Technical Account Manager (TAM) Lead - Remote with Security Clearance
Job Details Technical Account Manager (TAM) Lead US CITIZENSHIP REQUIRED Accountable for supporting and leading multiple Service Delivery teams aligned to company Managed ServicesResponsible for establishing, maintaining, executing and measuring assigned capabilitiesMust align capability to all Delivery Operational StrategiesAccountabilities include but are not limited to; managing labor, tools, processes, delivery costs, and required controls deployed across company's operational programs.
o Accountable for the growth and credibility of assigned capability to include being recognized by the organization as the SME for that delivery operational area of concerns (as defined by their capability).
o Accountable for establishing and maintaining the capability Service Catalog.
o Accountable for organizing and managing the Community of Practice and Marketing aligned to assigned Capability.
o Accountable for any collateral for capability operations to include Standard Operating Procedures, Job-Aids, Knowledge articles, etc.
o Accountable and responsible for ensuring operational processes and procedures are followed for designated service lines within aligned Capability to include taking any needed corrective actions as required.
o Accountable and responsible for taking feedback and any escalations communicated by counterparts within the program leadership; documents feedback and escalations and take or recommend appropriate actions.
o Monitor Key deliverables aligned to capability across all operational programsReport any risks and concerns in the context of operational delivery (Risk Management, Monthly updates, etc.
).
o Ensure monitoring of Service Level Agreements (SLA) and/or Key Performance Indicators (KPI) within aligned capabilitiesProvide program and leadership appropriate information to address and correct any failed SLA and/or KPI.
o Lead efforts in setting goals and objectives for the respective capability and communicating/aligning these goals to the overall delivery operational objectives.
o Facilitate and support management of customer problems/requests/issues per contractual or organizational governance requirements.
o Accountable for identifying, new or streamlined procedures, knowledge collateral, or operational staffing, for capability across operational programs.
o Accountable for performing (within Capability) follow-up on incidents and escalations with customers as needed to ensure customer satisfaction.
o Develop and maintain knowledge of customer and customer specific business environmentEnsure staff acquires customer specific skills and knowledge.
o Maintain an informed status of operations by attending meetings, conferences and focus groups as appropriate.
o Support and manage and/or work on project work as appropriate.
o Support new business transition activities as required.
o Clearly defines and communicates roles and expectations to manage personnel.
o Assist in developing and communicating policies, procedures, standards, and processes that promote productivity and effective resource utilization.
o Overall responsibility for leading the program, department, or functional area as designatedOversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measuresMinimum Qualificationso Bachelor's Degree in Computer Science, or equivalent and relevant experience.
o Certifications:
o Current PMP Certificationo ITIL Foundation v3 or v4o At least 4
credit hours in any ITIL intermediate Certificationso 12
years in an IT Operational Roleo 10
Years in a leadership position that aligns to the Capability aligning too.
o 5
years in a leadership role supporting a Federal Client (includes being a supervisor or team lead) or equivalent.
o Demonstrates progressive leadership responsibilitiesOther Job Specific Skillso Leadership/Management experience within IT operations, IT Service Management and/or Client Relationship managemento Excellent understanding of ITIL v3 or v4 processes.
o Excellent coordination skills across multiple departments of the program/client system.
o Experience managing multiple and differing IT operational teams.
o Excellent ability to motivate personnel in support of government customer needs.
o Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover.
o Ability to constantly adapt to a growing and diverse delivery operational environment.
o Full understanding of Delivery Operations related to the capability leading (e.
g.
, operations service management, and Customer Service operations.
)o Ability to work with all levels of technicians, Contract Management, and Customer Management.
o Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer.
o Excellent customer service skillsExcellent communication and interpersonal skills.
o Good problem solving and analytical skills.
o Ability and desire to build additional technical skills.
o Ability to interact effectively with senior delivery and client leadership.
o Ability to follow instructions to produce desired results.
o Aptitude to multi-task workloadsAbility to remain calm and courteous in periods of stress.
o Ability to execute organizational delivery Operational directives in an independent manner providing needed updates and assistance for senior management as required.
o Strong administrative and organizational skills.
o Willingness to work overtime and varying hours as required#cjpost Job Requirements:
Bachelor's Degree in Computer Science, or equivalent and relevant experienceCertifications:
Current PMP Certification ITIL Foundation v3 or v4 At least 4
credit hours in any ITIL intermediate Certifications 12
years in an IT Operational Role 10
Years in a leadership position that aligns to the Capability aligning too5
years in a leadership role supporting a Federal Client (includes being a supervisor or team lead) or equivalentDemonstrates progressive leadership responsibilities.
