Networks - Service Delivery Manager

Networks - Service Delivery Manager
Shriever Space Force Base
Colorado Springs, CO

HX5 is an award-winning provider of engineering, research and development, and technical services to clients such as NASA and the Department of Defense. Founded in 2004, HX5 is a fast-growing veteran- and woman-owned company with locations nationwide.

The Networks - 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.
• 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.

The Successful Candidate Will:

• Have strong communication and stakeholder management skills.

Salary: This position is expected to pay $150,000 - $180,000 annually, depending on experience, education, and any certifications that are directly related to the position.

Education and Experience:

• Must have 12, or more, years of general (full-time) work experience
• Must have 5, or more, years of experience in network service delivery/operations for large enterprises (DoD/Federal preferred), including leadership of cross functional teams.
• Must have 1, or more, years of experience working in a management or leadership role
• Must have demonstrated command of ITIL 4 practices (incident/major incident, problem, change, release, service level, capacity/availability, continuity).
• Must have a proven ability to manage budgets, vendor contracts, and executive reporting
• Must be familiar 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.
• Must have an active DoD 8570 IAM Level II (or higher) certification (examples: CISM, CISSP, CAP, CASP+ CE, GSLC).
• Must have, or obtain, an active DoD Secret Security Clearance

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
• Have an ITIL® 4 Managing Professional (MP) or Strategic Leader (SL).
• Have a 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).

Position Type/Expected Hours of Work:

• This is a full-time position requiring 40 hours per week and offers a flexible work schedule Monday through Friday during core business hours.

Other Position Requirements:

• Proof of U.S. Citizenship or US Permanent Residency is a requirement for this position.
• Must be able to complete a U.S. government background investigation.
• Must be able to obtain a Secret clearance.
• Must be able to travel, including air travel.
• Must have a valid Driver's License.

HX5 offers a competitive salary and benefits package to include:

• Medical/Dental/Vision Insurance
• 401(k) plan with Company Match
• Paid Holidays
• Paid Time Off
• Parental Leave
• Life Insurance
• Tuition Reimbursement
• Medical and Dependent Care Flexible Spending Accounts
• Pet Insurance

HX5, LLC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, age, national origin, ancestry, citizenship, disability, or veteran status.

HX5, LLC is a Drug Free Workplace Employer.

ACCESSIBILITY NOTICE:
If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please call (850) 362-6551.

CJ