The person filling this role will need to rely on their extensive experience and judgment to plan, execute and accomplish their goals in a very highly paced work environment. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. In this role you will:
  • Pro-actively manage cross functional IT Infrastructure teams through the delivery and support of the IT Infrastructure used in support of the business operations. Anticipate problems and complications, and formulate solutions so as not to impede the business operations. Collaborate with, and leverage the other IT resources within the CIO organization in the delivery of IT services.
  • Manage the financial aspects of the IT department, including purchasing, budgeting, and monthly budget vs. actuals reviews.
  • Provide regular recurring constructive feedback to managers on their performance, and ensure managers and key staff have updated career development and succession plans in place.
  • Work with business and customer stakeholders to define IT operational objectives and requirements. Ensure all business systems, IT systems, partner platforms, and networks are in place to support the business and that the technical design accurately represents the business requirements.
  • Oversee all IT Operations and Service Delivery in a 24x7 support model.
  • Oversee all Incident and Problem Management activities for IT Service disruptions.
  • Manage planned and unplanned outage cycles, including notifications and updates to end users and other stakeholders.
  • Ensure the consistency and maintainability of all IT infrastructure by creating, maintaining, and enforcing configuration baseline standards and operating procedures used by the IT support teams.
  • Lead the various IT operations team in executing production tasks according to a documented schedule that meets or exceeds customer expectations.
  • Oversee and help manage and prioritize the workload of IT infrastructure support personnel.
  • Participate in the collaboration and review all design plans, IT projects and proposals for new technology, to ensure adherence to Serco's Cloud-First strategy, technology standards, and enterprise operations best practices.
  • Negotiate and administer vendor, outsource--and consultant contracts and service agreements associated with IT infrastructure operations.
  • Participate on all hardware and software evaluations and ensure timely and accurate tracking of all 3 rd party IT support and maintenance contracts.
  • Represent the IT Service Delivery Operations function at customer review meeting when appropriate.
  • Perform liaison duties between users and IT Operations personnel in the areas of IT Service Delivery.
  • Provide management oversight for the development, deployment, monitoring, maintenance, upgrade, and support of all cloud and on-premise IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals.
  • Create, collect, analyze, and report on key benchmark data to drive service improvements and growth of the IT Service Deliver Operations organization.
  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
  • Approve, prioritize, and oversee the execution of IT infrastructure projects and project portfolio.
  • Ensure adherence to Corporate IT Policies and Procedures, including the development of additional controls as required to ensure regulatory compliance against NIST 800-171 and CMMC standards.
  • Support proposal development efforts as needed.
  • Establish and maintain regular written and in-person communications with the organization's executives, department heads and end users regarding pertinent IT activities. Qualifications To be successful in this role you will have:
    • Requires a bachelor's degree or equivalent and 15+ years of progressive responsibilities and experience in IT Service Delivery operations.
    • Experience with federal government contracting, especially in the US DoD space, with detailed knowledge of DFARS Clause 252.204-7012 and NIST 800-171 controls.
    • PMP and ITIL certifications strongly recommended.
    • Strong background and experience with leading a diverse team of IT managers and engineers in an IT service delivery operations environment.
    • Broad and diverse technology background with a deep understanding of IT operations.
    • Exceptional oral and written communication and presentation skills, with the ability to write and speak to many diverse and distinct audiences.
    • Experience writing high quality winning proposals.
    • Comfortable and effective in interacting with senior executives.
    • Effective analytical and problem solving skills.
    • Experience in organizational change management and/or organizational development skills.
    • Extensive experiences managing cloud and hybrid-cloud environments, cloud adoption, cloud integration, cloud automation, cloud security, and cloud migrations
    • Excellent interpersonal and communication skills with the ability to interact with others and senior management.
    • Experiences managing large, complex IT migrations and transformation.
    • A wide degree of creativity and latitude is expected.
    • Some travel may be required. Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets). Options Click here to apply now Apply Share Refer a friend for this job Refer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Loading... New to Serco? Connect with us! Application FAQs Software Powered by iCIMS
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Keywords: Serco, Inc, Germantown , VP IT Service Delivery, Executive , Herndon, Maryland