We are GDIT. The people supporting and securing some of the most complex government defense and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that's important.
GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. And our work depends on a Service Delivery Manager (SDM) joining our team to support our Intel Customeractivities in Arnold MO.
The Service Delivery Manager (SDM) position is responsible for managing and maintaining high availability and uptime in addition to requirements capture activities for a Federal agency's IT systems and services. The ITEMS DCS SDM Department is comprised of a team of SDMs whose primary responsibility is to serve as the "day-to-day" face of ITEMS DCS O&S to a wide variety of customer activities and the PMO; assuring a seamless service offering from ITEMS DCS O&S in accordance with our contracts. Service Delivery Managers are essentially project managers and are assigned approximately 30 activities/projects with full responsibility for ensuring their projects are running satisfactorily. This individual will interface with all the engineering and operations service lanes and task multiple groups/people daily.
Job Responsibilities Overview
Service Delivery ensures the effective and efficient use of IT, enabling an activity to achieve its goals. SDM's coordinate/communicate daily with their assigned activities to ensure the effective evaluation, selection, prioritization, and funding of key IT components in order to provide excellent service delivery. Part of this focus area includes providing capacity reports to each Program of Record (PoR) which provides a full understanding of the customer's IT footprint and the amount of resources that they consume. This provides the customer the tools to focus on shrinking or growing their resources to align with their mission. SDM's leverage Tableau visualizations and SharePoint to keep this information organized in the form of an Activity Wiki Page which allows anyone the opportunity to fully understand the makeup of each supported activity.
SDM's engage their supported activities on a monthly basis by using customer satisfaction surveys which ask a series of questions that focus on a myriad of IT support focused questions. The role of the SDM is to evaluate the customer provided responses and assess where improvements/enhancements can be implemented to ensure that the customer's mission is supported and services are aligned with the Catalog of Services (CoS). Customers are asked to score each question on a 1-5 Scale, one (1) being the lowest score and five (5) being the highest. Monthly metrics are provided to the GPMO to help them fully understand the customer's satisfaction with our overall IT support.
SDM's facilitate numerous technical exchange meetings (TEM's) in support of the customer. The focus of these meeting include incident resolution, root cause analysis, requirements gathering, verification & validation of resources and coordination of upcoming routine maintenance and authorized outages.
Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
ITIL Foundation preferred.
8-10 years of related experience, including supervisory experience.
Must demonstrate familiarity (technical and performance requirements) with existing customer IT systems and segments
Experience with verification and validation activities and DR resolution
Understands the "why" behind the customer needs and can clearly articulate it to others
Highly organized with the ability to strategically think about operational needs and opportunities, while always taking a customer and partner-centric approach
Ability to inspire and work collaboratively with individuals of highly diverse cultures in a global and virtual environment and effectively communicate technical issues in a non-technical manner
Excellent troubleshooting and problem-solving skills involving large, complex systems
Possess strong analytical, organizational, and decision-making skills
Excellent verbal and written communication skills
Skilled in working with Federal customers in highly classified areas
Microsoft Office Products (Excel, PowerPoint, Project, Word)
Remedy (Service Request and Analytics modules)
Project Management experience
Requirements Management experience
" 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.