IT Service Delivery Manager - Military veterans preferred



  full-time   employee

District of Columbia
United States


The IT Service Delivery Manager is a senior individual in the Service Delivery Management team and takes responsibility for the delivery of services to one or more of PBGC ITIOSS services. The services includes end user services, Data center operation, Voice and Video, Security, engineering and tools and processes.

Primary Responsibilities:

·        Establish excellent working relationships with the client representatives. They maintain a coherent strategy for dealing with service delivery across the program.

·        Ensure that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client.

·        Take accountability for management escalations and lead the technical managers through to a resolution that is satisfactory for the client

·        Promote a culture of service management excellence and continuous improvements.

·        Develop deep understanding of the customer’s business needs and technology strategy and advise in improving delivery approach

·        Address and resolve problems and issues escalation

·        Build effective working relationships with other technical teams and promote efficiency in delivery


Required Education and Experience:

Proven successful work experience, 8+ years' supporting IT infrastructure and services delivery in a large, high volume multi-client environment supporting several remote locations.

Must have experience managing operation team performance using Service Level Agreements (SLA)

Excellent problem-solving skills and ability to analyze, identify and direct resolution of technical, administrative and process issues

Detailed understanding of project management and system development life cycle.

Must be Able to collaborate and build effective working partnerships across the program

Excellent interpersonal and communication skills, high Emotional quotient

Must be innovative in approach with ability to simplify and clarify complex technical requirements into a client value proposition

Detailed-oriented, great analytical skills, and focused on high levels of data accuracy

High ability to learn and adapt quickly.

A bachelor’s degree in a related field, such as information technology, computer science, or management information systems

Desired Qualifications