Job Description :
Role: Technical Operations Manager
Location: San Diego, CA (Strictly Onsite)
Duration: Contract to Hire
Position Summary:
• Managing the day-to-day operational delivery of Services to the Customer, including efficient and effective management of the technical staff and tools
• Ensuring delivery and continuity of daily operations, support, maintenance, and administration of the services
• Identifying risks and issues in the delivery of the Services regularly and making sure they are managed to resolution in collaboration with the customer
• Manages the development and implementation of operational and configuration Changes to the technical components for the area of responsibility
• Manages and assesses the quantity and quality of staff resources used in the delivery of Services and makes recommendations for corrective actions to management when necessary to address issues
• Maintains and supports the in-scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Service Manager
• Ensure staff resources have the proper knowledge, training, and skills, along with following the Providers' customer-approved Procedures in the delivery of the Services as required in the Agreement
• Assist management in making decisions to improve service delivery and quality at an operational level; and
• Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the Customer
Must Have's:
• Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
• Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI — SVC at level 3 at minimum
• Certified ITIL service management foundation
• Training, experience, and certification in the technical components and tools managed
• Strong knowledge of management of staff resources, including the ability to motivate staff and resolve issues and conflicts
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other; Providers to meet the customer's end-to-end service levels; and
• Ability to manage ITSM management processes and procedures in an outsourcing environment
Good to Have:
• 8 years of experience in managing service delivery for similar services for a similar-sized organization compared to the customer
• At minimum certified ITIL service management foundation
• IT technical certifications would be desired related to the in-scope components, tools, and services; and
• An associate degree in business, technology, or related field, but a bachelor's degree would be preferable
Employment Practices:
EEO, ADA, FMLA Compliant VLink is an equal opportunity employer. At VLink, we are committed to embracing diversity, multiculturalism, and inclusion. VLink does not discriminate on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All aspects of employment including the decision to hire, promote, or discharge, will be decided on the basis of qualifications, merit, performance, and business needs.