3 days old

Service Level Performance Manager

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.


Responsibilities

This role will serve as part of the operations team helping to modernize and sustain the Defense Health Agencys IT infrastructure to provide a standardized, robust, and highly available global infrastructure and enterprise core services. This position lies in the integration layer of the Service Integration and Management (SIAM) model, overseeing the operations and sustainment of the enterprise supporting military and civilian government end-users worldwide. The Service Level Performance Manager will help plan the transition of 600+ military treatment facilities into Service Provider roles, assisting with the adoption of this complex organizational change.
This role will measure and report on the quality of service delivery across all the Integrated Service Providers and initiate Problem items and Continual Improvement items to protect and improve the quality of service delivery. This role leads the Integrator effort for the Service Level Management practice in the enterprise environment and will create and manage the Quality Management Plan.
Responsibilities
Understand the military health care business and the impact of the ecosystem on its ability to succeed
Support the organizational change initiatives required to transition the customers operations to the commercial-based SIAM ecosystem model
Manage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic direction
Oversee the SIAM Service Management Practices including Service Level Management and Quality Management.
Optimize the overall operation of the ecosystem services, managed service providers, and processes to create and increase value for the customer
Engage with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem
Collaborate with other ecosystem support functions such as Integrated Operations, and the Integrated Service Center to manage the cross-functional processes required for seamless service delivery
Support the CSI program through identification and implementation of opportunities to improve service performance
Develop and maintain the Quality Management Plan (QMP) which documents approved quality assurance, quality control, and continuous improvement approaches to ensure quality across the program and to include service providers in accordance with service level agreements
Collect, analyze and report on performance metrics from the Integrator and Service Providers
Directly support the Program Manager and Deputy to ensure that all SIAM programmatic level responsibilities (e. g., staffing, programmatic deliverables, monthly reporting, ad hoc requests, etc.) are completed in a timely, accurate, and quality manner
Manage teams with well-defined scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
Manage team and individual performance
Resolve/monitor customer escalations as appropriate
Establish and manage relationships with customer subject matter experts and appropriate customer management, with an objective of maintaining and building the business.


Qualifications

Qualifications:
Previous experience DHA or DOD performance and quality requirements
Previous experience creating and managing a QMP and process
Proven experience automating measurement and reporting of performance metrics
Have a strong analytic ability to evaluate programmatic data, resolve inconsistencies, identify opportunities for improvement, and propose solutions
Leader in IT Operations implementation and delivery
Familiarity with MSI and SIAM operations and how delivery interacts
Familiarity with IT Service Management toolsets such as ServiceNow and Remedy
Minimum of 5 years relevant work experience and leadership in performance and quality management
Experience leading large teams in a matrixed management structure
Demonstrated experience producing programmatic deliverables
Demonstrated experience with facets of personnel management
Experience of performance data analysis of ITIL processes
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven mindset of service excellence and customer satisfaction
Successful teamwork experience and demonstrated leadership abilities
Ability to communicate across communities with exceptional written and oral communications skills, including executive-level presentations
Leadership experience with diverse, multi-domain, distributed teams and multiple simultaneous projects
Demonstrated experience managing complex IT infrastructure and developing scalable enterprise technology strategies across multiple platforms

Certifications:
ITIL v4 Foundation Certified or ability to obtain within first six months (Higher ITIL v4 certifications preferred)
PMP highly desired
Other quality management or service level management certifications

Education and Experience:
Bachelors degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
Total of 8 years of relevant experience.

Clearance:
Ability to obtain a Department of Defense security clearance (ADP II Public Trust).


About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - Minorities/Women/Veterans/Disabled and other protected categories.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2020-10-28 Expires: 2020-11-27

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Service Level Performance Manager

Perspecta
San Antonio, TX 78205

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