Deputy Program Manager Dell Services Federal Government Arlington

Job Description: • 2-minute read •
Dell Inc.'s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Deputy Program Manager. The Deputy Program Manager will support one of our Key Federal Programs in our Washington DC/Northern Virginia location. The ideal candidate for this position should have direct onsite government experience providing IT Infrastructure Operational/Program Management support for an enterprise level program. The Deputy Program manager reports to the Program Manager and is responsible for the Program in the Program Managers absence.

The candidate manages substantial program/technical support operations involving multiple projects/task orders and personnel at diverse locations. Organizes, directs, and coordinates the planning and execution of all program/technical support activities. Has demonstrated information technology expertise and communications skills to be able to interface with all levels of management. Simultaneously plans and manages the transition of several highly technical projects. Establishes and alters (as necessary) management structure to effectively direct program/technical support activities. Meets and confers with Government management officials regarding the status of specific program/technical activities as well as problems, issues, or conflicts requiring resolution. The position scope includes Operations, Finance, Client relationship building, Sales, Contracts and personnel management. This account has over 60 FTE and supports over 1800 agency staff and 250,000 external customers. The position is responsible for Monitoring Customer Experience Feedback, Quality Assurance and Audits Management, Documentation Oversight, Net Promoter Score, Staffing Plan, Risk Management Plan, Communications Plan, and DSFG Staff Training. •Coordinating internal teams and individuals toward a common goal; •Coordinating account external DSFG teams and individuals in support of account goals and actions (HR, Finance, Legal, etc.); •Communicating with the customer verbally and in writing regarding sensitive and sometimes confrontational subjects in a professional manner; •Communicating with the DSFG Senior management verbally and in writing regarding sensitive and sometimes confrontational subjects in a professional manner; •Creating strategies to improve all aspects of Service Delivery; •Creating strategies to improve team member productivity and morale. Regarding operations, the DPM should be expert at: •Understanding the basic services provided under this contract and the structure and functions of the teams providing them; •Understanding common Infrastructure issues, language, and approaches (an understanding of the ITIL framework); •Understanding complex technical issues and either assist in organizing the approach to resolution or understanding team member skills well enough to delegate this function; •Communicating technical issues and resolution verbally and on paper in a way that senior customer (both technical and non-technical) will understand; •Understanding of emerging technologies to assist in forward looking strategies in support of customer business goals. •Understanding all aspects of the P&L; •Providing options and strategies for remediating financial shortfalls and issues; •Understanding proposal business volumes well enough to ensure they are comprehensive and do not foster a high risk of project failure; •Understanding the costs of running a large IT Infrastructure account well enough to assist in forward planning to meet contractual needs while minimizing costs. •Understanding the customer views both good and bad regarding provided services and coordinating an appropriate internal and external responses; •Creating strategies to anticipate customer needs and fulfill them improving overall customer satisfaction and increasing the desire to procure more services; •Developing customer relationships to the point of understanding what motivates various customers; •Defining and analyzing measurements to ensure quality and satisfaction targets are met for the program; •Planning multiple layers of customer interaction by a variety of DSFG personnel to ensure the account is engaging the entire customer set at the correct levels by the best people to do so. Regarding sales, the DPM should be expert at: •Understanding and supporting the entire sales lifecycle including DSFG internal processes, and Federal procurement rules; •Creating innovative solutions that can then be sold to the customer •Engaging with customer representatives (CO & COR), regarding sensitive and difficult sales negotiations. Regarding Contracts, the DPM should be expert at: •Providing a full knowledge of the current contract requirements; •Providing a full knowledge and support of contract compliance; •Engaging with customer representatives (CO & COR), regarding sensitive and difficult contractual negotiations. Regarding personnel management, the DPM should be expert at: •Managing Managers to make sure they are meeting all desired personnel outcomes for their teams (morale, productivity, improving skills etc.) •In directly managing personnel to improving morale, productivity, improving skills, etc. •Coordinating the account to support DSFG requirements and desired outcomes (Timesheets, training, PTP, etc.) "DJAM" Required Skills - Demonstrated track record of contracts management. - Intimate knowledge of customer and customer environment. - Demonstrated experience driving complex issues to closure with internal and external customers. - 7 years IT program/project management experience, civilian government experience is helpful - 10 years managing IT Operations - ITIL Foundations or higher certification required Desired Skills - PMP certification optional Education Masters and 7 Years of experience or Bachelors and 10 years of experience or equivalent work experience Experience Masters and 7 Years of experience Or Bachelors and 10 years of experience or equivalent work experience

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