Service Infrastructure- Service Delivery Manager (TS/SCI)

Position Title: Service Infrastructure- Service Delivery Manager
Location: Schriever Space Force Base, Colorado Springs, CO
Relocation Assistance: None available at this time
Remote/Telework: No
Clearance Type: DoD Secret
Shift: Day shift
Travel Required: Up to 10% of the time

Description of Duties:
The Service Infrastructure - Service Delivery Manager (SDM) is responsible for ensuring consistent, reliable, and efficient IT delivery service within a technical domain. The Service Delivery Manager ensures consistent, high-quality service and drives continuous improvement through standardizing management practices, measuring team efficiency, and fostering
ongoing team development. This role acts as the primary point of contact for leadership regarding performance of IT service delivery quality within a technical domain in design, transition, deployment, and operational support This role requires experience and exposure to technology services within the Service Infrastructure domain. These include Linux and Windows Servers, Server Virtualization, Cloud Infrastructure, Storage Infrastructure, DevOps and Automation, Management and Orchestration Tooling, and Identity, Credentials, and Access Management.

Key Responsibilities:

Service Level Management:

• Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain.
• 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 within the team.
• Ensure the team has the necessary skills and resources to deliver excellent service.

Incident and Problem Management:

• Oversee the resolution of major incidents and problems impacting 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 the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business.

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 IT service performance to senior management and business stakeholders.

Vendor Management:

• Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs.

Budget Management:

• Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs.

Control Account Management:

• Be aware of the financial health of assigned projects, including budget management, forecasting, and variance analysis.

Operations Maintenance and Sustainment:

• Oversees and actively participates in operations maintenance and sustainment activities.

Resource Management:

• Optimizes the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs.

Technical Acumen (Expertise):

• The SDM should possess a working knowledge and understanding of the following technical areas: Linux and Windows Servers, Server Virtualization, Cloud Infrastructure, Storage Infrastructure, Management & Orchestration Tooling, Identity, Credentials, & Access Management, Data Center Management

The successful candidate will:

• Have strong relationship management skills
• Be able to communicate effectively with both technical and non-technical audiences.
• Have excellent analytical, problem-solving, and decision-making skills.
• Be able to work under pressure and manage multiple priorities effectively.

Basic Requirements:

• Must be a US Citizen
• Must have an active DoD Top Secret Security Clearance
• Must have 10, or more, years of general (full-time) work experience
  o May be reduced with completion of advanced education
• Must have 5, or more, years of experience in an IT Service Delivery Manager or similar role.
• Must have 1, or more, years of experience working in a management or leadership role
• Must have exposure in delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
• Must have an in-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Must have experience with service management tools (e.g., ServiceNow, BMC Remedy).

Desired Requirements:

• Have an active DoD Top Secret Security Clearance with SCI eligibility
• Have a bachelor's degree, or higher, in computer science, Information Technology, or related discipline
• Have Project Management experience/ PMP
• Have an ITIL v4 Foundation Certification (Managing Professional preferred).
• Have 1, or more, DoD 8570 or 8410 compliant certifications
• Have relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified Sy sops Administrator - Associate)

Compensation:

Salary Range: $140,000 - $170,000 annually. Final compensation is based on experience, education, and directly relevant certifications.

Application Instructions:

Resumes must be submitted in month/year format to be considered. Experience with specific tools, software, and related experience requirements within role description should be included on the resume. Candidates must be fully truthful in their application. Dishonesty or misrepresentation may result in disqualification. Only U.S. citizens with an active DoD Secret Security Clearance will be considered.

About Aegis Aerospace

We are a woman-owned space and technology company headquartered in Houston, TX. Our primary objective is to support the Department of Defense and NASA in achieving their missions to defend the security of our country, reach new heights and to discover the unknown. We employ some of the brightest, most experienced engineering and technology experts in the U.S.

To learn more about Aegis Aerospace, visit our website at www.aegisaero.com

Equal Opportunity Employer / Protected Veteran / Disability.