USSF OTTI Lead Service Delivery Manager

Join General Dynamics IT and be a part of a team that solve some of the world's most complex technical challenges. We are seeking a Lead Service Delivery Manager to build infrastructure for the USSF Operational Test and Training Infrastructure (OTTI) in Colorado Springs, CO.

NOTE: This is a proposal position and considered a Key Personnel (KP) role on the program. Award is expected in Summer 2026.

Position Summary: 

The Lead Service Delivery Manager for USSF OTTI serves as the senior operational leader responsible for day-to-day service delivery, operational sustainment, and performance management of the Operational Test and Training Infrastructure enterprise services environment. This role ensures OTTI platform, infrastructure, and support services are delivered reliably, securely, and in accordance with mission, SLA, and operational readiness requirements across distributed U.S. Space Force test and training environments. 

The Lead Service Delivery Manager oversees operational processes, support teams, ITSM/service management functions, and sustainment execution to ensure high availability and mission responsiveness of OTTI capabilities. 

Key Responsibilities: 

Service Delivery & Operations Management:

• Lead day-to-day delivery of OTTI operational and enterprise support services across all environments.  
• Ensure availability, reliability, and performance of OTTI platforms, infrastructure, and support services.  
• Manage operational support teams responsible for Tier 0 –3 support, sustainment, and maintenance activities.  
• Oversee execution of incident, problem, change, release, and configuration management processes.  

IT Service Management / Process Governance: 

• Establish and maintain ITSM processes aligned with ITIL/industry best practices.  
• Define and monitor service-level agreements (SLAs), KPIs, and operational performance metrics.  
• Ensure disciplined operational governance and continuous service improvement.  

Customer / Stakeholder Coordination: 

• Serve as primary operational interface to Government stakeholders for service delivery and sustainment matters.  
• Coordinate outage notifications, maintenance windows, service reviews, and operational readiness reporting.  
• Manage stakeholder expectations regarding support priorities and service performance.  

Operational Readiness / Sustainment Planning: 

• Develop sustainment strategies and operational support models for OTTI capabilities.  
• Plan and coordinate maintenance, patching, upgrades, and service transitions into operations.  
• Ensure operational readiness of distributed OTTI environments supporting test and training events. 

Risk / Issue Management: 

• Lead operational issue resolution and escalation management.  
• Conduct root cause analysis and corrective action planning for service disruptions.  
• Manage operational risk register for sustainment and support activities.  

Team Leadership: 

• Lead service delivery, NOC/SOC, operations, and sustainment personnel.  
• Mentor service delivery managers, operations leads, and support staff.  
• Foster a culture of accountability, responsiveness, and mission support excellence.  

Required Qualifications: 

• Bachelor’s degree in Information Technology, Engineering, Business, or related field (Master’s preferred).  
• 10+ years of IT operations / service delivery / sustainment experience.  
• 5+ years leading enterprise service delivery or operations support organizations.  
• Demonstrated experience managing large-scale IT/platform operational environments.  
• Experience implementing ITSM/ITIL service management practices.  
• Experience managing operational performance metrics/SLAs/KPIs.  
• Active Top Secret clearance with SCI eligibility  

Desired Qualifications 

• Experience supporting USSF, SSC, STARCOM, SpOC, or related DoD/IC organizations.  

• Experience supporting:  
  • Cloud / Hybrid Infrastructure Operations  
  • Platform Engineering / DevSecOps Sustainment  
  • Distributed / Edge / Tactical Infrastructure  
  • Mission-Critical / 24x7 Operational Environments  
  • Synthetic Training / Test / Simulation Platforms  
  • Relevant certifications preferred:  
  • ITIL v4 Managing Professional / Expert  
  • PMP / PgMP  
  • ServiceNow / ITSM Tool Certifications  

Key Success Attributes:

• Strong operational leadership and service management discipline  
• Customer-focused with mission-oriented responsiveness  
• Ability to manage complex distributed support organizations  
• Strong process governance and continuous improvement mindset  
• Excellent communication and stakeholder management skills 

 WHAT CAN GDIT OFFER YOU?

• Excellent customizable health benefits (Medical, Dental and Vision)
• 401K with company match
• Educational Assistance and eLearning
• Flexible work week
• Internal mobility team dedicated to employee advancement
• Rewards and Recognition programs
• Innovative and collaborative environment encouraging of highly motivated critical thinking