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Vice President of Managed Services – Contact Center Architecture and Design

Job ID: 217988
Location: REMOTE WORK, VA, United States
Date Posted: Jun 23, 2021
Category: Executive Management
Subcategory: VP, Managed Services
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

SAIC delivers more than $1B in Omni-Channel IT Service Desk and Managed Services to our US Federal Customers from onshore service delivery centers.  As we continue to expand our capabilities in Managed Workplace Services, we are adding to our executive leadership team in order to drive contact center and IT Service Desk commercial best practice into our architecture and design, ultimately transforming our services to optimize delivery models and promote efficiency.

 

Reporting to the SVP of Operations as the Vice President of Managed Services – Contact Center Architecture and Design you will leverage your deep commercial expertise to partner with the VP of Managed Services Operations and Delivery to lead modernization and transformation of our Omni-Channel Contact Center and Service Desk infrastructure, service development, and go to market strategy within the Federal, State and Local government markets.  As a proven commercial Contact Center/IT Service Desk executive you will come with equal parts business, technical and sales acumen. You will be accountable for the overall solution development, and performing gap analysis for infrastructure, resourcing, and services to inform your transformation roadmap, and will be held accountable for improvement in operations both technically and financially.  Your experience driving innovation and optimizing Service Desk and Contact Center infrastructure and tooling will be required to drive the changes required.   You will develop and maintain a mix of employee skills and clearances to enable services across the spectrum from dedicated to fully managed services. You will be charged with maximizing efficiencies that will be leveraged by dedicated compartmentalized customer specific delivery, while driving the development of new offerings and business models leading toward subscription based services. You will serve as the technical expert during the sales and integration/onboarding cycles of new customers and those transforming from dedicated to managed services.  As you partner with the VP for Operations and Delivery you will lead development of sales collateral and standard operating procedures for a constantly growing catalog of XaaS offerings that span Software, Cyber, Platforms, Operations, AI/ML, Digital Engineering, Product Support, and End User Services.

 

 

Responsibilities:

  • Designs and architects Managed Services Offerings that provide value-added solutions that meet customer business needs
  • Drives standardization, re-use and simplification of the overall IT Service Desk and Managed Services landscape (aka IT debt reduction)
  • Sets strategic direction for the team, and has responsibility to maintain a stable, secure, efficient, reliable and scalable IT Services environment
  • Designs commercial grade IT Service Operations, Environment Management, Architecture, and Asset Management processes for consumption by government customers
  • Establishes and monitors metrics used to manage IT Infrastructure and Operations
  • Improve operational success for end-user services - help desk, network operations, systems administration, enterprise collaboration tools, IT cloud infrastructure
  • Partners with the CISO to ensure compliance standards and processes are appropriately defined, deployed, and monitored.
  • Serves as a key technical and sales resource for the managed services line of business
  • Assists Managed Services Operations, and Sector Sales teams in identifying and prosecuting new opportunities for growth and long term total contract value
  • Assumes ownership of Managed Services from the product marketing perspective in coordination with the VP for Product Management and VP for Managed Services Operations and Delivery
  • Develops current state analysis for customer (base-line comparison)
  • Develops Analysis of Alternatives, and leads acquisition, installation and adoption of new infrastructure and tooling
  • Assists Sector Account Managers and Enterprise Product Managers in business case analysis and development
  • Partners with the Director of Commercial Pricing to develop costing and pricing for Managed Services Products
  • Develops risk and quality assessments, processes and procedures
  • Develops tools and knowledge base for the continual refresh of products, services, and pricing
  • Provides training and development plans to enhance the skills of the managed service delivery teams as needed or required
  • Proven track record of building an offshore delivery model and able to build an onshore version is ideal.  

Qualifications

  • Bachelor’s degree (Engineering or Business preferred) or equivalent work experience
  • 10+ years of experience in defining complex client requirements and developing solutions in the commercial IT managed services business, specifically in IT Service Desk and Contact Center.
  • Experience in large-complex IT services solutions and deal development
  • Awareness of the US Federal Marketplace, and Federal Acquisitions
  • IT and End User Services costing, solution design and pricing experience
  • Experience in the documentation of the scope of work and standard operating procedures through adoption including organization change management
  • Thorough understanding of IT Managed Services Commercial Best Practices
  • Full understanding off enterprise Voice and Data operations, SaaS, and Subscription Based services delivered from geographically disparate services centers.
  • Experience developing, deploying and managing voice, data, contact center, convergence, etc.
  • Experience working with Genisys, Nice, Remedy, and Salesforce
  • Ability to extract customer requirements across a portfolio of operations, identify common needs and opportunities and design and implement competitive solutions
  • Excellent presentation, documentation, written and verbal communication skills
  • Media Training 
  • Strong analytical skills
  • Flexible, creative problem-solving skills with ability to ‘think outside the box’
  • Ability to define service levels and provide accurate cost management estimates

Target salary range: $215,001 - $225,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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