Service Delivery Manager - Military veterans preferred

ManTech (


  full-time   employee

North Carolina
United States

Where applicable, confirmation that you meet customer requirements for facility access which may include proof of vaccination and/or attestation and testing, unless an accommodation has been approved.

Secure our Nation, Ignite your Future

ManTech is seeking a dynamic, innovative, Service Delivery Manager (SDM) to support business growth and ensure operational success on strategic EPA opportunities. This position is based out of our Raleigh, NC location. 

Responsibilities include but are not limited to:

  • Deliver and own the holistic customer service offerings including COOP/DR activities
  • Ensure that policies and processes are in place to deliver consistent, efficient, and effective services
  • Improve, optimize, standardize, and coordinate within the ITS EPA IV portfolio, and streamline EPA support processes that yield improvements to the OITO and its customers’ experience in a cost-effective manner
  • Lead large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery that reduce the frequency and quantity of human interaction
  • SDM functions will scale to the requirements of the contract as the infrastructure is elevated to meet targets of the IT modernization goals and EPA initiatives to innovate (including integration of new technology service into the ongoing operations) and automate
  • Provide coordination and expertise related to centralized services supporting non-OITO-managed infrastructure (e.g., implementation of MS Systems Center Configuration Manager (SCCM) patches on Region 10 servers).
  • Coordinate and communicate, as situations arise, with other EPA portfolio teams, OEMs, and Regions to manage the health of the EPA’s distributed infrastructure for compliance and remediation verification

Basic Qualifications:

  • A Bachelor's degree
  • Current Project Management Professional certification (PMP) or Program Management Profession (PgMP)
  • An ITIL v4 Managing Professional Certification or an ITIL v3 Expert Certification
  • A minimum of (7) seven years of technical experience managing, maturing, and modernizing IT service delivery for a contract or program of large scale and complexity  
  • Experience implementing SLAs and performance metrics on a contract
  • Experience promoting and implementing the utilization of automation (e.g., AI) to drive continuous improvements in business value and customer experience

Desired Qualifications:

  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions

Clearance Requirements:

  • Must be a US Citizen
  • Able to obtain and maintain agency Suitability

Physical Requirements:

  • Must be able to remain in a stationary position 50% of the time
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
  • The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations
  • Must be able to exchange accurate information in these situations

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.