User Experience Delivery Manager Job Listing at SAIC in Washington, DC (Job ID 2407886)

Description

Description

Job Description

SAIC is looking for an outstanding leader to join our Defense & Civilian Sector in support of Pension Benefit Guarantee Corporation (PBGC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support.

As the User Experience Service Delivery Manager, you will be responsible for the overall performance and management of End User Experience operations. You will supervise the day-to-day activities of Service Desk and Site Support Supervisors, Leads, and Technicians who are responsible for responding user requests by phone, email, and the online portal. 

Responsibilities

• Responsible for overall performance and management of the PBGC Service Desk and Site Support. 
• Manage Service Desk and Site Support staff including supervisors, team leads, and technicians.
• Lead monitoring and achievement of Service Center contractual SLAs.
• Lead communication between SAIC and key Government Personnel regarding User Experience, Service Desk, and Site Support issues, Management Reviews, process improvement, and other topics. 
• Ability to plan and coordinate multiple projects simultaneously in a fast-paced environment.
• Identify and scale user-centric product management focus and defining roadmaps of new and relevant features that evolve our service offerings and support our customers.
• Recommend optimization to increase the usability and user experience for all customer and user type.
• Leverage data, insights and analytics in strategies for user experience improvements to be launched to the customer.
• Lead creation, review, and submission of contractually required deliverables. 
• Contribute customer service information and recommendations to strategic plans and reviews,
• Design, recommend, and implement production and quality initiatives.
• Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes. 
• Exercise independent judgment within generally defined objectives and policies. 
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development. 
• Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.
• Required to be onsite minimum 4 days a week.

Qualifications

Desired Skills and Experience:

• Past experience serving an independent, complex government agency.
• Experience in oversight and management of End User support technicians; preferably with personnel located in multiple locations.
• Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports.  Interact daily with staff and/or functional peer groups and customers.
• Familiar with standard corporate security policies.
• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
• Excellent customer service skills and be well versed in the Service Desk and Site Support environments to include managing SLAs.
• Strong understanding of multi-channel Service Desk metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

Required Skills and Experience:

• Bachelors and nine (9) years or more experience, experience in lieu of education may be considered.
• 4+ years' experience in Service Delivery Management. 
• 2+ years' experience Project Management experience. 
• Must be willing to work effectively within a team environment in a fast-paced role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
• Must be a US Citizen with the ability to obtain a Public Trust clearance.
• Must work onsite at client site in DC Metro location(s) up to four days per week.
• Up to 20% travel. 

Target salary range: $135,001 - $145,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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