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Senior Service Operations and Transition Lead
Ref No.: 17-00405
Location: McLean, Virginia
Position Type:Contract

Senior Service Operations and Transition Lead

The successful candidate shall be responsible for the planning, execution and assessment of Desktop Platform Services into production operations. The candidate shall meet project objectives by managing project scope, schedule, budget and resources. The candidate shall also rely on technical knowledge of the Desktop and Mobile Platform to ensure the project not only smoothly transitions into operations but also possesses an effective post migration operational support model. Finally, the candidate possesses the ability to assess the success of the project transition and operational support model.

Responsibilities include-

Project Execution:
• Manages Client project transition responsibilities
• Demonstrates ownership of problems, issues, or requests from start to finish
• Manages relationships and expectations of all stakeholders
• Understands Client Desktop Platform business goals and objectives
• Ensures development practices (UAT testing, Change management procedures, IT Controls and Quality Standards) are followed throughout the project life-cycle
• Reports progress, issues, and risks through weekly status reports and reporting up to IT and Business management teams
• Provides direction to Service Provider teams to align with the transition objectives and deliverables
• Communicates effectively, clearly, and concisely in both verbal and written forms across departments to meet transition objectives
• Possesses ability to develop, manage, and report on metrics toward achievement of plans/projects

Vendor Oversight:
• Ensures vendor fulfills project deliverables as defined in the transition plan
• Manages project components including: scope, cost, quality, communications and schedule
• Works with Vendor and Client Technical team(s) to assess impact of issues and provide alternative solutions/recovery plans to ensure goals are achieved.
• Escalates critical issues and risks promptly
• Validates deliverables against acceptance criteria

Post Migration Support
• Assesses the impact of service transitions
• Ensures an effective operations support model is available or is developed and implemented to meet the service transition
• Defines clear roles and responsibilities among support groups
• Measures the effectiveness of the support model

Desktop Service Operations
• Understands Desktop and Mobile Platform operations and Service Levels
• Defines, develops and applies Desktop and Mobile Best Practices
• Designs and implements business process workflows
• Develops Test Plans and Tests new operational hardware and software
• Operates as Desktop SME in support to Desktop Implementation Teams
• Understands and can communicate impact of new technology to customers
• Performs PC and Mobile Hardware and Software Installations
• Develop metrics for evaluating service delivery
• Manages Service Ticket Queues and routes Service Tickets accordingly
• Completes Service Tickets appropriately
• Manages Incident Ticket Queues
• Troubleshoots Hardware and Software issues both remotely and on site with Customers
• Completes Incident Tickets appropriately
• Reviews completed Service Tickets and Incident Tickets for completeness and accuracy

• Minimum of 7 years of relevant IT experience and 5 years of project management experience
• Bachelor’s degree in Business, Computer Science or Engineering

Required Skills:
• Experience with Vendor Management and Service Delivery Transition
• Experience in planning initiatives formation of projects and creation of resource plans
• Ability to manage multiple priorities and meet critical deadlines
• Experience with large infrastructure change projects
• Understanding of IT Infrastructure
• Working knowledge of Windows 10 Desktop Technology Platform
• Demonstrated knowledge of Process and Systems Workflow
• Strong customer service skills
• Strong verbal and written communication skills
• Proactive in nature
• Quick learner of new technologies and tools
• Strong analytical and problem solving skills

Preferred Skills:
• Graduate degree in Business, Information Systems or Computer Science
• Understanding of Mobile Technology, Apple iOS, Android
• Ticketing Systems, Service Now
• Working knowledge of Workflows and use of Visio