GOS Regional Service Center Director Applications

Job Category:Account Service Management Primary Location:USA-VA: VIRGINIA-FALLS CHURCHSchedule:Full-time Job Type:Standard Employee Status:RegularJob Posting: 2008-09-02Description: Job Summary:The Applications Service Center is organized to design, deploy, and deliver the full lifecycle of services in the Applications arena; its purpose is to drive the strategy and competitiveness of GOS Applications Solutions and Services, to accelerate time-to-market, to optimize our solution and service investments, and to drive excellence and consistency in service delivery. The scope of this area includes application development and modernization services as well as applications services and support, including custom application development, application replacement, migration, conversion, porting, features addition, enterprise and custom application maintenance, applications support, upgrades and tactical enhancements, testing, and user security management. It also includes all Business Services, including industry solutions, Information as a Service, and Collaborative Enterprise (includes Dynamic Workproduct, Unified Communications, Knowledge Networking, and Effective Conferencing). The team is accountable to the Regional Service and Portfolio Executives for fully deployable and market-leading solutions and services, as well as continuous improvements of those services and adherence to CSC standards and values. The Business Services dimension of this role will require close collaboration with the global and regional portfolio teams to further evolve business services from the foundation services; business services are expected to grow to be a significant portion of the portfolio over time. CSC Global Outsourcing Services (GOS) Service Centers are responsible for delivering all of their services in line with the quality and cost as defined in the approved Service Catalogue. They are responsible for the full ITIL v3 lifecycle of serviceso Service Strategyo Service Designo Service Transitiono Service Operationso Continual Service Improvement The Regional Service Center Lead has the following roles and responsibilities: Leadership of all staff assigned to the Service Center. Leading delivery of repeatable leveraged and strategic services. Assuring the execution of ITIL-based processes in accordance with Enterprise Management Services governance. Attracting, retaining and motivating staff through active participation and involvement, providing real responsibility and empowerment, and recognizing achievements Responsible for delivering world class outsourcing services to clients within a particular region, utilizing globally leveraged functions. Participates in development, planning and execution of GOS and solutions strategy. Responsible for managing the services organization through the sales to delivery lifecycle. Translating service demand forecasts from accounts into resource requirements and staffing plans for the Capability Resource Centers. Essential Job Functions: Technology: Works with Portfolio Managers in contributing to service lifecycle management strategies. Ensures services are delivered against and aligned to the integrated service model. Ensures that the technical solution architecture is deployed properly to achieve performance and financial objectives of service. People: Evangelist for promoting the value and benefits of Service Center services to accounts and potential clients. Leads direct and indirect reports, ensuring proactive promotion of CSC and GOS values and business culture. Works with the Regional Portfolio Executive and Regional Service Executive and other regional leaders to support the development and closing of new business. Works with the Portfolio Management Director, and related functions in supporting the service management lifecycle, from ideation to launch to continual improvement. Instill a fun, proactive culture built on natural and collaborative service delivery groups, focused on delivery excellence, continuous improvement, and innovation. Participates in the Regional Service Delivery Governance Board. Responsible for staff performance evaluations and working with accounts to establish mutually beneficial KRAs.Customer: Responsible for managing a client-focused (vs. technology-focused) service structure that delivers continuous improvement in quality, cost and account/customer satisfaction. Delivers services against client SLA's and other contractual agreements. Regional escalation point for service centre services Responsible for ensuring customer satisfaction. Business: Develops & Manages 12-month rolling resource demand forecast to the capability centers, based on forecasted demand for all accounts. Ensures solution lifecycle management processes occur across portfolio of service centre services. Responsible for competitiveness and benchmarking of services. Accountable for maximizing services uptake (sales) to in-region clients. Accountable for migrating all Level 0, 1 and 2 work to Enterprise Service Management functions (as part of GOS's organization change initiative) Contributes to activities necessary to influence marketing and analyst relations activities that affect the competitiveness of the GOS Service Center solution portfolio. Financial: Accountable for unit cost delivery. Ensures that tools and processes necessary to create transparency of operational and financial performance of services, such as revenue by service on each account, profitability by service, and return on investment in solution/service development Basic Qualifications Master's degree or equivalent combination of education and experience Master's degree in computer science, management information systems, accounting or related field preferred Fourteen or more years of applications development experience Ten or more years of experience in managing people Experience working with contracts and finance and accounting knowledge Experience working with computer industry Experience working with company products and services Experience working with computer systems and their use Experience working with customer technology and support requirements; regional awareness of cultural environment Experience working with application development and maintenance best practices Experience working with generally accepted accounting principles and accounting software Strong communication skills needed to interface with high-level internal stakeholdersStrong strategic management and planning skillsAbility to publicly represent company with internal and external clientsAbility to use own judgment and initiative in problem resolutionStrong organization and time management skillsAbility to strategically assess business and identify improvement opportunitiesAbility to define specific solutions within an abstract environmentWillingness to travelAbility to work independentlyAbility to work in a team environment, even when remote support is requiredAbility to deal with and manage change Lominger Competencies Sought:03 Approachability 05 Business Acumen 09 Command Skills 15 Customer Focus 24 Functional/Technical Skills36 Motivating Others39 Organizing 50 Priority Setting53 Drive for Results65 Managing Vision & Purpose Other Qualifications : Work Environment:Note: This job description describes the general nature of the duties and requirements of the job.It is not intended to be an exhaustive list or to limit the supervisor's ability to modify work assignments as appropriate. Remote Work Location Authorized:Yes Relocation Assistance:Not AvailableClearance Level:None Create Success