Workable
Service Infrastructure Service Delivery Manager
Ensure consistent, reliable, and efficient IT delivery service within a technical domain
Ensure consistent, high-quality service and drive continuous improvement through standardizing management practices, measuring team efficiency, and fostering ongoing team development
Act as the primary point of contact for leadership regarding performance of IT service delivery quality within a technical domain in design, transition, deployment, and operational support
Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain
Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs
Foster a culture of continuous improvement and knowledge sharing within the team
Ensure the team has the necessary skills and resources to deliver excellent service
Oversee the resolution of major incidents and problems impacting service delivery
Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions
Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases
Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business
Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness
Provide regular reports on IT service performance to senior management and business stakeholders
Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs
Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs
Be aware of the financial health of assigned projects, including budget management, forecasting, and variance analysis
Oversee and actively participate in operations maintenance and sustainment activities
Optimize the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs
Other duties as assigned
Requirements
Education/Training:
Bachelor’s Degree in relevant engineering or science discipline required
Master’s Degree preferred
Must have, or obtain within 6 months of start date, current DoD 8570 or 8410 compliant certifications (i.e. Security+)
ITIL v4 Foundation Certification preferred
PMP, or PMI certification preferred
AWS Cloud Practitioner or Azure Fundamentals (AZ 900) preferred
Experience:
10+ years of professional experience in the required task area
5+ years of professional experience as an IT Service Delivery Manager or similar role
1+ years of professional experience working in a management or leadership role
Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments
In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
Experience with service management tools (e.g., ServiceNow, BMC Remedy)
Experience with and exposure to technology services within the Service Infrastructure domain, to include:
o Linux and Windows Servers
o Server Virtualization
o Cloud Infrastructure
o Storage Infrastructure
o DevOps and Automation
o Management and Orchestration Tooling
o Identity, Credentials, and Access Management
Security:
Must be a US citizen
Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI
Candidates with active current TS/SCI preferred
Physical Requirements:
Able to occasionally reach with hands and arms
Prolonged periods of computer screen use, while sitting or standing at a desk
Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
Able to safely lift and carry up to 20 pounds at a time
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Wellness Resources
Salary: $150,000.00 - 180,000.00
Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.
Colorado Springs, CO, USA
$150,000-180,000/year
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