Today
Secret
Unspecified
Unspecified
IT - Hardware
(On-Site/Office)
Description
Position Summary
The Network Service Delivery Manager (SDM) is accountable for end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/Switching, Boundary Security, Platform, Cyber, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services.
Essential Duties and Responsibilities
Service Strategy & Governance
Service Design & Catalog Management
Demand, Capacity & Financial Management
Change, Release & Deployment Management
Problem, Availability & Continuity Management
Compliance, Risk & Security Alignment
Vendor & Contract Management
Reporting & Communications
People Leadership & Knowledge Management
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
PREFERRED QUALIFICATIONS
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Northern Technologies Group is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, disability, age, or any other protected status under federal, state, or local law.
Travel
10%
Shift
Normal office hours that align with the core hours of the customer
Note
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The salary range listed represents a good faith estimate and is provided in compliance with applicable pay transparency laws. The final compensation offered will be determined based on a variety of factors, including your skills, experience, qualifications, internal equity, and market conditions.
Salary Description
$135,000 to $175,000
Position Summary
The Network Service Delivery Manager (SDM) is accountable for end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/Switching, Boundary Security, Platform, Cyber, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services.
Essential Duties and Responsibilities
Service Strategy & Governance
- Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities.
- Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintaining decision records and traceability.
- Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices.
Service Design & Catalog Management
- Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks).
- Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover).
Demand, Capacity & Financial Management
- Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads.
- Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations.
Change, Release & Deployment Management
- Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation.
- Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact.
- Incident & Major Incident Management
- Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration.
- (MTTA), restoration (MTTR), root cause capture, and formal post incident reviews with actions.
Problem, Availability & Continuity Management
- Drive RCA with durable corrective actions; track aging and verify effectiveness.
- Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene).
- Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment).
Compliance, Risk & Security Alignment
- Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure.
- Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles.
- Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements.
Vendor & Contract Management
- Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed.
- Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs.
Reporting & Communications
- Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS).
- Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions.
People Leadership & Knowledge Management
- Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations.
- Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth.
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Active DoD Secret Clearance
- 7 to 10+ years in network service delivery/operations for large enterprises (DoD/Federal preferred), including leadership of cross functional teams.
- IAM II or higher (examples: CISM, CISSP, CAP, CASP+ CE, GSLC).
- Demonstrated command of ITIL 4 practices (incident/major incident, problem, change, release, service level, capacity/availability, continuity).
- Proven ability to manage budgets, vendor contracts, and executive reporting; strong communication and stakeholder management skills.
- Familiarity with enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints in IL4/5/6 environments.
PREFERRED QUALIFICATIONS
- Top Secret/SCI Clearance
- 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).
- ITIL® 4 Managing Professional (MP) or Strategic Leader (SL).
- PMP or PMI ACP (program/project leadership and reporting).
- SAFe Agilist (SA) or Lean Portfolio/Architect for scaled environments.
- Lean Six Sigma Green Belt
- CCNP Enterprise or CCNP Service Provider (CCIE valued but not required).
- Baseline cloud networking credential helpful: AWS Advanced Networking - Specialty (or equivalent) or Azure Network Engineer Associate (AZ 700).
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Northern Technologies Group is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, disability, age, or any other protected status under federal, state, or local law.
Travel
10%
Shift
Normal office hours that align with the core hours of the customer
Note
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The salary range listed represents a good faith estimate and is provided in compliance with applicable pay transparency laws. The final compensation offered will be determined based on a variety of factors, including your skills, experience, qualifications, internal equity, and market conditions.
Salary Description
$135,000 to $175,000
group id: 10432548
