Service Infrastructure - Service Delivery Manager

Service Infrastructure - Service Delivery Manager
Redstone Arsenal
Huntsville, AL

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 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
required strong leadership, interpersonal, and management skills along with a solid understanding of technology services
within the Desktop User Experience technical domain. Technologies in this domain include Microsoft 365, VDI, AVD,
Windows Client Operating Systems, Desktop management, Client-side application management, and mobile device
management

Essential Duties and 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 solution
• 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:
    • Microsoft 365 (M365) Email and Collaboration
    • Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD
    • Windows Client Operating Systems
    • Desktop Management
    • Client-side Application Management
    • Mobile Device Management (MDM
    • File & Print Services

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.

Education and Experience:

• Must have 10, or more, years of general (full-time) work experience
  • 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).
• Must have, or obtain, an active DoD Secret Security Clearance

Desired Requirements:

• Have a Bachelor's degree, or higher, in computer science, Information Technology
• Have an active DoD Top Secret Security Clearance with SCI eligibility
• Have experience in a specific industry (e.g., MDA, DoD IT Operations).
• Have Project Management experience.
• 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)

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