Service Delivery Manager

Clearance Level
Information Systems Management
Falls Church, Virginia

REQ#: RQ68555 Service Delivery Manager (Open)

Travel Required: 25-50%
Public Trust: None
Requisition Type: Pipeline
Job Description

We are seeking a Sr. IT Ops Manager/Service Delivery Manager for a large program supporting the U.S. Customs and Border Protection. This position will require 50% travel within the US.

Key Responsibilities

  • Monitor performance of all services to ensure the highest level of customer satisfaction
  • Responsible for delivering high service performance, capturing and acting on customer feedback and continuously improving processes.
  • Monitor Service Level Agreements and remediate issues
  • Manage contractor employees and take action to remediate performance issues.
  • Build and manage customer relationships.
  • Develop, monitor, and improve delivery processes.
  • Ensure operations teams are aligned with organizational priorities.
  • Monitors customer satisfaction and project performance.
  • Champions service improvement projects
  • Applies best practices in project management and delivery efforts.
  • Monitors and evaluates employee performance; develops employee skills through training and OJT

Required Skills / Experience

  • Minimum a Bachelors Degree or 20 years of experience
  • Candidate must have an ITIL Intermediate certification, Cloud security certification, and be a Certified Information Systems Security Professional (CISSP)
  • 15 years of experience managing IT infrastructure programs of increasing complexity
  • Experience within Managed Services and IT outsourcing.
  • Experience in Service Strategy, Design, Transition, Operation, and Continual Service Improvement
  • Demonstrated experience leading a technical team in the successful execution of activities outlined above
  • Commercial Cloud Certification (AWS or Azure)
  • Must be a U.S. Citizen.

Desired Skills / Experience

  • Masters Degree
  • PMP  Certification

#GDIT Priority

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.