IT Services Delivery Manager

Chantilly, Fairfax, Virginia
Sep 05, 2014
Oct 13, 2014
Full Time

Pentagon Federal Credit Union is one of the strongest and safest financial institutions with more than $18 Billion in assets. Established in 1935, PenFed is one of the largest credit unions in the country serving over 1.2 million members.

We have an immediate opening for a Full Time IT Services Delivery Manager in our Chantilly, Virginia office.

The Services Delivery Manager leads an IT technical support team to ensure the delivery of superior IT service to PenFed members and employees.

As the principal IT service liaison and IT customer service advocate the Services Delivery Manager works to ensure that IT services are aligned with evolving business needs, and for overseeing IT service issues for the credit union to ensure IT production service delivery goals are met. He/she continually improves the practices of the Service Desk team to increase availability of IT services and reduce the impact and duration of service-affecting events.

Services Delivery Manager works to ensure that service incidents are evaluated and documented properly, resolved during the first call as frequently as possible, or escalated to the appropriate IT technical support team.

The Services Delivery Manager is responsible for managing and analyzing IT service performance, and for contributing to the ongoing development and refinement of service metrics and reports to help guide improvement of IT service performance at PenFed.

The Services Delivery Manager is responsible for all Service Desk personnel aspects such as hiring, terminating, scheduling, forecasting, productivity management, goal-setting, evaluating, coaching and training. The incumbent provides leadership that reflects integrity, a positive attitude, an earnest work ethic and a commitment to customer service.

The Services Delivery Manager assists in the formulation of annual budget requirements and projections related to the Service Desk department.

Essential Functions:

 Manages the Service Desk team by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed

Coaches the Service Desk team to ensure that all individuals are working issues efficiently and accurately in a team-oriented professional culture

Presents a professional role model for employees; impresses upon staff the need to be self-motivated regards problem-solving, learning and creating their own methods for resolving issues and communicating effectively. Coordinates the development and documentation of best practices associated with these activities.

Promotes excellent customer service, effective response times and provide expert insights into general support issues.

Develops and continually improves the training required of Service Desk employees over time.

Documents, tracks, and monitors problems to ensure resolution in a timely manner.

Ensures documentation of problem resolution and creation of knowledge items

Gathers and analyzes metrics to benchmark the workload and performance of the Service Desk team; and provide related regular reports to management.

Gathers and analyzes metrics to benchmark the service request performance of the IT division; and provide related regular reports to management.

Provides Service Desk incident management reporting based on specified metrics.

Establishes and enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.

Continually improves Service Desk operational procedures; manage escalation procedures to ensure service levels are maintained.

Contributes to the development of asset management procedures and ensure they are followed.

Contributes to development of policies and procedures that determine how problems are identified, received, documented, distributed, and resolved.

Evaluates trends and recommends/modifies processes accordingly to maximize efficiencies.

Creates and manages Service Desk standards, procedures and associated documentation

Writes and administers effective professional evaluations and development plans for employees

Develops, refines, and documents Service Desk policies, processes, procedures and drives their adoption

Maintains a disaster recovery plan for recovering the Service Desk function in the event of a business-disrupting event

On call responsibilities include non-standard work hours and overnight travel.


Bachelor’s degree in IT, computer science or related area or equivalent experience and education in the area of IT technologies and customer service that provide the necessary skills and knowledge to satisfactorily perform the essential job functions

ITIL Service Management Foundation Certification preferred

Demonstrated experience in problem resolution and customer satisfaction.

Demonstrated experience with the management and supervision of employees of varying skill levels.

Demonstrated experience hiring personnel and/or building a small team to large teams

Demonstrated managerial experience in providing technical advice, organizing, planning, directing, and managing staff

Excellent customer service skills

Excellent listening and troubleshooting skills

Excellent oral and written communication skills

Ability to multi-task and prioritize work in an organized and efficient manner with minimal supervision.

Proficiency using and supporting Microsoft Office products

Experience using and managing Helpdesk systems & tools (e.g. ServiceDesk)

Flexibility to work overtime and on weekends in support of special projects and rollouts

Strong working knowledge of PenFed policies, procedures, computing environment and applications

Ability to multitask in a fast-paced environment

Attention to detail

Strong quantitative and analytical skills

Eagerness to learn and adapt to a rapidly changing environment

Sound Individual and collaborative problem-solving skills

Planning and organizing

Possesses in-depth understanding of service level agreements

Ability to understand the business model and contribute to overall growth

Self-motivated, detail-oriented and well-organized

Ability to write technical documentation, create reports, develop and manage metrics is required

General Information

Requires ability to work “off hours” to implement solutions in order to limit impact/exposure to members

Infrequent travel to remote data center locations is required

Requires working after hours to handle on-call responsibilities and respond to SEV 1 problems.


Personnel: Provides direct management of Service Desk staff.

Budget: Responsible for detailing annual budget items.

Business Relationships

Reports to Director of Telecommunications

Works closely with VP of Operations Management, Production Operations Manager, Network Operations Manager, all IT department managers and VPs, and all business unit managers and executives

Interacts with staff, management, and service providers regularly

We can offer you:

• Health, dental, vision and prescription drug coverage
• Medical and dependent care reimbursement accounts (FSA)
• Employer paid short- and long- term disability programs
• Employer paid group term life insurance
• Generous sick and vacation leave accruals
• Immediate eligibility for enrollment in 401(k) thrift savings plan managed and administered by Vanguard; After 6 months of employment we match 100% of the first 4% you contribute
• Tuition assistance program for undergraduate, graduate and certification programs.
• Free parking

You do not need a security clearance but you must pass a credit and criminal background check.

We are proud to be an equal employment opportunity employer: m/f/v/d.