Manager Operations


Job Description
Overview: IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity. Responsibilities: The Program Operations Manager is responsible for supporting Federal Contract Program Managers in managing programs according to the cost, time and project milestones. Large scale Federal programs commonly require Program Management activities that exceed the capacity of a single individual Program Manager. The Operations Manager role is vital in ensuring the success of a program by expanding the capacity of the Contract Program Manager. The Operations Manager carries out many of the key tasks of the Program Manager and ensures accountability for the successful management and execution of large scale Federal programs. The Operations Manager will work in a fast paced and dynamic team environment while managing high visibility projects with many stakeholders and sometimes competing priorities. While principally focused on Program Operations related to Delivery Order fulfillment and Operational Maintenance of the fleet of delivered systems, the role will also require awareness of development activities that will change functional capabilities for the end users. Involvement with development teams through customer acceptance and change control process is required in order to plan and coordinate fleet upgrades of said changes.DUTIES AND RESPONSIBILITIES Supports and expands the capacity of the Program Manager in all aspects of short and long-term projects including planning, scheduling, cost, time and quality commitments, risk management, resources, etc.Leads and manages the activities of the technical project team and is directly involved in design reviews and technical issues; coordinates both internal and external teams, ensuring the consistency of technical tasks delivered to the customer.Supports and enhances the customer relationship through consistent communication of day-to-day program activities and achieves highest level of customer satisfaction.Develops and helps safeguard program schedule integrity and collaborates with the Program Manager to report to both customer and business unit leadership of changes in scope.Monitors project performance and aligns and coordinates resources to ensure milestones are achieved in a timely manner.Identifies potential risks and prepares and coordinates action plans to resolve risks prior to escalation. Develops and updates a program business plans; ensures program success and seeks opportunities for business growth.Identifies and recommends opportunities for continual service improvement. Work with Idemia Customer Service and Operations management to create comprehensive set of metrics and measurements both for internal and customer facing use.Coordinates product needs in collaboration with Product Management and Supply Chain Management; develops a project timeline to ensure products are delivered according to project milestones.Contributes to marketing and presales actions on an as needed basisComplies with all internal processes and standards for project, quality, cost and risk management.Complies with environmental standards, product safety, and all applicable regulations.Organize and facilitate deployment schedule with Idemia Deployment Manager that meets or exceeds customers desired deployment schedule. Communicate with PM on any adjustments or alteration to deployment plan that may be required.Coordinate with Program Customer Service Manager to establish strategy for storage and delivery for spare parts in order to achieve effective time sensitive availability of parts in support of operations within program budgetary limits, make recommendations to PM on strategies to improve spare part deployment and cost control.Collaborate with Customer Service Manager, Engineering Development team, and Program Information System Security Officer (ISSO) on root-cause failure analysis based on operational system performance and develop strategies for system performance improvement.Review with Customer Service Manager to ensure Subject Matter Expertise guidance to Idemia Help Desk in order to improve issue tracking and closure for reported customer service tickets. Ensure Customer Service Manager is providing and coordinating training activities with the Help Desk team. Ensure the establishment of scripts for Help Desk interaction with the end users Help Desk in order to assist in issue resolution, and/or improved information gathering regarding reported issues.Monitor and track field service team adherence to maintaining customer badge (PIV) activation in accordance with contract requirements. Provide guidance on process to minimize expenses associated with this activity. Qualifications: Must have a Bachelors degree from an accredited college or university, with a minimum of seven years experience in a project management preferably in federal government contracting or the IT field.Must have strong program management skills and experience in managing cross-functional teams, developing project deliverables, tracking program status, evaluating operational performance, and performing risk assessments.Must have excellent organizational and time management skills; must be able to prioritize workload in a dynamic work environment.Must have excellent verbal and written communication skills, as well as negotiation and conflict management skills.Must have excellent interpersonal skills; must be able to work cooperatively and interact effectively with both customers and company personnel.Must have strong computer skills (MS Office)Must be professional and behave ethicallyPrevious experience in the homeland security, defense, airspace industry a plusPrevious experience with fingerprint and/or biometric technology a plusMust be available to travel (~25%)Must be have current eQIP Background Investigation (BI)