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Program Manager (Center of Excellence)

Company: Shabas Solutions LLC
Location: Silver Spring
Posted on: February 23, 2021

Job Description:

If you have experience as a Program Manager for a Center of Excellence (CoE) providing Cloud Capabilities Support, IT Infrastructure Optimization, Customer Service Support, or Service Delivery Analytics at a large Federal or Commercial organization, this may be the job for you. The Program Manager will oversee one or more Center of Excellence for a federal agency as the government seeks to continually improve its IT and customer service capabilities.The Program Manager will be responsible for overseeing a range of services, to include overseeing one or more of the following Centers of Excellence activitiesCloud Adoption CenterPossible activities* Portfolio/Architecture Analysis* Application/System Analysis* Cloud Migration Planning* Security Assessments and InnovationsIT Infrastructure Optimization CenterPossible activities* Agency architecture assessments and end-state planning* Data Center Planning (e.g. assess end-state power, cooling, space, connectivity readiness)* Organizational change management specific to data center closure* Assessment of cloud capabilities and functions intersecting IT infrastructure* Master Data Management Strategy* Data migrations/Data conversions* IT Security Reviews (both cyber and IT facility security)Customer Experience CenterPossible activities* Facilitating multi stakeholder meetings to define meaningful outcomes, metrics that matter to decision makers* Utilization of Robotic Process Automation (RPA) and Intelligent Systems* Omni-channel service design* Deliver a customer experience transformation approach* Deliver an approach to tackling high impact/high value projects* Help create foundations to drive cultural and operational change* Build a customer experience culture* Service Design-the cross-channel experience* Designing the ideal journey* Performance and measuring the customer experience* Evaluate and map cross functional customer journeys* Change management and organizational alignmentService Delivery Analytics CenterPossible activities* Facilitating multi stakeholder meetings to define meaningful outcomes, metrics that matter to decision makers* Process Flow Charting (service design blueprinting)* Data Analysis / Interactive Dashboards* Continuous Process Improvement for Services Provided* Integration and configuration of measurement instruments (within CRMs, contact centers, websites, paper processing, etc.)Requirements* Must have a Master's degree* 15+ years of progressive experience to include the following Experience as a Program Manager overseeing multiple projects or contracts; Experience as overall lead or director on complex projects and multiple contracts; Experience as principal liaison directly interacting with multiple customer organizations * Must have demonstrated subject matter expertise in one or more of the CoEs providing the following support IT Infrastructure Optimization; Cloud Services and Cloud Migration Support; Customer Service and Experience Support; Service Delivery Analytics Services* Must have US Citizenship and be clearablePreferred Qualifications* Prior consulting experience with a large Health IT firm* Experience providing similar services to Federal agencies is strongly preferred* Proficient oral and written communication skills* Ability to organize, prioritize and be detail oriented* Ability to work independently and in a team environment across different functionsThis role is for a Federal Agency in the Maryland/DC area. All applicants should be prepared to commute regularly into this area and to work in a government office environment.NOTE The job offer and duration is subject to contract award, completion of a successful candidate background check, approval by the client, satisfactory performance, and availability of funding.BenefitsPosition Type Flexible - Independent Consultant(1099)/Employee(W2)Our comprehensive package of benefits for eligible full time employees includes the following * Competitive compensation package and medical benefits* Company-paid basic life/AD&D, short- and long-term disability insurances* Paid time-off program consisting of vacation, sick, and holidays

Keywords: Shabas Solutions LLC, Silver Spring , Program Manager (Center of Excellence), Executive , Silver Spring, Maryland

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