Service Delivery Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Service Delivery Manager to join us.

Duties and Responsibilities:

• Lead the end-to-end delivery of IT and network services in accordance with Approved Quality Levels (AQLs), ensuring service standards, availability, and performance are met or exceeded.
• Oversee and coordinate cross-functional technical teams (engineering, operations, NOC, cybersecurity) to ensure project and service delivery requirements are fulfilled.
• Manage and prioritize service requests, backlog items, and incident escalations using agile methodologies (e.g., Scrum or Kanban), balancing short-term needs and long-term improvements.
• Serve as the primary point of contact for CBP mission stakeholders (EIOD, NAED, NOD, MCD) and operational interfaces (Service Desk, NOC), ensuring transparency, responsiveness, and mission alignment.
• Maintain regular reporting on service delivery KPIs and SLAs, and proactively address gaps, risks, or systemic issues with collaborative solutions.
• Support both steady-state operations and surge scenarios, including deployments, outages, and high-priority mission shifts, ensuring continuity of service and rapid response coordination.
• Develop and maintain operational playbooks, escalation procedures, and cross-team workflows to ensure consistency, efficiency, and knowledge sharing.
• Track and report on resource utilization, service capacity, and project timelines, informing leadership on bottlenecks and staffing needs.
• Contribute to continuous improvement by analyzing delivery trends, identifying areas for process automation or optimization, and implementing corrective actions.

Qualifications

Education and Years of Experience:

• BS 8-10, MS 6-8, PhD 3-5

Required and Desired Skills/Certifications:

• 3-5+ years of experience managing IT service delivery or infrastructure/network project teams in a federal or enterprise environment
• Strong knowledge of ITIL service lifecycle and agile delivery methodologies
• Proven experience managing SLAs, KPIs, incident escalations, and multi-team coordination
• Excellent communication and stakeholder engagement skills across technical and non-technical audiences
• Proficient with tools such as Jira, ServiceNow, MS Project, Confluence, and Agile dashboards
• Desired Skills / CertificationsITIL v4 Foundation (or higher-level ITIL certification)
• Project Management Professional (PMP) or equivalent project management certification
• Familiarity with federal network operations and security controls (e.g., FISMA, TIC 3.0)
• Experience working directly with CBP or DHS components
• Working knowledge of enterprise networking technologies (e.g., Cisco, SD-WAN, cloud networking)

Clearance Requirements: Successful completion of a government public trust security screening

Additional Requirements:

• Experience supporting 24/7 operations or mission-critical systems
• Exposure to network automation tools (e.g., Ansible, Terraform, NetBox)
• Understanding of service modeling, CMDB, or asset/service relationship mapping
• Prior support for incident response coordination or change control board participation
• Familiarity with CBP-specific platforms, dashboards, or stakeholder protocols

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position

Location: Remote, US

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.