Organization Delivery/Communications Site Manager IM-2

1 week ago(1/9/2018 1:18 PM)
Requisition ID
Category (Portal Searching)



The Communications Site Manger will also manage all technical staff and employees as part of a very large, complex communications infrastructure.  The Site Manager will be responsible for the overall day to day operations and guidance of the MTS team on-site. 


The Government Solutions Division of Black Box Network Services is an information systems integrator that designs, implements and maintains telecommunications and data solutions for Federal customers worldwide.

Black Box is seeking a qualified Site Manager with extensive experience supporting Telephony, Enterprise Service Monitoring and IT Managed Services programs for the Department of Energy in Albuquerque, NM. The Site Manager manages all technical staff and employees as part of a very large, complex communications infrastructure.  The Site Manager will be responsible for the overall day to day operations and guidance of the MTS team on-site.  The Site Manager reports to the site Program Manager. The Site Manager frequently meets with Customer management personnel, subordinate supervisors, technical and administrative staff, subcontractors, and corporate engineering and network operations personnel. The Site Manager assigns, schedules, and reviews work of subordinates, and communicates policies, procedures, purposes and goals accordingly. Site Manager must understand IT Service Management and Delivery within industry best practices framework such at ITIL.


Duties and Responsibilities:

The Site Manager acts as the primary and accountable point of contact for the customer.  She/he defines, plans, manages and reports on contractual requirements and overall performance of their programs, providing fiscal, operational, administrative, and human resources oversight of the program.

Principle duties and responsibilities include the following.  Other duties may be assigned.

  • Serves as the primary customer point of contact within the organization.  Coordinates with both internal and external customers to ensure all program objectives and expectations are aligned and executable.
  • Works to resolve conflicts among the team, including the external customer; aligns expectations, and develops both short term and long term plans to lead the program to its successful conclusion
  • Ensures program team understands and has appropriate resources to meet and verify all contractual requirements (cost, technical, schedule) to include performance, quality, regulatory compliance, etc., develops the program plan with the team and conducts regular program reviews, both internal and external, to report and track performance to the plan
  • Provides program direction during all phases of the program (proposal, contract negotiation/award, program kickoff, program execution, program close out) to accomplish cost, and schedule objectives and proactively works with the team and customer to address and mitigate the impact of unplanned events (failures, realized risks, material issues, etc.) on the organization and customer.
  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
  • Analyzes and interprets workload data in order to generate personnel staffing plans in support of proposal development activities.
  • Performs writing responsibilities for technical, management, resume, and past performance proposal volumes as necessary.
  • Contributes to the definition, design, and implementation of a Service Performance Management Framework to enable the consistent measurement of team and service effectiveness
  • Creates and reports on performance metrics for service delivery to identify areas requiring improvement
  • Provides input on internal processes to assist with service improvement initiatives Leads the team to ensure all deliverables are delivered on time to the customer
  • Performance of required functions in a manner that is in the meets or exceeds contract performance standards
  • Fulfillment of customer order and trouble response performance standards, and oversight to methods used regarding preventative maintenance, network/system alarms, and customer trouble reports.
  • Ensuring the technical staff is proficiently supporting the primary systems and ancillary components.
  • Ensure the effective and timely responses to Service Requests including New Service Requests, Add/Move/Change Requests, Installation of Analog/Digital Handsets,
  • Repairs/Replacements for defective equipment and Outside Copper and Fiber Cable Plant (OSP)

Manage the delivery, deployment and ongoing support functions for the Enterprise Monitoring Organization on a customer site on a 24x7x365 work schedule


Preferred Qualifications:

  • Project Manager Professional (PMP) Certification. Understanding of risk management.  ITIL Foundation Certification preferred. 
  • Familiarity with Industry and Department of Energy standards, orders and policies and as it relates to Safety and Outside Plant.
  • Experience serving as an Operations Manager over a telecommunications operations contract involving a minimum of 1,000 telephone handsets, multiple PBX or Central Office Voice switches, Network, Enterprise Monitoring and OSP/transport infrastructure.

Required Qualifications:

  • Must possess, or have the ability to obtain, a Q level security clearance
  • Excellent communication skills. Must be able to effectively communicate and interact with all levels of management
  • Excellent knowledge of MS Office; working knowledge of program/project management software such as MS Project is a strong advantage
  • The individual is required to have experience and knowledge of business, contractual, personnel, project, proposal management, and document development functional areas to contribute to the successful development of high quality proposals.


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