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Sustainment/Managed Services Lead

Req #: 227315_22201
Location: Arlington, VA US
Job Category: Information Technology
Minimum Clearance Required: Secret

Job Description

What You'll Get to Do:

The Navy has aging IT systems that cannot support a modern Navy growing to meet the demands of the National Security Strategy.  Recognizing these shortfalls, OPNAV N1 has engaged in a full-scale modernization process called MPT&E Transformation which is expected to modernize personnel management and training systems to more effectively recruit, develop, manage, reward and retain the force of tomorrow.  The MPT&E transformation program will bring together all MPT&E capabilities into a single, modern System of Systems Architecture (SOSA) to support the Manpower, Personnel, Training and Education mission. PMW240’s preferred approach employs a Cloud First strategy that leverages PaaS and SaaS based solutions within and hybrid cloud operating environment to support both Ashore and Afloat mission requirements.  The system is a future Web-based Human Resources (HR) solution to provide integrated HR and Payroll capabilities across the enterprise and is designed to alleviate the customer’s current reliance on stove-piped HR systems and payroll interfaces that do not efficiently share information with one another. As a result of its implementation, the system will provide a centralized resource for employees, managers, and HR Professionals to better manage personnel and pay information.

More About the Role:

The MPT&E Sustainment/Managed Services Lead will be an outstanding leader with an impressive track record of high quality, complex service delivery for a comprehensive portfolio of IT support services.  The candidate will have a technical and commercial service management skill set and demonstrate the ability to lead and shape customer relationships, set and drive customer service delivery strategies and drive continuous process improvement through innovation.  The incumbent will be adept at organizational change management and must possess excellent leadership and personnel management skills. He or she will be extremely well versed in performance measurement and tracking and will be responsible for meeting and exceeding SLA criteria defined by the Navy under the resultant contract.      .   

The MPT&E Sustainment Lead will lead all personnel responsible for the operation and support of the MPT&E portfolio of systems and the Tier 0, 2, 3 and 4 support desks.  He/she will work with program senior leadership and peer teams to help define service oriented operational strategies that ensure high performance service delivery.  Knowledge and understanding of the MPT&E Sustainment mission and a background in Human Capital Management is highly desirable, but not required.  The selected candidate will provide input to long and short-range planning of projects and assist assigned task leads with the planning and execution of their assigned activities.  He/she will be highly skilled in the identification, selection, training and management of a professional MPT&E Sustainment team focused on Mission Support, Customer Satisfaction, Quality of Service Delivery and Reduced Lifecycle Cost of Service (through Continuous Process and Service Improvement). 

Responsibilities include, but are not limited to the following:

  • Provide operations management support – to include oversight of all MPT&E Sustainment activities.  Such activities include:  portfolio management; Tier 0 support; Tier 2 help desk support; Tier 3 break/fix support; and Tier 4 OEM Patch Management.  He/she will prepare progress reports, anticipate issues, and ensure timely issue and risk resolution.
  • Coach and mentor senior, mid-level and junior staff on the proposed operations and maintenance methodology, tools, and techniques defined for use on the MPT&E Sustainment program. 
  • Be an expert in the identification and analysis of interdependencies, contingencies, and risk (including IT security management) as it affects sustainment projects.
  • Perform end-to-end compute capacity planning and performance management – identifying opportunities for quality improvements, automation, and cost savings.
  • Forecast demand for services based on operating trends, organic growth and project needs; and proactively propose service improvement plans as necessary
  • Meet regularly with all MPT&E Sustainment support vendors to understand their product roadmaps, help define future capabilities, and participate in the selection of the right tools and technology for continuous process and service improvement.
  • Perform qualitative and quantitative analysis of all sustainment issues/problems reported; and oversee the processes designed to ensure effective preventive and corrective action to improve the quality of the system.   
  • Lead and/or assist in the formulation and presentation of sustainment solutions to customer defined problems
  • Drive MPT&E Sustainment projects and implementation initiatives to successful conclusion
  • Develop, communicate, train and enforce the implementation of common sustainment policies, processes, procedures and tools for effective customer service/support for MPT&E Sustainment
  • Ensure all activities are executed in accordance with CACI and Client policies and procedures.
  • Ensures preparation and delivery of metrics-based performance and status reports for consumption by a multi-tier stakeholder community of interest.
  • Ensure effective cross team collaboration (between members of the development, operations support, security and compliance, and service desk teams) to ensure high quality service delivery (per agreed upon SLA’s). 
  • Develop, mentor, attract and retain talent through positive employee relations and robust succession planning.
  • Make decisions regarding hiring, promotions, salary adjustments, discipline, and any other changes of employee status.
  • Participate in IT Systems Modernization planning and implementation activities.
  • May directly manage other work tasks and/or projects located in New Orleans, LA or Pensacola, FL as the need arises.

You’ll Bring These Qualifications:

  • Bachelor's degree in Information Systems or a related field with 10+ years’ experience providing operations management support, to include oversight of all system sustainment activities for a large scale, complex COTS and SaaS-based systems integration program. Such activities include: infrastructure management; Tier 0 support; Tier 2 help desk support; Tier 3 break/fix support; and OEM Patch Management.  PMI certification preferred.  Experience with automated environment provisioning, release and deployment of products and services to the Cloud is required.
  • ITILv3 Service Management experience (ITIL Service Management Essentials or Foundation certification preferred)
  • Expert in the identification and analysis of interdependencies, contingencies, and risk (including IT security management) as it affects service operations
  • Experience performing qualitative and quantitative analysis of all sustainment issues/problems reported; and overseeing the processes designed to ensure effective preventive and corrective action to improve the quality of the system
  • Experience transitioning from solution development through stabilization to a steady state mode of operation.
  • Thorough understanding of Cloud and Multi-cloud Management tools and processes
  • U.S. citizenship is required
  • A Secret clearance is required to begin employment. For this position, CACI has the ability to provide clearance sponsorship for qualified individuals.

These Qualifications Would be Nice to Have:

  • Experience in multiple IT platforms and architecture integration
  • Experience managing service operations for enterprise systems environments using the proposed MPT&E solution components
  • Experience in overseeing incident management and help desk operations.
  • PeopleSoft 9.2 implementation, sustainment experience
  • Agile development/sustainment (with DevSecOps Integration) experience preferred
  • Strong understanding of architecture and design of complex globally dispersed distributed systems
  • Thorough understanding of operational support processes, excellent business acumen and ability to direct team in dissecting and diagnosing complex problems
  • Strong communication skills
  • Capacity to work in a fast paced and dynamic environment
  • CMMI Level 3 implementation experience
  • Ability to build, maintain positive working relationships
  • Proven leadership skills
  • Earned Value Management
  • Large scale project transition experience preferred

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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