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Project Manager

Company: Red River
Location: Chantilly
Posted on: September 16, 2022

Job Description:

In anticipation of a contract award, we are looking for a Program Manager with a Secret Clearance who will be responsible for validating the service quality and standards based on the requirements of the Customer and the SOWs under the Agreement. The primary responsibilities of the Program Manager include:--- Develops a business plan for area of responsibility that is consistent with the short-range and long-range company objectives;--- Assists in the development of the annual business plan for Senior Management;--- Supports the business objectives set forth for the Managed Services division;--- Assists with organizational audit artifacts;--- Performs Strengths, Weakness, Opportunities, Threats (SWOTs) Assessments as appropriate;--- Maintains Managed Services solutions competency across Red River portfolio;--- Participates in the review and development of new service offerings;--- Manages simplified support offerings (Vendor and Customer interactions);--- Assists with the collection of operational metrics and continuous improvement plans to demonstrate how we are managing the business, costs, and customer satisfaction;--- Supports onboarding of new accounts into Red River Managed Services;--- Aligns with ITIL practices to ensure appropriate management of work intake, incident response, and request fulfillment;--- Implements and maintains a Customer Satisfaction Program; regularly meets with Customer and obtains feedback via face-to-face meetings and/or online customer satisfaction surveys;--- Utilizes effective Resource Management to ensure performance targets are monitored and achieved;--- Tracks and ensures the follow-up of poor CSAT scores;--- Maximizes Managed Services results through constant feedback;--- Leads customer meetings on operations and proactive management updates as needed; and--- Expedites the resolution of customer problems/complaints;--- Develops quality documentation, job aids, knowledge, and training materials/modules to aid onboarding of program personnel and combating attrition through retention programs;--- Assists PM and SDM with staffing model including shift coverage, on-call schedule, training, and professional development plans, work with HR on annual reviews and quarterly business goals;--- Recruits and maintains operations staff to meet required staffing levels;--- Oversees new hire onboarding for base training, CJIS certification, and assigning and tracking other required training;--- Maintains Red River staff skills, certification, and language matrix;--- Collaborates directly with Service Desk leaders, Tier 2/Tier 2.5 teams, and delivery leads to discuss service delivery, metrics, and performance;--- Acts as a trusted advisor to the PM, SDM, and customer;--- Facilitates adherence to quality standards for ticket logging and resolution across the escalation/resolution path;--- Supports implementation of a formal quality scorecard to assess the quality of high/critical incidents in ServiceNow and oversee quality reporting to provide feedback to team members;--- Conducts quality assessments, trend analysis, and providing management reporting on quality metrics;--- Performs gap analysis, root cause analysis, and other assessments to diagnose issues and events that impact SLA events and service delivery;--- Applies subject matter knowledge to high-level analysis, design, development, modeling, simulation, integration, installation, documentation, and implementation;--- Supports post-approval billing procedures;--- Assists with license management; and--- Reviews, approves, and acknowledges policies and procedures for certification compliance;Job Type: Full-timePay: From $140,000.00 per yearSchedule:* 8 hour shiftWork Location: One location

Keywords: Red River, Chantilly , Project Manager, Executive , Chantilly, Virginia

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