Operations Manager

Introduction
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 a Customer Support Manager, you will be responsible for delivery and overseeing the day-to-day operations of a Federal Travel & Expense platform during Operations & Maintenance. You will direct all aspects of Operations for federal agencies on the program. This will include oversight of implementation, testing and our Operations & Maintenance support team, aligning to industry best practices for Travel & Expense processes and procedures, and the enforcement of the overall governance model for Travel & Expense operations. You will design both short term and long-term strategies for continuous improvement in supporting operations for our agencies.

Required Technical and Professional Expertise

• Extensive experience working as a Customer Support Operations leader providing guidance and support to operations personnel (ideally in support of a Travel & Expense Operations Center)
• 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
• Candidates local to the DMV area will be required to work onsite in the Reston, VA office Monday-Thursday.

Preferred Technical and Professional Expertise

• Experience managing large scale Travel & Expense transformation projects from end-to-end (requirements gathering, deployment, O&M); managing operational processes and systems
• Experience with Travel & Expense Shared Services
• Prior experience working as a leader in support of a Travel & Expense Operations Center
• Strong Federal Travel & Expense transformation expertise
• At least 7 years of demonstrated experience with project reporting/financial management
• Project Management Professional (PMP) Certification