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TSS Senior ACDaaS Service Delivery Manager #2901

Company: General Dynamics Information Technology
Location: Bossier City
Posted on: April 8, 2021

Job Description:

TSS Senior ACDaaS Service Delivery Manager #2901 GDIT Technology Shared Services (TSS) is seeking a full-time Information Systems Senior Manager to lead our Technology Shared Services ACDaaS practice. There is a large demand for new capabilities in the platform and we are looking for an experienced integrator/developer/administrator to help improve our discipline in supporting this critical platform, and broaden its impact through module expansion, platform integration and automation. The successful candidate will take ownership of the day-to-day operational relationships between the service delivery teams and our mission customers. This involves managing and coordinating the appropriate resources to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and service level requirements. They will be fluent in ACD (Automatic Call Distribution) design and development principles that enable them to work with external development partners and key stakeholders to develop enterprise business solutions for our customers.Primary Responsibilities:

  • Be responsible for overseeing delivery of ACDaaS offering and serves as the primary management point of contact for the service agreement
  • Help to identify, develop, recommend, and implement sales strategies and tactics for current and future services
  • Maintain effective partnerships with cross-functional teams (Strategy, finance and human resources, supply chain management)
  • Build and nurture a culture of learning, growth, internal mobility, and providing world class services
  • Identify, design and implement process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver an exceptional customer experience, and establish, oversee and manage the service area budget.
  • Evaluate customer feedback to develop quality improvements to service delivery. Actively and consistently support all efforts to simplify and enhance the customer experience
  • Ensure overall systems availability by continually developing and enforcing design/best practices, thorough testing, promotion discipline and responsiveness in root cause analysis
  • Partner with fellow leaders, executives, and vendor partners to develop and drive towards service roadmaps
  • Lead the development of marketing toolkits including canned Demo platform capabilities to shape what is possible/recommended, white papers, and more
  • Interact with program leadership and capture teams to decipher what they need (since wording can be challenging); then translate that into actionable tasks resulting in strong business alignment
  • Reliably estimate relative work effort for various requests for self/team to enable prioritization
  • Continuously address people, process, & technology to reduce support risk & inefficiency
  • Support capture and growth opportunities through customer meetings and proposal content development and reviews.
    • Proactively stay on top of new capabilities in the delivery area and educate team members and customers
    • Drive the adoption and maximization of ACD technology capabilityRequired Qualifications:
      • Bachelor's Degree (BS) in Computer Science, Software Engineering or a related field.
      • A minimum of five (5) years' experience with Cloud Based and/or on-premise Contact Center/Service Desk Technology
      • A minimum of two (2) years' people management experience
      • Strong people interaction skills regardless of audience. Able to communicate and listen well with business and technical people, regardless of title, with good self-awareness.
      • Strong analytical and organizational skills
      • Experience working on project teams that leverage Agile/Scrum.
      • Previous experience working with and mentoring early career employees (interns/post grads)
      • A thirst for knowledge, a track record of staying current with emerging technology and capabilities and a plan for continuing to do the same. A willingness to share that knowledge with others.
      • Strong written communication skills.Preferred Qualifications:
        • InContact
        • ServiceNow
        • Conversational AI (e.g. Amelia, Google Dialogflow, IBM Watson)
        • Experience integrating ACD platforms, ITSM platforms, and Conversational AI platforms to deliver complete solution. We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. General Dynamics Information Technology is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Keywords: General Dynamics Information Technology, Bossier City , TSS Senior ACDaaS Service Delivery Manager #2901, Accounting, Auditing , Bossier City, Louisiana

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