Hardware Service Delivery Manager

Hardware Service Delivery Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking a highly experienced and results-oriented ServiceNow Hardware Service Delivery Manager supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program to lead our hardware asset management capability. This critical dual role will be responsible for overseeing the capability which enables the entire lifecycle of IT hardware assets, ensuring efficient service delivery, maximizing asset utilization, and optimizing costs. Concurrently, you will act as a Scrum Master for our Hardware Asset Management (HAM) initiatives, driving agile practices within the team to accelerate project delivery and continuous improvement, particularly leveraging ServiceNow.

The ideal candidate will be a strong leader, passionate about process optimization and agile methodologies, and possess a proven track record of managing complex hardware environments in an enterprise setting.

Responsibilities:

• Lead, mentor, and manage a team of hardware asset specialists, fostering a culture of continuous improvement and high performance within an agile framework.
• Oversee the end-to-end capability of hardware-related IT services, including procurement, deployment, incident resolution (break/fix), refresh cycles, and disposal.
• Define, monitor, and report on Key Performance Indicators (KPIs) for hardware services, ensuring high levels of customer satisfaction.
• Manage and prioritize hardware-related service requests, incidents, problems, and changes in accordance with ITIL best practices.
• Work directly with customer leadership to define and prioritize capability use cases and serve as an escalation point.
• Act as the Scrum Master for one or more agile teams primarily focused on Hardware Asset Management initiatives and related operational improvements.
• Facilitate all Scrum ceremonies (Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective) effectively and efficiently.
• Identify and remove impediments, ensuring the team can deliver on its sprint commitments and objectives.
• Coach the team on Agile principles, Scrum framework, and best practices, promoting self-organization, cross-functionality, and continuous improvement.
• Collaborate closely with the Product Owner(s) to ensure a well-groomed, prioritized, and transparent backlog.
• Ensure transparency and visibility of team progress, impediments, and metrics to stakeholders and leadership.
• Shield the team from external distractions and interferences, ensuring a focused working environment.
• Serve as the primary manager for ServiceNow Hardware Asset Management.
• Drive the full adoption and optimization of ServiceNow Hardware Asset Management.
• Develop, implement, and maintain robust processes and workflows within ServiceNow for the entire hardware asset lifecycle (request, procurement, receiving, deployment, change, refresh, disposal), guided by agile iterations.
• Configure and optimize HAM features.
• Lead the development and maintenance of comprehensive dashboards and reports in ServiceNow to provide actionable insights into hardware asset management to leadership.
• Work with the customer to develop and execute strategies for hardware asset lifecycle management, from planning and acquisition to disposal, ensuring cost-effectiveness and adherence to government policies.
• Manage the capability to conduct regular inventory reconciliations and audits to ensure data accuracy between physical assets and ServiceNow records.
• Work with the customer and our teams to identify opportunities for cost savings and efficiency gains through optimized hardware procurement, maintenance, and disposal processes.
• Ensure compliance with maintenance agreements, security policies, and regulatory requirements related to hardware assets.
• Continuously evaluate and improve hardware service delivery and asset management processes, identifying opportunities for automation and efficiency gains through agile methodologies.
• Collaborate with other IT teams (e.g., Network, Systems, Security, Software Asset Management) to ensure seamless integration and data flow.

Qualifications:

Required:

• 10+ Years of relevant experience (Bachelor's Degree in applicable field may be substituted for 5 years of experience).

• 5+ years of combined experience in IT Service Delivery, IT Operations Management, and/or Scrum Master roles.
• 3+ years of hands-on experience with ServiceNow Hardware Asset Management in an enterprise environment, including implementation, configuration, and ongoing management.

• Proven experience managing or leading a team of IT professionals and/or facilitating agile teams.
• Demonstrated experience applying agile principles (Scrum, Kanban) to operational or project teams.
• Solid understanding of ServiceNow ITSM modules (Incident, Problem, Change, Request Fulfillment) and CMDB.
• Familiarity with hardware discovery tools and methods.
• Proficiency with Microsoft Office Suite, especially Excel for data analysis.

Desired:

• Certified Scrum Master (CSM) or Professional Scrum Master (PSM I/II).
• Experience with agile project management tools (e.g., Jira, Azure DevOps, ServiceNow Agile Development).
• ITIL v3 or v4 Foundation certification (or higher).
• Exceptional leadership, team building, coaching, and facilitation skills.
• Strong analytical and problem-solving abilities, especially in identifying and resolving team impediments.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts and agile principles to non-technical stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment while guiding an agile team.
• Customer-centric mindset with a focus on delivering high-quality services.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here .

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:
$73,800-$155,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.