Mantech

ManTech seeks a motivated, career and customer-oriented Service Delivery Manager to join our team in Annapolis Junction, Maryland. The Service Delivery Manager is responsible for providing the strategic direction, prioritization of resources, and overseeing day-to-day activities for the development, implementation, maintenance, and operation of a flexible and robust secure Information Technology Infrastructure (ITI), leveraging IT Efficiencies (Virtual Desktop Infrastructure and Cloud Computing) in support of the Government customer.

Responsibilities include but are not limited to:

• Oversee daily operations for a worldwide IT operations support contract, and participate in STO, Proposal, and Project productions, and provide feedback to PMO teams.

• Manage and maintain the IT service management framework encompassing service fulfillment, incident, problem, requested item ticket execution.

• Responsible for the delivery of services within the SLAs and KPIs across 6 different geographically dispersed regions.

• Analyze all data to ensure the service level agreements and performance standards are maintained and customer requirements are consistently met, use SLA metrics and client survey data to identify trends, anticipate problems, perform root cause analysis and work with members across the IT teams to implement preventative measures to ensure a best in class level of customer support services.

• Enforce and improve the operational systems, processes and policies used to deliver services to the customer specifically Incident, and order fulfillment.

• Develop and document standards, policies, procedures and key performance metrics that support the continued improvement of IT services, develop resource strategies to include staff size, location, and skill set, make tool / automation recommendation as necessary, ensuring operational and support processes are working as expected to meet the client service objectives.

• Conduct regular operational status meetings; reviews SLA metrics, planned outages, and status of any ongoing incidents.

• Complete travel as required to ensure successful service delivery.

• Responsible for staffing capacity planning, analyze staff performance metrics, and adjust staff size and skill mix accordingly to achieve SLAs and maintain budget objectives

Minimum Qualifications:

• 7+ years of experience in Service Design and Engineering

• Demonstrated service management knowledge in key ITSM processes including incident management, problem management, change management, service level management and knowledge management

• Experience in a technical management role with an understanding of IT equipment and service life as well as planning and implementation of equipment replacement

• Highly developed oral and written communication and presentation skills with the ability to convey technical and business concepts to various audiences, ability to handle complex customer situations and interact with all levels of personnel to provide a quick and effective resolution.

• Strong resource management with the ability to manage teams, personnel and customers’ needs

• Experience effectively managing and satisfying small- and large-scale projects of a technical nature.

• Ability to build service resolution teams to react quickly to high priority incidents during the installation process to avoid mission shut down.

Preferred Qualifications:

• Master's degree in Computer Science, Information Systems or other related technical discipline, or Project Management desired

• 3 Years’ experience as a Service Delivery Manager, with some world-wide service delivery experience

• PMP Certification, and ITIL Foundations V3 certification desired

• Experience with large scale enterprise IT contracts.

Clearance Requirements:

• US Citizenship required and an active TS/SCI clearance with poly

Physical Requirements:

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to collaborate with other leaders/teams, use standard office automation equipment, and virtual communication, which may involve delivering presentations.