Mantech

Currently, ManTech is seeking a motivated, career and customer-oriented Engineer to serve as the Engineering Deputy Service Delivery Manager for a program that supports a variety of customer IT requirements with a focus on providing productive and collaborative computer workspace (new or renovated) to support dynamic mission requirements. 

Overview: The Engineering Service Delivery Manager is responsible for overseeing the delivery of engineering services and ensuring the highest level of client satisfaction. This role involves coordinating with engineering teams, managing service delivery processes, and maintaining a focus on continuous improvement and operational excellence.

Responsibilities include, but are not limited to:

• Lead an engineering and design team to deliver IT services/advanced technical solutions to a diverse group of Intelligence Community customers.

• Lead various disciplines of personnel comprised of 40+ resources providing end-to-end engineering services to include devices associated with VOIP, audio visual multi-media, workstations, mobility, information assurance, networks, enterprise tools, and ServiceNow.

• Lead collaboration meetings and work with all key stakeholders to define requirements and deliver a refined solution.

• Develop and measure Performance Analytics to identify opportunities for improvement, remove blockers, manage workload effectively and introduce automation opportunities to drive efficiencies.

• Explore and recommend new enterprise technologies, automations, solutions, and processes to improve availability, management, monitoring, support, patching and scalability.

• Implement technical and process changes in a highly complex infrastructure environment that spans multiple locations.

• Ensure engineering services compliment project delivery; completed on time, within scope and with standards of quality.

• Develop and promote an Engineering team culture of collaboration, and continuous improvement.

• Ability to accurately monitor and report on service delivery performance, identifying areas for improvement and implementing best practices to mitigate or enhance service delivery.

Basic Qualifications:

• Leadership experience in prioritizing, planning, and successfully delivering multiple projects in parallel and in cooperation with a production environment with a large engineering and operations staff.

• Ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.

• Ability to work in a fast-paced environment with tight deadlines.

• Ability to assess customer needs, meet quality standards for services, and evaluate customer satisfaction.

• Demonstrated expertise in oral and written communication and interpersonal skills.

• Experience providing technical leadership to engineering and operational teams.

• Demonstrated experience with development, implementation, and optimization of technology life cycle processes.

• Candidate should have a desired mix of technology, new business proposals, supporting senior management, and technical writing (white papers, point of view documents).

• 5+ years direct knowledge of the customer’s operational environment. 

• Five (5) years’ experience directly related to IT Service Management, Design, and Delivery

• BA/BS and ten (10) years of experience, or a combination of education and work experience equivalent to 14 years.

• Ability to analyze and optimize processes for better efficiency and effectiveness.

• Proven experience managing projects of various complexity in service delivery management or a similar role within an engineering environment.

Preferred Qualifications:

• Experience with ServiceNow ITSM, ITMB, ITAM, ITOM

• Experience with Tableau & Splunk Analytics

• ITIL® v4 Foundation, or higher, certification 

• PMP® or equivalent project management certification

Security Clearance Requirements:

• Active and current TS/SCI with polygraph.

Hours of coverage:

Individual shift may vary, but you will be a member of a team that provides coverage from 6:00 a.m. – 6:00 p.m. 

Physical Requirements:

• Must be able to remain in a stationary position 50%.

• Must be able to move/traverse within and between buildings and offices.

• Must be able to position self to maintain computers, including under the desks and in the server closet.

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 

• Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds. 

• The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information. 

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.