CACI International Service Operations Deputy in Chantilly, Virginia
CACI is seeking an experienced and highly motivated Multi-Sourcing Service Integration (MSI) – SME, who will function as a Service Operations Deputy. This candidate should have 10 or more years of service operations management experience in a multi-supplier environment. The Service Operations Deputy is a multifaceted senior role in the client’s multi-supplier ecosystem supporting the implementation and management of ITSM organization, processes, and policies.
The successful candidate will be responsible for providing thought leadership on the implementation, maintenance, and delivery of MSI and ITSM Service Operations.
As an MSI SME you will:
Manage multiple groups of process leads, process analysts, and ITSM delivery teams of experienced professionals
Understand the customer’s business and the impact of the ecosystem on its ability to succeed
Support the organizational change initiatives required to transition the customer’s operations to the commercial-based MSI ecosystem model
Manage the transition and design of the MSI organization to an operational state, including any required staffing, processes, and strategic direction
Oversee the MSI functions including ecosystem governance, customer engagement, service transition, and performance management
Oversee the MSI Service Operations processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, and Service Catalog.
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 Situational Awareness as a Service, 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
Active TS/SCI with Polygraph
Bachelor’s degree in Information Technology, Information Systems, Statistics, Business, Management or related field
Minimum of 10 years work experience in IT service management
ITIL Intermediate certification or ability to obtain within first six months
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
Experience working with Government clients, specifically within the Intelligence Community.
Familiarity with IT Service Management toolsets such as ServiceNow or Remedy
Project Management Professional (PMP) certification
Minimum of 5 years relevant work experience and leadership in MSI commercial environment
Leader in MSI practice implementation and operations
Led managed IT infrastructure service transitions
Experience leading large teams in a matrixed management structure
Experience with Organizational Change Management
Demonstrated experience producing programmatic deliverables
Demonstrated experience with facets of personnel management
What We Can Offer You:- We’ve been named a Best Place to Work by the Washington Post.- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.- We offer competitive benefits and learning and development opportunities.- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.