HPC Service Delivery Manager

GDIT is seeking an experienced High Performance Computing (HPC) Service Delivery Manager to lead and support the scientific community for our customer with the National Institute of Allergy and Infectious Diseases (NIAID). 

Our Cyber Infrastructure Support Services (CISS) Team provides comprehensive infrastructure, application, cybersecurity, and end-user support for enterprise and scientific community customers at NIAID. Our Scientific IT team is responsible for enabling High Performance Computing and its associated infrastructure, scientific applications and instrumentation, and end-user support to NIAID’s intramural research community. This team serves as a customer-facing presence for the NIAID research community, providing a single point of support for new initiatives, ongoing projects, and scientific IT support needs. In this role, you will lead a team of administrators, engineers and support staff providing services to a scientific user community of approximately 4500. 

In addition to IT operations, you will be responsible for developing and implementing customer support policies and procedures with a focus on metrics driven execution to ensure that services are delivered to our client on time and efficiently. You must be able to simultaneously manage various duties and obligations such as project and team management to ensure customer satisfaction while enhancing the caliber of services delivered.

** PLEASE NOTE: This position is primarily remote, but you must reside within commuting distance to the client site in Rockville, MD and be able to be onsite as required to meet contractual obligations and project needs.

Responsibilities and Duties:

• Provides day to day team management and oversight of project execution and service delivery for scientific IT infrastructure and O&M teams
• Accountable for development and delivery of scientific IT associated services and capabilities
• Ensures service delivery alignment with program and customer priorities and provides ongoing visibility into project and service delivery statuses
• Collaborates with internal and external resources to identify new service/capability needs and resources required for implementation and execution
• Provides transparent communications on project timelines, resource requirements, risk management, and status reporting across all organizational and technical boundaries
• Collaborate closely with our enterprise service delivery counterpart to ensure priorities and resources across the broader organization of more than 100 staff are aligned with customer expectations
• Supports GDIT business growth through collaboration with program leadership and growth professionals enabling opportunity identification and pursuit

Required Qualifications and Duties:

• BS/BA and 8+ years experience or equivalent in IT related discipline
• 5+ years experience in IT project management, leadership of computational science programs, or development and delivery of professional services in IT or scientific support
• Demonstrated experience leading multidisciplinary teams supporting operations and maintenance of computational science systems and applications
• Experience in multiple IT roles and disciplines such as infrastructure, networking, storage, security, operations and customer support
• Experience developing project management processes, tools, templates and documentation artifacts
• Experience prioritizing and supporting multiple R&D and O&M projects simultaneously while ensuring effective and timely delivery
• Familiarity with Agile Scrum and/or Kanban methodologies
• Comfortable communicating with diverse stakeholders from scientists through senior leadership
• Must be within commuting distance to Rockville, MD
• Must be a US Citizen or Greencard holder

Desired Qualifications and duties:

• Education or experience in life or physical sciences
• Experience leading cross-functional teams including scientists and engineers
• Experience leading teams supporting engineering and administration of computational science infrastructure, including HPC and associated components
• Experience providing IT support for scientific instrumentation installation, configuration, operations, and troubleshooting
• Experience supporting large collections (hundreds) of shared applications, many of which are open source
• Familiarity with genomic analyses tools, workflows and data types
• Understanding of challenges and approaches for large scale scientific data management
• Understanding of general workflows for scientific data generation, analysis, and reporting
• Familiarity with principles and practices of IT Information Library (ITIL) & IT Service Management (ITSM)
• Understanding of the National Institute of Standards and Technology (NIST) cybersecurity framework and Security Assessment and Authorization (SA&A) process

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