CACI International MSI – Service Technical Management Lead in Chantilly, Virginia
MSI – Service Technical Management Lead
Job Category: Project and Program Management
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking an experienced and highly motivated Multi-Sourcing Service Integration (MSI) – Performance Management Lead. This candidate should have 10 or more years of service operations and delivery management experience in a multi-supplier environment. The Performance Management Lead is a multifaceted senior role in the client’s multi-supplier ecosystem supporting the integration, management and measurement of Service Providers into the MSI ITSM infrastructure.
As a MSI Performance Management Lead you will:
Be responsible for managing the MSI Performance Management and Service Level Management functions of the Multi-sourcing Service Operations (MSI) environment, and specifically the oversight relationships among both Legacy and Transformer Service Providers, key government stakeholders, and other MSI Functional Leads to ensure that service delivery and associated SLAs and KPIs are adhered to for end to end service delivery.
Be responsible for communicating and strategically working across the ecosystem to standardize service delivery metrics, measures and reporting for the ecosystem.
Be responsible for the management of requirements for the ITSM SLM module and establishing standards for measurement, reporting and communication across the ecosystem to include participation in the Governance forums that are hosted by MSI.
What You’ll Get to Do:
Perform as the leader of a team that delivers high quality work and adapts to new challenges
Assist with the establishment of performance goals for the development of SLA and KPI metrics, graphs, trends, and analysis to be presented at Governance Forums
Provide oversight of analysis and support for on-going service delivery, performance, and support other ITSM process areas as needed
Oversee a team of analysts that are assisting service providers with defining the KPIs used to measure their performance and assisting Integrated Operations for major incident resolution and appropriate reporting
Work closely with the customer, service providers, and process leads to analyze service delivery, recommend appropriate SLAs and KPIs and create appropriate ServiceNow (or Tableau) dashboards, for reporting and communications to ensure standardization of end to end service delivery
Develops an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels, and serves as an escalation point for issues
Oversees the collection, analysis, and the reporting on SP performance metrics, trends and bottlenecks
Manage the Project Managers and analysts in their day-to-day activities of working with SPs to develop and implement Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and cross-service shared delivery measurements
Oversee the Event Management process team that manages the Event Management process (design, monitor service performance, update, and aligns with contractual obligations) by ensuring that processes are in place, that service providers, vendors, and client representatives are following the process, ownership of escalated process issues, and that reports are produced and distributed
Oversee monthly business reviews covering Service Level performance, technology planning, reporting status, operational issues, and improvement opportunities
Manage the execution of various customer service reports and surveys
Responsible for direct reports
Active TS/SCI with Polygraph
Bachelor’s degree in Information Technology, Information Systems, Statistics, Business Management, related field, or relevant work experience
Minimum of 8 years relevant work experience and leadership in MSI Government or commercial environment and/or Account Management
Experience with ServiceNow, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions
Experience of performance data analysis of ITIL® processes
Must be proficient in analyzing data, metrics, and associated results and communicate effectively what the data is portraying and the meaning behind it to Executive Leaders within the customer environment
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven and analytical mindset of service excellence and customer satisfaction
Demonstrated leadership abilities
Excellent customer service skills to understand client and Customer representative’s concerns and requirements
Experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios
Experience working with Government clients, specifically within the Intelligence Community
Project Management Professional (PMP) certification
Leader in MSI practice implementation and operations
Led managed IT infrastructure service transitions
Experience leading large teams in a matrixed management structure
Demonstrated experience with facets of personnel management
Experience managing large, decentralized public-sector clients
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. As such, any offers of employment may be contingent upon COVID-19 vaccination or an approved accommodation. All new hires are required to report their vaccination status.