Service Center Lead, Director

Key Role:

Plan, define, and implement a service center strategy for the shared services organization with an emphasis towards optimization, simplification, automation, and scale.  Provide direction and support to service center leaders ensuring service delivery is consistently meeting delivery agreements and standards while providing direction and support to Service Desk (Tier 1) leaders and Functional Team leaders (Tier 2). Ensure all functions are completed in an accurate, timely, and efficient manner, fully compliant with regulatory and company requirements.  Work with leaders to set, execute, and measure service center performance goals and lead efforts to continuously improve while also guiding team members in meeting customer’s needs that are consistent with the organization’s philosophy, mission, vision, and strategic plan. Establish a culture committed to top notch delivery, teamwork, and accountability by building and promoting positive relationships with peers and the customer base to establish trust and ensure follow through to deliver in a way that supports a world class service center organization. Recruit, engage and develop the team and ensure the Service Desk and Functional teams are appropriately staffed and engaged in continuous learning and improvement while teaming with the Continuous Improvement team to analyze metrics, key performance indicators, service level indicators, and service level agreements to better consult with leadership team to set recommendations such as improving operational efficiency and customer service.  This position is a hybrid role with a combination of working at a Booz Allen office or client site and working remotely.

Basic Qualifications:

  • 12+ years of experience with managing or leading a team in either a Human Resources, Security Services, or Technology Group
  • 3+ years of experience with leading a cross-functional team experience in process management, optimization, and continuous improvement methodologies
  • Experience with successfully transitioning work from Center of Expertise (COE) teams to centralized shared services teams
  • Knowledge of Service Center and shared service technology procedures and best practices
  • Ability to manage teams, clients, stakeholders, and workflow in a service center environment
  • Ability to build strong relationships with COE partners as well as the business sectors to improve delivery
  • Ability to address performance issues through key performance metrics and technical efficiency
  • Ability to obtain a security clearance
  • Bachelor’s degree or 15+ years of experience in technology project management in lieu of degree

Additional Qualifications:

  • Experience with applying detailed focus on data and process to ensure data integrity
  • Ability to understand technical data flows across multiple systems
  • Ability to lead through others and develop strong leaders
  • Possession of effective written and verbal communication skills across multiple formats including, formal presentations, meetings, conference calls, and e-mails
  • Master’s degree

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

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