Workable
Networks Service Delivery Manager
Provide end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/Switching, Boundary Security, Platform, Cyber, 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) balancing velocity, reliability, and security; maintaining decision records and traceability
Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover)
Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, 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: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation
Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact
Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration
Drive RCA with durable corrective actions; track aging and verify effectiveness
Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene)
Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment)
Align 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 (circuits, managed services, hardware/software support); drive remediation plans where needed
Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs
Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, 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/engineers/analysts; 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
PMP or PMI certification preferred
Lean Six Sigma Green Belt preferred
AWS Advanced Networking – Specialty (or equivalent) or Azure Network
Engineer Associate (AZ 700) 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 enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints 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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