Senior IT Service Manager overseeing SLA compliance and strategic development with clients. Engaging in project management and leading service delivery initiatives at DATAGROUP.
About the role
- Manager overseeing workforce optimization for Navy Federal's operations, optimizing resource utilization across multi-location operations with strategic planning responsibilities.
Responsibilities
- Oversee, plan, and manage the workforce management activities of the assigned department
- Direct the optimization of all resources for complex multi-location operations
- Drive the continuous improvement of business frameworks, methodologies and practices to ensure compliance with applicable laws, regulations, and guidelines
- Optimize the business unit work force
- Oversee staffing functions that include forecasting, staffing requirements, turnover analysis, space planning, hiring plans, and operational analysis
- Direct and develop appropriate priorities, policies and strategic recommendations to support senior management decisions
- Partner and collaborate with operational leaders and peers to ensure that both the creation and execution of staff plans meet strategic department objectives
Requirements
- Expert knowledge of applicable federal and state laws, rules and regulations
- Ability to develop strategies to address highly complex and sensitive business issues
- Extensive experience supervising and leading professional employees
- Significant experience working with all levels of staff, management, stakeholders, vendors
- Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
- Advanced knowledge of principles and processes for measuring and evaluating program and individual effectiveness and developing alternative corrective actions
- Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
- Extensive experience working with cross-functional teams and leading projects
- Advanced skill in building strategic and execution-focused plans and alliances with partner leadership
- Advanced skill resolving conflicting requests and meeting changing requirements
- Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
- Expert organizational, planning and time management skills
- Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
- Expert skill recruiting, retaining, coaching and motivating employees to achieve production results
- Expert verbal and written communication skills
- Advanced word processing and spreadsheet software skills
- Advanced database and presentation software skills
- Bachelor's degree in Statistics, Mathematics, Business Administration, or related field, or the equivalent combination of education, training, and experience
Benefits
- Meaningful career experience
- Highly competitive pay
- Generous benefits and perks
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