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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 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 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

* Strong Federal expertise

* At least 7 years of demonstrated experience with project reporting/financial management

* Project Management Professional (PMP) Certification

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.