Pyramid Systems, Inc.

Director of Client Operations & Support

US-VA-Fairfax
2 weeks ago
Job ID
2017-1059
# of Openings
1
Category
Information Technology

Overview

Responsible for leading directing client operations and support programs to positively impact the financial performance of the company. The Sr Director / VP of Client Operations & Support champions agile, efficient, repeatable program operations that achieve high quality and high customer satisfaction. This role supports strategic and new business growth initiatives by developing go-to-market capabilities and sponsoring staff development and mentoring.

Responsibilities

  • Leads key company client operations and support functions including select delivery and transition activities.
  • Experience with the services offered including Agile software development and IT Operations, providing consultation to internal teams and customers.
  • Monitors delivery performance to ensure program effectiveness and to lead managers to make sound client-facing decisions.
  • Leads the response to root-cause analysis and other problem solving activities to identify effective corrective actions and process improvements.
  • Communicate the company's capabilities to current and prospective customers through plans, presentations, and proposals.
  • Participates in and leads key company proposal solution development efforts by leading win theme reviews, solution reviews, and proposal color reviews to ensure high-quality results.
  • Supports business development and growth initiatives by leading select company service offerings and participating in direct customer meetings, presentations, and calls.
  • Works with program managers to implement continuous improvement programs that ensure consistent performance and high client satisfaction.
  • Manages select delivery and Program Support staff based on intimate knowledge with key clients.
  • Sponsors process improvement and methodology development efforts to raise the performance of the company’s service solutions
  • Sponsors quality assurance and improvement initiatives to assess and improve project standards and methodologies. (ISO and CMMI as well as methodologies such as Agile, DevOps, and ITSM)
  • Ensures maintenance of current certifications and achievement of additional strategic certifications to differentiate Pyramid’s brand (i.e., ISO 9001, etc.)

Qualifications

  • Experience managing complex development and IT operations programs across customers
  • Experience with federal civilian accounts such as FDIC, SEC, HUD, DHS, DOS, DOT, and HHS/CMS
  • Experience with High Maturity CMMI and multi-model process improvement to include ISO 9001, ITIL/ITSM, Kanban, PMBOK, and Agile leadership.
  • Familiarity and leadership experience within the federal contracting arena for quality oversight, and accreditation and regulatory compliance
  • Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details, as required
  • Proven ability to develop dynamic, constructive working relationship and partnerships
  • Willingness to challenge the “status quo,” and active risk taker
  • Excellent interpersonal skills (negotiation, listening and communication skills) characterized by effective interactions with a diverse range of internal and external stakeholders
  • Ability to balance strategic development and day-to-day operation responsibilities
  • 15+ years of experience within the quality industry

Education: Bachelor's degree; Master's preferred

 

Certifications: PMP, Scrum Master

 

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