Service Delivery & Support Manager

Job Overview

The Service Delivery & Support Manager is responsible for overseeing the delivery of IT services across a cross-functional environment, ensuring that operations meet performance, compliance, and customer satisfaction requirements. This role requires strong leadership to manage service operations, coordinate teams, and implement continual improvements aligned with ITIL and DoD standards. The manager will work closely with program leadership and customers to ensure service excellence and operational effectiveness.

Key Responsibilities

• Manage and deliver IT service operations in a cross-functional environment in alignment with contract requirements.
• Oversee service delivery to ensure compliance with SLAs, KPIs, and performance objectives.
• Lead teams to maintain high-quality service support across enterprise environments.
• Implement and track service operation improvements to enhance efficiency and effectiveness.
• Ensure compliance with ITIL best practices, DoD frameworks, and program requirements.
• Collaborate with stakeholders, including government customers, to resolve escalations and identify process improvements.
• Provide reporting on operational performance, risks, and service delivery outcomes.

What You’ll Need

• Experience managing and delivering IT service operations in a cross-functional environment
• ITIL Certification
• Must obtain at least one certification from IAM Level I or IAT Level I (CompTIA A+, CompTIA Network+, SSCP, CAP, GISF, GSLC, CompTIA Security+)

Set Yourself Apart With

• Experience managing and delivering service operation improvements in functions and processes
• Certified Cloud Security Professional (CCSP)