Delivery Manager; DM

Role :
Delivery Manager (DM)

Client: DHS

Location:

Kearneysville, West Virginia (Hybrid)

The Contractor shall provide a DM who shall be designated as Key Personnel. The DM shall be responsible for leading project teams with a focus on the technical aspects to meet customer requirements. The DM will be responsible for ensuring that the technical requirements are met for User Account Management, testing, system transitions and development of Standard Operating Procedures. The DM will train and mentor PSSD analysts ensuring they have the proper training to function at a high level.

• The DM shall have an Associates’ Degree (Business, IT or similar) or higher.
• A minimum 10 years of call center management experience may be substituted in lieu of a degree.
• In addition, at a minimum, the DM shall have 5 years direct experience in an application service support desk environment; direct hands-on computer experience in the areas of Microsoft operating systems, project management, Access Management, metrics analysis and in training computer technicians/analysts; and knowledge in the following areas:
  Privileged User Management Program (PUMP), Windows, Networks, BMC Remedy, BMC Smart Reporting and ORACLE.
• Furthermore, the DM shall have at a minimum 5 years’ experience with PBX systems, Automatic Call Distribution systems and other support desk technologies; a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI and AGILE).