Service Delivery Manager

ManTech (


  full-time   employee   contract

United States

The IT Service Delivery Manager oversees a number of key functions enabling the Delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage both business and IT Delivery expectations to achieve high standards, including SLAs and KPIs


Service Management

? Maintain high performing service support functions; including IT Service Desk, third party support and mobile service desk and VIP Support.

? Work across the Delivery organization, with your manager peers, to ensure that each organization is delivering to client expectations and performance metrics.

? Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

? As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

? Monitor, control and support service Delivery; ensuring systems, methodologies and procedures are in place and followed

? Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

? Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

? Drive internal and third party service review meetings covering performance, service improvements, quality and processes

Performance & Quality

? Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner

? Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

? Provide regular and accurate management reporting on IT Service performance

? Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

? Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Qualities and Skills required


? 3-5 years of ServiceNow implementation based service Delivery experience required

?Able to demonstrate the ability to undertake the above responsibilities

? Legally able to work in the country in which the position is based

? A passion for Service Improvement

? Experienced Service Management professional

? ITIL Qualified

? Previous experience as a Manager and demonstrable experience in leading virtual teams

? Experience of managing 3rd parties and 3rd party delivered services

? Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

? Expert knowledge of ITIL disciplines, and ITIL credentials

? Excellent leadership and people management skills

? Excellent written and verbal communication skills

? Willingness to support and mentor junior staff

? Excellent customer facing/customer service skills

? Able to work under pressure and meet deadlines

? Able to demonstrate a high degree of flexibility including shift and out of hours working

? Excellent organizational skills

? Able to manage sensitive and sometimes confidential information

? Self-motivation and able to take responsibility

? Able to manage and prioritize tasks and time efficiently

? 3-5 years? experience as Service Delivery Manager


College Degree

Transition experience for Outsourcing/Managed Services

Must be a US Citizen Advertisement


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