Encompass (IT) Security Services is a full services technology service provider located in Bowie, MD. Our services range from enterprise planning and implementation to Cyber Security. Our clients include federal, state and local governments, non-profits and other corporate entities.

Encompass offers very competitive compensation packages which includes:

• Medical 
• Vision
• Dental
• Life
• Short-Term Disability
• Long-Term Disability
• 401K - 4% match with immediate vesting
• Direct Deposit
• Educational/Training/Certification Reimbursement
• Professional Membership Fee Reimbursement

The Manager is responsible for the contract delivery as directed by the Senior Contract Manager,  achieving great service delivery, compliance and operational efficiency through best practice, innovation, strong people management and positive client engagement. The Manager will develop and lead the teams to exceed expectations at an operational level, by ensuring a high and consistent service is delivered, by providing innovative added value solutions, and maintaining strong relationships at all levels. The position holder will enjoy leading from the front and drive performance through multiple teams in addition to being hands on with the ability to inspire others.

•    The Manager will be required to quickly grasp the complexities of each area of service delivery gaining a good understanding of individual customer/ agency requirements in order to meet and exceed client expectations whilst seeing the bigger picture.
•    Reporting directly to the Senior Contract Manager you will be responsible for the management of various portfolios.
•    To advertise team vacancies, interview and help vet successful candidates in a timely manner to ensure the smooth growth and transitions within the teams.  
•    Ensure appropriate training is delivered to teams / individual staff in accordance with their position & identified training & development needs. Drive and develop the team in relation to their experience to help continual improvement.
•    To ensure new starters to the team have received a complete induction and develop and manage probationer and annual training programs for all employees, conduct performance monitoring including scenario testing.
•     To positively participate in the staff welfare & development and carry out regular reviews of individual/ team welfare matters so that expectations are being managed and addressed.
•    Manage the performance of the team including carrying out team meetings, individual counselling meetings, conducting investigations and reporting on discipline and performance matters
•    To manage, motivate and develop the on-site team to achieve the best possible performance and levels of service.
•    Being visible and accessible to the teams to ensure great communication with all team members.
•    Ownership of all SLAs, PWS'S and deliverables within the assigned portfolios.
•    Ensure accurate records are maintained of all equipment including alarm systems, monitoring and report any defects to maintenance contractor and the Senior Contract Manager on a daily shift basis to ensure appropriate and timely response and repair of equipment.
•     Oversee the rostering of staff and ensuring the site is manned to contractual specifications 3 months in advance, including the company absence management process.
•     Attend weekly/monthly and ad-hoc management meetings.
•    Ensure that all team members are aware, have read and understood, the current AI’s and post instructions. Ensure that the assignment instructions are fully up to date and documents signed off by the team members
•    Ensure the regular testing of all Security and Health & Safety equipment as required
•    Ensure that all documentation including contracts, PO, BOL, intake forms, registration, training, compliance, key logs, security, and much more are up to date and accurate records kept
•    Ensure that all team members are aware, have read and understood, the current AI’s and post instructions. Ensure that the assignment instructions are fully up to date and documents signed off by the team members
•    To adopt a flexible approach to your working pattern to ensure client, team and company requirements are met.
•    To be conversant with all life safety systems, and assist in responding to all emergencies promptly as illustrated in the Assignment Instructions and Emergency Preparedness & Response Plan
•    Design, introduce and implement new service initiatives to meet your customers’ changing needs. Build relationships with the service partners and operational support teams to ensure enhanced customer response and resolution to all aspects of service
•    Maintaining a high degree of personal contact and visibility, at all levels to resolve issues quickly and efficiently
•    Analyze, design, optimize end to end logistic operation
•    Monitor and expedite product fulfillment plan by supplier, ensure accurate delivery 
•    Monitor warehouse operation from goods received, processing, and delivery; Lead troubleshoot, ensure resolution in most optimum manner
•    Work with warehouse operator to improve operation, reach optimum productivity
•    Source, coordinate, and monitor third party logistic partner, such as warehouse operator and last mile logistic
•    Lead a team of warehouse and expedition supervisor

•    You will have at substantial (10 +years) of IT experience including several years of end user computing experience in a large enterprise, complex, high transaction, high availability IT environment;
•    Demonstrated experience in managing multiple sub-contractors and in a demanding customer multi-vendor outsourced environment;
•    Proven track record managing customer escalations and internal challenges;
•    Have a collaborative approach using a consultative, influencing style that promotes continuous improvement;
•    Exceptional communication skills, and can present in a face to face and virtual environment; and
•    A management or related qualification will be essential and certifications in ITIL and Project Management are highly desirable.

•    Have extensive experience of service delivery within a demanding corporate environment.
•    Possess excellent communication skills to include the ability to compile detailed reports and security practices.
•    Be IT literate with the ability to work competently in multiple system applications.
•    Have excellent administrative skills & attention to details.
•    Be proactive with excellent time management and task prioritization skills.
•    Have proven leadership and team development experience. 
•    Min. 3 year experience in managing part of supply chain operation
•    Bachelor degree from relevant fields in engineering, economy, or management
•    Willing to work > 30% mobile-on the ground
•    If you have > 8 years or experienced in setting up supply chain operation in a considerable scale of operation, we might consider you as VP of Operations
•    If you have < 3 years and interested in the overall process, we might consider you as Service Delivery Associate (focus in design)

All your information will be kept confidential according to EEO guidelines.

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