Conduent Infrastructure Program/Account Manager in Carrollton, Texas

Infrastructure Program/Account Manager

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .

POSITION DESCRIPTION: Infrastructure Program/Account Manager

Conduent understands the importance of strong Relationship Management. Our IT Program Managers will always roll up their sleeves and do whatever it takes to get the job done and continually improve the relationship with our clients and our employees. As the IT Program Manager, you will be responsible for customer satisfaction, employee satisfaction, contract compliance, and financial management. To maintain Conduent’s dominance in Local Governments Solutions, we believe in hiring only the best. If you believe you are first and foremost a great Relationship Manager, join or team.

Summary:

The Infrastructure Program/Account Manager directs on-site staff members that may include Application Services, End User Services, Infrastructure Services, and Web Services. This position requires five to ten years of management experience in an Information Technology environment supporting at least 500 end-users. Candidates must possess excellent relationship management skills, communication skills, and strong technology experience in various environments are a must. Experience should include Information Technology disciplines such as software application support, network and computer operations, based around the ITIL framework, and project management.

Technical Responsibilities:

  • Provide ongoing leadership and technical management support of Information Technology approved network and computer operations, software applications, and projects.

  • Manage team to meet IT services requirements and deliverables as agreed to with client .

  • Manage Infrastructure and Operations services.

  • On-site consultant to client’s Information Technology department.

  • Drive innovation and recommend solutions for efficient delivery of Client services.

  • Assist other Conduent and client IT Management staff in the development of standard Information Technology policy.

  • Review client change or enhancement requests with staff members.

  • Assist clients with prioritization of work requests and projects, resource allocations, and communicating impacts to schedules and costs when exceptions occur. Mitigate risks and resolve issues.

  • Provide guidance and ensure knowledge transfer across staff members relative to on-site support.

  • Assist in the development of Service Level Agreements.

  • Work diligently towards achieving Service Level Agreements for contracted services.

  • Develop and document repeatable processes aligned with industry best practices.

  • Oversee and ensure quality and schedule adherence, compliance with contract terms and conditions and is approved/coordinated.

  • Work with the client to define business drivers, define beneficial objectives for success.

  • Able to apply disciplined approaches to coordinate internal and external management.

  • Oversees project closeout activities, including collecting lessons learned.

Customer Relationship:

  • Establish and maintain some solid relationships with all of the key stakeholders.

  • Meet with key stakeholders , at minimum, on a weekly basis to ensure effective lines of communication are maintained to provide status updates, issues, prioritization.

  • Provide timely status reports that maintain service level agreement for delivery of quality service.

  • Provide up-to-date information to stakeholders in response to specific inquiries.

  • Develop follow-up methodology for commitments prior to requested date.

  • Provide advance notification to Conduent management regarding potential issues before they occur.

  • Listen to and understand customer expectations and concerns, and assure projects are being executed effectively.

Financial:

  • Responsible for monitoring account financials, including overall P&L, revenue, expenses, accounts receivable, and accounts payable. Responsible for achieving financial objectives through annual budget preparation, quarterly reforecasts, month end close activities, weekly forecast updates, analyzing variances, and implementing corrective actions.

  • Responsible for managing account employees, including recruiting, selection, training, planning compensation strategy, and enforcing company policies and procedures.

Communication:

  • Facilitate two-way communication with staff members, Stakeholders and Conduent management.

  • Conduct staff meetings on weekly basis. Develop, create, and communicate status, using various reports.

  • Provide a mentoring environment for staff members to allow professional and personal growth.

  • Integrate management and technical activities across entire team to ensure consistency.

Personnel:

  • Conduct performance planning for staff members on regular basis to manage employees’ expectations of work performed.

  • Perform on-time formal performance evaluations, assessments, and merit reviews for staff members.

  • Develop professional development education plans for staff members that address job performance as well as professional growth. Coach and direct training and mentoring of staff.

  • Ensure staff members’ vacations do not impact service level agreements.

  • Provide leadership and direction to personnel performing complex tasks or who are managing key sub-projects.

  • Interface effectively with task and functional leaders, subcontractors, and support personnel.

  • Plan, implement, and maintain organization structure. Primary for selection and recruiting of team members.

Development Path:

  • Assist Stakeholder IT Management with optimizing annual technology spend and provide sensible recommendations for future projects.

  • Collaborate and partner closely with Application Services, Infrastructure Services, Web Services, End User Services, and Project Management Office teams as applicable. Focus on improvement and enhancement of service levels and necessary processes to improve service desk support, incident management, problem management, configuration management, and release management.

  • Develop strategies to advance service delivery by improving service level management, capacity management, continuity management, availability management and financial management.

  • Evaluate effectiveness of organization, and make changes when necessary.

Requirements:

  • In-depth nowledge of overall Information Technology management of software application evaluation, development, implementation, testing, and production support using ITIL framework.

  • Experience leading and executing infrastructure and hosting implementation and support.

  • Experience managing and implementing systems and infrastructure security.

  • Working knowledge of Information Technology concepts. Must have familiarity with various operating systems and industry-accepted standards, client/server application computing environment.

  • Previous professional workplace experience in project management implementing IT projects.

  • Must have a proven track record in Relationship Management.

  • Must have a minimum of five years’ experience in IT management; including managing and motivating technical personnel.

  • Ability to work after hours and/or on weekends or holidays.

Education:

Bachelor's degree in related field, preferably in Information Technology or Computer Science along with five years’ experience leading and managing an Information Technology department or a minimum of 10 years of other related experience.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Service Delivery Management

Primary Location United States-TX-Carrollton

Organization Public Sector

Unposting Date Ongoing

Req ID: 18005988