Service Delivery Manager

2 days left

Springfield, Virginia
Sep 20, 2021
Oct 25, 2021
Full Time

The Service Delivery Manager oversees a number of key functions on the program that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

  • Maintain high performing service support by providing vison and Service Strategy across EMS functions
  • Provide regular and accurate management reporting on IT Service performance
  • Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review
  • Monitor, control and support service delivery, including ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and develop a strong understanding of projects impacting EMS and ensure service impact is minimized and agreed
  • Be accountable for the quality of service and performance
  • Drive internal and third party service review meetings covering performance, service improvements, quality, and processes
  • Lead all operations-related processes
  • Oversee and manage day-to-day operations of technical services under the contract
  • Guide and direct performance of contract personnel to ensure timely delivery to customers removing any obstacles to superior performance
  • Understand and work to provide the services outlined in the performance work statement in accordance with service level agreements
  • Foster an environment of collaborative communication with all internal and external partners including the operations centers and the enterprise service center
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion, in a timely manner
  • Effectively deliver and manage Staff Management, including recruitment, mentoring, training, and target setting and performance assessment
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Engage in supervisory responsibilities
  • Other duties as assigned


Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • Master's degree in financial, management, computer science, communications, engineering, or IT-related disciplines OR
  • 20+ years experience managing complex IT operations
  • Experience:
  • 10+ years previous technical experience, including prior experience managing technical teams
  • 10+ years leading, managing, and overseeing large-scale enterprise operations and support teams
  • 7+ years managing an IT operations center, including Enterprise
  • Experience using enterprise ITSM toolsets, including BMC Remedy or Service+ TS/SCI clearance required

Knowledge, Skills and Abilities:
  • Ability to travel
  • Demonstrated experience in enterprise IT operations with emphasis in NGA or IC managed services is desirable
  • IT Service Management Practitioner Certified is desirable
  • ITIL v4 Intermediate or Expert certification is desirable
  • Foundation level certification in ITILv3 or bridge course; Security+ is desired
  • Ability to work independently and yet be effective within a team setting
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
  • Excellent Microsoft Office skills (Word, Excel, and other applications)
  • Experience working in a home office setting
  • Ability to train end users on frequently asked technical issues
  • Ability to provide technical assistance and support over the phone
  • Good phone skills, professional demeanor, and previous customer service experience strongly desired
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

#Chenega Agile Real Time Solutions, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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