29 applicants

Company

Optiv · 4 hours ago

Sr. Manager, Head of Services Operations | Remote, USA

Washington, DC

Full-time

Remote

Senior Level

5+ years exp

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ConsultingTraining

No H1B

Security Clearance Required

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Responsibilities

Experience developing, optimizing, and running professional services operations programs across various functions

Lead the Project Management Organization to ensure that project and program managers are effectively managing Services engagements delivering projects on-time/budget and with high customer satisfaction

Oversee resource management and vendor resource management to ensure optimal allocation of personnel across projects, while balancing capacity, skill sets, and project timelines to meet organization and utilization goals.

Develop, implement and manage a client success and quality program, driving continuous improvement in services delivery, fostering strong relationships and ensuring high standards to meet/exceed client expectations.

Establish process and manage document operations, including creation, organization, and access to proposals, SOWs and delivery documentation ensuring accuracy, consistency, and compliance across teams.

Support client satisfaction efforts, including the client feedback, escalation, remediation and improvement efforts across the Services business.

Maintain efficient team structure and performance through analytics, processes and tools

Use data and analysis to inform business decisions and provide visibility into the performance of the Services operational functions

Support, drive and coordinate operations in support of growth and demand with internal stakeholders across services, sales, sales engineering, and operations as well as external partners.

Partner with sales, services and operational leadership in developing solutions and processes to best execute their business objectives

Collaborate with the management team to develop and implement plans for the services operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of Optiv + ClearShark.

Responsible for supporting and determining profit margins, according to established objectives, and develop or maintain internal control systems to ensure accountability.

Manage daily operations of personnel, purchasing, administration in coordination other departments.

Develop and maintain strong relationships with outside partners and other OEMs

Qualification

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Federal contracting experienceGovernanceComplianceFARDFARsCUICMMCFedRAMPIL constructsProfessional Services operationsProject managementOrganizational communicationStrategic planningChange management

Required

Has or can obtain a Top Secret clearance.

At least 5-8 years of industry experience with at least 2 years of federal contracting experience

Experience with governance and compliance, specifically with FAR, DFARs, CUI and CMMC

Must understand FedRAMP and IL constructs

Leadership in Professional Services operations inside a high-growth industry

Strong analytical and quantitative skills; ability to use data and metrics to deliver insights and drive effective decision making.

Experience running project management and/or professional services teams

Strong organizational and communications capabilities (i.e., must be able to listen, understand and manage in a matrix organization)

Ability to develop cohesive strategic plans with clearly defined initiatives and success measures

Ability to support and lead through change, while developing processes, implementing procedures, and working collaboratively across organizations to achieve desired outcomes

Demonstrated ability to handle project management, planning, organizational communication skills, and aligning resources with projects based on skillset and availability

Ability to apply commonsense understanding (understanding that a reasonable person would have) to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.