AT&T Operations Framework Manager - (Duluth) in Columbia, Maryland
Direct and Manage the delivery of IT services to an end-user community. This is a leadership position with responsibility to execute the vision for the Operations framework on a large managed services contract.
The Operations framework is the set of principles, standards, policies and constraints used to guide the operation of IT services delivered to the contract’s client user community. The Operations framework is realized by running a Service Desk and an Operations Center providing 24x7 support across network, voice, video, and end user infrastructure and devices. Working in collaboration with their peers, the Operations Framework Manager will oversee development and implementation of processes and procedures that support Incident Management, Event Management, and Request Fulfillment as well as support continuous service improvement activities to maintain and exceed customer expectations.
In addition to collaborating with leaders of other frameworks, this position requires working directly with the customer and other IT service providers to establish process and procedures, with associated Operational Level Agreements, for activities supporting shared responsibilities. The Operations Framework Manager will ensure the seamless delivery of responsible services and the attainment of the associated Service Level Agreements.
o Maintain high performing service support functions including a Service Desk and Operations Center providing End User, Voice, Network, and VIP Support.
o Own Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and responding to service improvement activities as required
o Own the escalation process, be accountable for major incidents to ensure coordination amongst resolving parties, effective communication to stakeholders and swift restoration of services
o Monitor, control and support all aspects of day-to-day operations; ensuring systems, methodologies and procedures are in place and followed
o Account for the quality of service and performance; ensuring operational needs are factored into future demand from growth and projects
o Ensure adequate staffing is maintained 24x7x365 to meet Service Level Agreements Meeting Support o Provide input into daily status meetings to include current operational status, issues encountered over the past 24 hours, trending issues or problems, and status of resolution.
o Provide situational input into the Change Management Process
o Lead the Operations team to continually improve services within our span of control
o Ensure training for members of the Operations Group is up-to-date and carried out and Standard Operating Procedures are followed by all.
o Work with the Technical Design team to evolve standards for hardware, software, and security to facilitate proactive monitoring in the desktop environment and provide operational needs to satisfy Service Level Agreements
o Ensure the execution of appropriate processes and procedures in response to conditions encountered within the environment Performance & Quality
o Recommend changes to and provide input for Service Improvement Plans
o Ensure actions that are planned to protect and improve services are carried out
o Provide regular management reporting on IT Service performance o Manage staff including recruitment, mentoring, training, target setting and performance assessment
o Be an ambassador for Operations, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Required Skills, Experience, and Education:
o Bachelor of Science degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience. Master’s degree is desirable
o Twelve years’ enterprise systems support experience demonstrating responsibility supporting corporate applications, infrastructure, and/or network.
o Five years’ experience leading a service oriented organization with preference on experience in an Operations Director/Manager role.
o Understands how to drive and implement strategic technology solutions in support of critical business functions.
o Demonstrated ability for independent decision making, supporting large customer groups, and providing guidance and direction to very visible projects.
o Demonstrated ability to assume higher level leadership roles and responsibilities in critical situations
o Ability to be on-call as well as flexibility including shift and responding off-hours
o ITIL Foundations Certification
o Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
o Excellent leadership and people management skills o Excellent written and verbal communication skills o Willingness to support and mentor junior staff o Excellent customer facing/customer service skills
o Able to work under pressure and meet deadlines
Required Clearance: Candidate must have a TS/SCI polygraph clearance.
Desired: ITIL v3 Foundations Certification Preferred one or more ITIL Intermediate Certificate (Continual Service Improvement; Planning, Protection, and Optimization)