Today
Secret
Senior Level Career (10+ yrs experience)
$150,000 and above
IT - Security
Colorado Springs, CO (On/Off-Site)
Summary:
The Service Delivery Manager (SDM) at CB5 Solutions, LLC is responsible for ensuring consistent, reliable, and efficient cybersecurity service delivery within a technical domain. The SDM ensures high-quality service and drives continuous improvement through standardized management practices, measuring team efficiency, and fostering ongoing team development. This role acts as the primary point of contact for leadership regarding the performance of IT and cybersecurity service delivery in design, transition, deployment, and operational support. The ideal candidate brings strong leadership, interpersonal, and management skills, along with a solid understanding of cybersecurity services, enterprise operations, and mission-critical IT environments.
Key Responsibilities:
• Service Level Management: Oversee end-to-end delivery of cybersecurity service quality. Monitor, manage, enhance, and report on IT service performance against agreed SLAs and KPIs.
• Team Leadership and Development: Foster a culture of continuous improvement and knowledge sharing. Ensure the team has the necessary skills and resources to deliver excellent service.
• Incident and Problem Management: Oversee resolution of major incidents and problems impacting cybersecurity service delivery. Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions.
• Service Engineering Principles: Understand, evangelize, and enforce service delivery lifecycle principles (envisioning, design, plan, stabilize, and deploy phases).
• Change and Release Management: Collaborate with Change Management to ensure changes to cybersecurity services are implemented effectively, efficiently, and with minimal disruption.
• Continuous Improvement: Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness.
• Reporting and Communication: Provide regular reports on service performance to senior management and business stakeholders.
• Vendor Management: Manage relationships with key IT and cybersecurity vendors, ensuring services meet contractual obligations.
• Budget Management: Contribute to development and management of the service delivery budget. Track and control service delivery costs.
• Control Account Management: Maintain awareness of financial health for assigned projects, including budgeting, forecasting, and variance analysis.
• Operations Maintenance and Sustainment: Oversee and actively participate in operational maintenance and sustainment activities.
• Resource Management: Optimize allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs.
Technical Acumen (Expertise):
• Enterprise cybersecurity services and operations
• Microsoft 365 (M365) Email and Collaboration
• Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD)
• Windows Client Operating Systems
• Desktop and Endpoint Management
• Client-side Application Management
• Mobile Device Management (MDM)
• File & Print Services
Qualifications (Experience & Exposure):
• Active DoD Secret security clearance.
• 5 or more years’ experience in an IT Service Delivery Manager or similar role.
• Exposure in delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
• Deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Strong relationship management skills and the ability to communicate effectively with both technical and non-technical audiences.
• Excellent analytical, problem-solving, and decision-making skills.
• Experience with service management tools (e.g., ServiceNow, BMC Remedy).
• Ability to work under pressure and manage multiple priorities effectively.
Desired Skills and Experience:
• Bachelor’s degree in computer science, Information Technology, or equivalent combination of education and experience (4 additional years of relevant experience may substitute for a degree).
• Active DoD Secret security clearance (TS/SCI preferred at time of application).
• Experience in a specific industry (e.g., MDA, DoD IT Operations).
• Project management experience.
• ITIL v4 Foundation Certification (Managing Professional preferred).
Certifications:
• Required: CompTIA Security+
• Preferred:
o ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
o Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)
EEOC Statement:
CB5 Solutions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
The Service Delivery Manager (SDM) at CB5 Solutions, LLC is responsible for ensuring consistent, reliable, and efficient cybersecurity service delivery within a technical domain. The SDM ensures high-quality service and drives continuous improvement through standardized management practices, measuring team efficiency, and fostering ongoing team development. This role acts as the primary point of contact for leadership regarding the performance of IT and cybersecurity service delivery in design, transition, deployment, and operational support. The ideal candidate brings strong leadership, interpersonal, and management skills, along with a solid understanding of cybersecurity services, enterprise operations, and mission-critical IT environments.
Key Responsibilities:
• Service Level Management: Oversee end-to-end delivery of cybersecurity service quality. Monitor, manage, enhance, and report on IT service performance against agreed SLAs and KPIs.
• Team Leadership and Development: Foster a culture of continuous improvement and knowledge sharing. Ensure the team has the necessary skills and resources to deliver excellent service.
• Incident and Problem Management: Oversee resolution of major incidents and problems impacting cybersecurity service delivery. Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions.
• Service Engineering Principles: Understand, evangelize, and enforce service delivery lifecycle principles (envisioning, design, plan, stabilize, and deploy phases).
• Change and Release Management: Collaborate with Change Management to ensure changes to cybersecurity services are implemented effectively, efficiently, and with minimal disruption.
• Continuous Improvement: Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness.
• Reporting and Communication: Provide regular reports on service performance to senior management and business stakeholders.
• Vendor Management: Manage relationships with key IT and cybersecurity vendors, ensuring services meet contractual obligations.
• Budget Management: Contribute to development and management of the service delivery budget. Track and control service delivery costs.
• Control Account Management: Maintain awareness of financial health for assigned projects, including budgeting, forecasting, and variance analysis.
• Operations Maintenance and Sustainment: Oversee and actively participate in operational maintenance and sustainment activities.
• Resource Management: Optimize allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs.
Technical Acumen (Expertise):
• Enterprise cybersecurity services and operations
• Microsoft 365 (M365) Email and Collaboration
• Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD)
• Windows Client Operating Systems
• Desktop and Endpoint Management
• Client-side Application Management
• Mobile Device Management (MDM)
• File & Print Services
Qualifications (Experience & Exposure):
• Active DoD Secret security clearance.
• 5 or more years’ experience in an IT Service Delivery Manager or similar role.
• Exposure in delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
• Deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Strong relationship management skills and the ability to communicate effectively with both technical and non-technical audiences.
• Excellent analytical, problem-solving, and decision-making skills.
• Experience with service management tools (e.g., ServiceNow, BMC Remedy).
• Ability to work under pressure and manage multiple priorities effectively.
Desired Skills and Experience:
• Bachelor’s degree in computer science, Information Technology, or equivalent combination of education and experience (4 additional years of relevant experience may substitute for a degree).
• Active DoD Secret security clearance (TS/SCI preferred at time of application).
• Experience in a specific industry (e.g., MDA, DoD IT Operations).
• Project management experience.
• ITIL v4 Foundation Certification (Managing Professional preferred).
Certifications:
• Required: CompTIA Security+
• Preferred:
o ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
o Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)
EEOC Statement:
CB5 Solutions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
group id: 91134553
