Project Management Operations Lead Professional Multiple Cities

Avature; Great Falls Crossing (VA); Remote; USD 132,000 - 199,000; Full time

Job summary

An established industry player is seeking a Helpdesk Operations Manager to lead a dynamic team in delivering exceptional support for ERP systems. This exciting role involves overseeing the operations of a SAP Helpdesk platform, implementing innovative solutions, and driving continuous improvement initiatives. You'll collaborate with diverse stakeholders to enhance processes and ensure top-notch service delivery. Join a forward-thinking organization that values growth, creativity, and the pursuit of excellence in a supportive environment. If you're passionate about technology and ready to make a significant impact, this opportunity is perfect for you.

Benefits

Healthcare benefits

401(k) plan

Paid time off

Training and educational resources

Diverse employee resource groups

Qualifications

• Extensive experience in ERP Helpdesk management and operations.
• Strong project management and customer relationship skills.

Responsibilities

• Oversee day-to-day operations of the SAP Helpdesk platform.
• Implement process improvements and manage a team of Helpdesk resources.

Skills

ERP Helpdesk Management

Customer Relationship Management

Agile Management

Project Management

Process Improvement

Education

High School Diploma/GED

Bachelor's Degree

Tools

SAP

Oracle

Job description

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your role and responsibilities

As the Helpdesk Operations Manager, you will be responsible for overseeing the day-to-day delivery and operations of a SAP Helpdesk platform during Operations & Maintenance. You will manage a team of Helpdesk resources for a federal program. This will include oversight of the O&M team, implementing new solution capabilities, process improvements, testing, defect/issue resolutions and communication with the client. You'll provide industry best practices for ERP Helpdesk processes and procedures, and the enforcement of the overall governance model for Helpdesk operations. You will design both short term and long-term strategies for continuous improvement in supporting operations for our agencies.

• Candidates local to the DMV area will be required to work onsite in the Reston, VA office Monday-Thursday.
• This job can be performed from anywhere in the US

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Extensive experience working as an ERP (SAP, Oracle) Helpdesk Manager providing guidance and support to operations personnel (ideally in support of a Travel & Expense Operations Center, but not required)
• Experience leading large, complex projects, involving multiple customer stakeholders and a distributed, cross-functional team, that includes subcontractors and part-time SMEs
• Advanced experience engaging with client stakeholders and customers to determine appropriate process improvements
• Excellent customer relationship management skills including effective oral and written communications
• Agile management experience (e.g., as project manager, scrum master, system engineer, etc.), with experience developing business case and multi-year strategy improvement roadmaps
• Must have the ability to obtain and maintain a Public Trust security clearance

Preferred technical and professional experience

• Experience managing large scale ERP transformation projects from end-to-end (requirements gathering, deployment, O&M); managing operational processes and systems
• Experience with ERP Shared Services
• At least 7 years of demonstrated experience with project reporting/financial management
• Project Management Professional (PMP) Certification

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

Job Title: Helpdesk Operations Manager

Date posted: 20-Feb-2025

Job ID: 17412

City / Township / Village: No City, Reston

State / Province: Virginia, Maryland, District of Columbia

Country: United States

Work arrangement: Remote

Area of work: Project Management

Employment type: Regular

Contract type: Regular

Projected Minimum Salary per year: 132,000.00

Projected Maximum Salary per year: 199,000.00

Position type: Professional

Some travel may be required based on business demand

Company: (0147) International Business Machines Corporation

Shift: General (daytime)

Is this role a commissionable/sales incentive based position?