Job Abstract

Job Description:

AT&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 aService Delivery Operations Manager is responsible for managing the 24x7 health and welfare of the IT Infrastructure through monitoring services and Incident and Response Mgmt and ITIL Core Processes, as well as Service Desk/Ticketing and Workflow Management for optimal SLA attainment and customer service experience.

Description of Job Duties/Responsibilities:

• Understanding foundational concepts and navigates the relationships between ITSM Processes, ITSM Process requirements, and business/IT management needs that span multiple ITSM Processes.
• Leading the efforts and process to gather and create ITSM Process requirements or process improvements.
• Leading design and/or coordination of ServiceDesk workflows that implement the ITSM Processes.
• Leading the analysis and recommendations for ITSM Process cost saving opportunities and SLA Attainment.
• Leading the process Continual Service Improvement efforts.
• Responsibility for the effectiveness of the process.
• Leading and supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities.
• Driving the day-to-day activities to ensure the accuracy, governance, and maintenance of ITSM Processes.
• Leading the escalation/communication of risks and issues as appropriate.
• Supporting the communication and training of ITSM Processes to operational and engineering team.
• Lead the Operations team to continually improve services within our span of control.
• Ensure training for members of the Operations Group is up-to-date and carried out and Standard Operating Procedures are followed by all.
• 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.
• Ensure the execution of appropriate processes and procedures in response to conditions encountered within the environment.
• Recommend changes to and provide input for Service Improvement Plans.
• Ensure actions that are planned to protect and improve services are carried out.
• Provide regular management reporting on IT Service performance.
• Manage staff including recruitment, mentoring, training, target setting and performance assessment.
• 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.
• Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service.
• Identifies process matters of significance or enhancements and implements.
• Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
• Evaluating employees to enhance their performance, development, and work product.
• Addresses performance issues and makes recommendations for personnel actions.
• Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
• Preparing Daily Report and Metrics with Trend Analysis on Incidents/Change/Problem tickets and SLA status.
• Assist with Shifting of resources based on operational needs as the tempo requires change.
• 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.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications: Candidate should have a Bachelor’s degree and fourteen (14) years of supervisory or project management experience. Familiarity with refresh project/efforts, coordinating staff and technical requirement is a plus. Candidate must have good communication, teamwork, and time management skills. Ability to function under tight deadlines and engage directly with customers is a plus.

Desired Qualifications: 8570 Certification.

Ready to join our team? Apply today!

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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It 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.