The Service Delivery Manager (SDM) will manage all service delivery-related processes and the delivery of projects. The SDM will be the service owner for all end user and customer-facing IT services and solutions and will ensure end-to-end delivery of services. The SDM will be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience.
The SDM will be responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction. The SDM is responsible for overall coordination, status reporting, and stability of project oriented work efforts. The SDM establishes and implements project management processes and methodologies for the IT community to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations.
Responsibilities and Duties:
Manage daily operations of 24/7 IT Service Desk and desk side support CONUS and OCONUS.
Monitor and manage incident and request tickets for content, proper routing, first call resolution, problem detection, and timely closure.
Identify, recommend and implement approved automation, artificial intelligence and tier 0 capabilities
Ensure all operational processes and procedures are clearly documented and maintained.
Participate in change management and disaster recovery processes.
Manage and communicate high severity issues through resolution, providing accurate and timely status reports to management.
Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators
Provide leadership for the team to identify and implement opportunities for service enhancements
Meet with clients to gain feedback on team performance and take action to address gaps, if any.
Mitigate risks, controls costs and schedule variance, and effectively manages large scale, integrated projects.
Meet budgetary objectives and make adjustments to project constraints based on financial analysis
Work with the team to develop comprehensive project plans to be shared with clients as well as other staff members
Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework.
Manage and oversee subcontractors, as well as full time employees. Direct the work of employees assigned to the program from technical and administrative areas.
Assemble project plans and teamwork assignments, directing and monitoring work efforts on a daily basis, identifying resource needs, performing quality reviews; and escalating functional, quality, cost, timeline risks and issues appropriately.
Track key project milestones and adjust project plans and/or resources to meet the needs of customers.
Coordinate communication with all areas of the enterprise that impact scope, budget, risk and resources of the work effort being managed.
Manage human resources and staffing functions to ensure project performance is exemplary (e.g., hiring, performance management).
Serve as the service owner for all end user and customer facing IT Services
A minimum of five years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery with a large number of locations (500+ CONUS and OCONUS desired)
Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract with a large number of locations (500+ CONUS and OCONUS desired)
Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.
Certified ITIL 4 Managing Professional or Strategic Leader
Recent experience implementing, managing, and modernizing successful self-help/self-heal services.
Help Desk Institute Support Center Manager (HDI-SCM) Certification.
Active Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certification.
Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
Recent experience with developing and managing a customer-focused continuous improvement program.
Up to 25% travel may be required
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.