Workable
Applications Service Delivery Manager
Oversee end-to-end delivery and operational performance of application services supporting DoD missions
Coordinate cross functional teams (App Dev, DB, Platform, Cyber, Network, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services
Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
Lead Service Governance (CAB/CCB/ARB participation) to balance velocity, reliability, and security; maintain decision records and traceability
Define and maintain service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
Own the Service Catalog entries for application services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
Coordinate readiness for new or changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO artifacts, handover)
Forecast demand and plan capacity (computer, storage, licenses, staff) to meet growth and seasonal mission loads
Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
Chair/drive change quality: pre implementation reviews, maintenance windows, freeze periods, and rollback validation
Ensure releases meet readiness gates (approvals, testing, monitoring, comms) and verify post change health
Own P1/P2 Major Incident bridges, communications, and stakeholder updates through resolution
Ensure first response quality (MTTA), restoration (MTTR), user experience impact tracking, and formal post incident reviews
Drive RCA with durable corrective actions; track aging and effectiveness checks
Manage availability targets, error budgets, technical debt, and resiliency patterns (graceful degradation, retries, circuit breakers)
Maintain service continuity, DR plans, and evidence of periodic tests (RTO/RPO attainment)
Align service operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure
Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles
Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements
Manage third party performance to underpin SLAs; negotiate improvements or remediation plans
Validate vendor runbooks, maintenance notifications, and participation in incidents/RCAs
Provide daily/weekly/monthly performance reporting (availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, ticket backlog aging, CSAT/NPS)
Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions
Lead a matrixed team of controllers/analysts/engineers; set objectives, staffing plans, training paths, and on call rotations
Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth
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
Relevant Technical Certifications (Azure Administrator Associate, AWS, etc.) preferred
Experience:
12+ 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
Proven ability to manage budgets, vendor contracts, and executive reporting
Familiarity with application architectures (web tiers, APIs, microservices/containers), observability concepts (APM, logs/metrics/traces), and security controls in IL4/5/6 environments
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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