Essential Job Functions
Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities. Assists in managing activities related to customer requirements, budget challenges, human resource needs and plans for new business development within assigned area.
Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigates matters of significance, recommends and implements appropriate course of action.
Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements.
Develops and maintains communications with the customer, management and staff to ensure that service is delivered on time and within budget or contractual obligations. Investigates and resolves matters of significance as appropriate. Ensures maintenance of customer relationships and may build upon same.
Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.
Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in computer science, management information systems, or related field preferred
Nine or more years of information technology or operations experience
Five or more years of supervisory experience included
Experience working with customer technology and support requirements
Experience working with the information technology industry and awareness of developments
Experience working with service level agreements and customer relations
Experience working with generally accepted accounting principles and accounting software
Strong organization and time management skills
Strong interpersonal and presentation skills for interacting with team members and clients
Strong analytical and problem solving skills
Strong human relations skills to select, develop, mentor, discipline and reward employees
Strong communication skills
Ability to work in a team environment
Ability to create and maintain formal and informal networks
CSC is an Equal Opportunity Employer M/F/D/V
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