Command and Control Senior Manager

The C3 Senior Manager is responsible for the day-to-day management and operations of the Command-and-Control Centre (C3). The C3 acts as the single point of contact for Client interaction and the resolution of service activities in support of Client requests. Support activities for service may be Client generated, auto generated, or via internal workflow. C3 Management is accountable to ensuring that all processes, policies, and procedures of operations are fully compliant with the standards of ISO 20000, ITIL v3, and ISO 27001/2. The purpose of this role is to provide the organization with a single point of accountability for the delivery of service excellence. The individual assigned to this post must provide the oversight and leadership necessary to elevate C3 as a business function to operate above the ninetieth (90th) percentile when measured against industry leaders. This includes staff optimization (increase output and reduce cost), continuous service improvement, reduction - formal acceptance - or mitigation of risk, and to develop a culture of knowledge sharing in support of service excellence.