Recommended Skills Administration Analytical Certified Project Management Professional Coordinating Courtesy Customer Demand Planning Estimated Salary: $20 to $28 per hour based on qualifications.
o Accountable for the growth and credibility of assigned capability to include being recognized by the organization as the SME for that delivery operational area of concerns (as defined by their capability).
o Accountable for establishing and maintaining the capability Service Catalog.
o Accountable for organizing and managing the Community of Practice and Marketing aligned to assigned Capability.
o Accountable for any collateral for capability operations to include Standard Operating Procedures, Job-Aids, Knowledge articles, etc.
o Accountable and responsible for ensuring operational processes and procedures are followed for designated service lines within aligned Capability to include taking any needed corrective actions as required.
o Accountable and responsible for taking feedback and any escalations communicated by counterparts within the program leadership; documents feedback and escalations and take or recommend appropriate actions.
o Monitor Key deliverables aligned to capability across all operational programsReport any risks and concerns in the context of operational delivery (Risk Management, Monthly updates, etc.
).
o Ensure monitoring of Service Level Agreements (SLA) and/or Key Performance Indicators (KPI) within aligned capabilitiesProvide program and leadership appropriate information to address and correct any failed SLA and/or KPI.
o Lead efforts in setting goals and objectives for the respective capability and communicating/aligning these goals to the overall delivery operational objectives.
o Facilitate and support management of customer problems/requests/issues per contractual or organizational governance requirements.
o Accountable for identifying, new or streamlined procedures, knowledge collateral, or operational staffing, for capability across operational programs.
o Accountable for performing (within Capability) follow-up on incidents and escalations with customers as needed to ensure customer satisfaction.
o Develop and maintain knowledge of customer and customer specific business environmentEnsure staff acquires customer specific skills and knowledge.
o Maintain an informed status of operations by attending meetings, conferences and focus groups as appropriate.
o Support and manage and/or work on project work as appropriate.
o Support new business transition activities as required.
o Clearly defines and communicates roles and expectations to manage personnel.
o Assist in developing and communicating policies, procedures, standards, and processes that promote productivity and effective resource utilization.
o Overall responsibility for leading the program, department, or functional area as designatedOversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measuresMinimum Qualificationso Bachelor's Degree in Computer Science, or equivalent and relevant experience.
o Certifications:
o Current PMP Certificationo ITIL Foundation v3 or v4o At least 4
credit hours in any ITIL intermediate Certificationso 12
years in an IT Operational Roleo 10
Years in a leadership position that aligns to the Capability aligning too.
o 5
years in a leadership role supporting a Federal Client (includes being a supervisor or team lead) or equivalent.
o Demonstrates progressive leadership responsibilitiesOther Job Specific Skillso Leadership/Management experience within IT operations, IT Service Management and/or Client Relationship managemento Excellent understanding of ITIL v3 or v4 processes.
o Excellent coordination skills across multiple departments of the program/client system.
o Experience managing multiple and differing IT operational teams.
o Excellent ability to motivate personnel in support of government customer needs.
o Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover.
o Ability to constantly adapt to a growing and diverse delivery operational environment.
o Full understanding of Delivery Operations related to the capability leading (e.
g.
, operations service management, and Customer Service operations.
)o Ability to work with all levels of technicians, Contract Management, and Customer Management.
o Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer.
o Excellent customer service skillsExcellent communication and interpersonal skills.
o Good problem solving and analytical skills.
o Ability and desire to build additional technical skills.
o Ability to interact effectively with senior delivery and client leadership.
o Ability to follow instructions to produce desired results.
o Aptitude to multi-task workloadsAbility to remain calm and courteous in periods of stress.
o Ability to execute organizational delivery Operational directives in an independent manner providing needed updates and assistance for senior management as required.
o Strong administrative and organizational skills.
o Willingness to work overtime and varying hours as required#cjpost Job Requirements:
Bachelor's Degree in Computer Science, or equivalent and relevant experienceCertifications:
Current PMP Certification ITIL Foundation v3 or v4 At least 4
credit hours in any ITIL intermediate Certifications 12
years in an IT Operational Role 10
Years in a leadership position that aligns to the Capability aligning too5
years in a leadership role supporting a Federal Client (includes being a supervisor or team lead) or equivalentDemonstrates progressive leadership responsibilities.
Recommended Skills Administration Analytical Certified Project Management Professional Coordinating Courtesy Customer Demand Planning Estimated Salary: $20 to $28 per hour based on qualifications.
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