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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT managed services operations leadership, particularly in multi-tower data center services, with a strong focus on SLA management, incident escalation, and customer satisfaction. Proven ability to lead large, geographically distributed teams while ensuring alignment with contractual requirements and operational performance.
Highest-signal resume keywords
IT Managed Services Operations LeadershipMulti-Tower Data Center Services ManagementITIL Service Management FrameworkSLA Management and Operational PerformancePeople Leadership in Geographically Distributed Teams
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery ManagementIncident ManagementEscalation ManagementSLA Performance ManagementOperational Performance ManagementData Center OperationsMulti-Vendor ManagementContract ManagementGovernment IT Services DeliveryITIL Framework Application
Soft Skills
Customer Service ManagementStakeholder EngagementTeam CoordinationAccountabilityOperational Consistency
Certifications & Qualifications
ITIL v4 Managing ProfessionalPMP
Industry Keywords
Private CloudMainframeData CenterFacility ManagementGovernment ITService TowersSLAManaged ServicesContractual RequirementsService Levels
Tech Stack
Tools & technologiesCloudPMP
About the role
Key responsibilities & impact- Assume overall responsibility for delivery of all contract requirements across all service towers
- Provide direct oversight of the Private Cloud, Mainframe, Facility Management, and Data Center Network Service Delivery Managers
- Manage and drive SLA performance across all service tiers, ranging from Premier Plus (99.95%) through Remote Standard (99.00%)
- Provide escalation management for all Severity 1 and Severity 2 incidents
- Coordinate with the Account Director on customer satisfaction and DIR relationship management
- Provide ITIL-based service management process oversight across all service towers
- Drive operational consistency, accountability, and performance across the multi-tower service delivery organization
- Ensure service delivery activities remain aligned with contractual requirements, service levels, and customer expectations
- Lead operational coordination across the Austin Data Center and San Angelo Data Center, as applicable
Requirements
What you’ll need- 16 years of experience, may have management experience
- 10+ years of IT managed services operations leadership at scale, including experience with environments/contracts valued at $50M+ per year
- Demonstrated experience managing multi-tower data center services, including Compute, Storage, Network, Facilities, and Mainframe
- Prior state or federal government IT managed services delivery experience
- Strong knowledge and demonstrated application of the ITIL service management framework
- Experience operating within MSI/multi-vendor government IT environments
- Demonstrated people leadership experience managing large, geographically distributed teams
- Proven ability to manage complex service delivery organizations and multiple service towers simultaneously
- Strong incident, escalation, SLA, operational performance, and customer-service management experience
- Ability to work effectively with senior government stakeholders, internal executives, service delivery leaders, and multi-vendor partners
- Must be a US Citizen
- ITIL v4 Managing Professional or equivalent preferred
- PMP preferred