Service Delivery Manager

OverviewCandidates must be residents of DC, MD, or VA.Daily ResponsibilitiesLead the operational execution of all Tier 1–3 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination.Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders.Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams.Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality.Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts.Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed.Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution.RequiredEducation: Bachelor s degree or higher in a related field, or equivalent experience.Certification: ITIL v4Experience:5+ years of experience managing service delivery in a high-availability IT help desk support environment.Proven expertise in coordinating cross-functional technical teams and managing executive support services.Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments.Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials.Clearance: Security/background checkSeniority levelMid-Senior levelEmployment typeFull-timeJob functionManagement and Project ManagementIndustriesBusiness Consulting and Services and IT Services and IT Consulting #J-18808-Ljbffr

Created: 2025-09-17