Service Delivery Manager - Hybrid - Local to the area - Military veterans preferred

Candidate must be local to the area and able to work onsite at least two days a week at the Data Center.

Contract requires US CITIZENSHIP.

Transform technology into opportunity as an Information Systems Manager with GDIT, where you'll sustain and enhance the systems that matter most to our clients, be at the forefront of innovation, and play a meaningful part in improving how agencies operate as we provide enterprise IT operations and maintenance (O&M) services for the Department of Homeland Security's (DHS) biometric identity management system (IDENT) and the Office of Biometric Identity Management (OBIM) to store, match, share, and analyze biometric and biographic data in support of DHS's strategic mission. At the most critical moments of change, we're there - bringing the resources, solutions, and expertise to help our clients take on some of the world's biggest challenges - and GDIT is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical national security, law enforcement, immigration and border management, and intelligence missions. With a career in Information Technology at GDIT, youll make the end user's experience your priority and we'll make your career growth ours.

At GDIT, people are our differentiator. As an Information Systems / Service Delivery Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on an experienced Service Delivery Manager (SDM) joining our team and serving under the guidance of our Lead SDM and the O&M Lead/Senior Manager to manage/oversee deployments, manage incident response and provide expeditious resolution to service incidents, ensure client-stakeholder service level agreements and contract service level objectives are met, and support other O&M activities. The ideal SDM projects high energy, possesses a passion for state-of-the-art technology, maintains a calm demeanor and mission-focus in difficult or high-pressure situations, speaks comfortably from a technical perspective with our client, partners, and across the team, and is adept at managing O&M activities (ad hoc) of a multi-disciplinary team of SME-level systems administrators, engineers, analysts, and specialists providing O&M support to the customer and Stakeholder communities across a wide array of technologies.

HOW YOU WILL MAKE AN IMPACT:
• Manages and coordinates efforts of 'task-groups' constituted (ad hoc and temporarily) from program staff/teams and engaged in providing information systems technical support in one or more functional areas
• Manages/oversees system deployments, as assigned
• Manages GDIT incident response and responding GDIT teams/staff and resolution of service incidents, as assigned
• Collaborates with incident management teams (including external to GDIT) toward the resolution of severity events
• Works alongside and across teams (internal and external) to ensure that business and service-level expectations (SLAs, SLOs) are met
• Support the O&M Lead/Senior Manager in targeted efforts improve enterprise reliability, maintainability, availability, and recoverability
• Builds on past success in driving exceptional customer service objectives, methods, and metrics
• Ensures processes, procedures, and documentation are maintained, updated, and executed
• Ensures timely and accurate communications to the field and OBIM customer
• Creatively and continuously improves technology services processes
• Serves as a strong proponent of excellence in customer service
• Ensures consistent use of processes and best practices
• Periodically serves as on-call SDM for nights, weekends, and/or holidays.

WHAT YOU'LL NEED TO SUCCEED
• Education: Bachelor of Arts/Bachelor of Science, preferably in computer engineering, computer science, information systems, or related field of study
• Required Experience: 5+ years of related experience
• Required Technical Skills: experience with large scale, enterprise IT system O&M, monitoring, service delivery, service request management, software and hardware sustainment or modernization, development, testing, and/or deployments
• Security Clearance Level: Public Trust (DHS HQ EOD required to start; must be able to obtain DHS HQ Final Suitability)
• Required Skills and Abilities: ability to understand high-risk, high-impact, large-scale, complex systems; strong communication skills and an ability to articulate complex technical architectures or problems to non-technical audiences
• Preferred Skills: strong, proven experience working within successful service delivery and incident management teams; expertise with large scale, enterprise IT system management and monitoring, service delivery, service desk, software and hardware modernization, development, and/or testing efforts; expertise in infrastructure, networking, database, application and system security, and/or web technologies; ability to identify project risks, perform high level research by talking to team and SMEs (Subject Matter Experts), and develop a mitigation plan; ability to run the project meetings and motivate teams to complete tasks on schedule; certifications - ITIL v3 or v4, Foundation or better
• Location: Hybrid
• U.S. Citizenship Required

GDIT IS YOUR PLACE:
• Full-flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

Work Requirements

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Years of Experience
5 + years of related experience

* may vary based on technical training, certification(s), or degree

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Certification

Travel Required
None

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Citizenship
U.S. Citizenship Required

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.