Today
Public Trust
Unspecified
Unspecified
Washington, DC (On-Site/Office)
Service Delivery Manager is needed for a contract opportunity with SOC's client onsite in Washington D.C
*Public Trust Clearance Required
Job Description:
The Service Delivery Manager will oversee the delivery of IT services to the customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives.
Key responsibilities include:
Requirements
Desired Qualifications
Employment Pre-requisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation, and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer,EOE AA M/F/Vet/Disability.
#DZFED
#INDSOC
Estimated Min Rate: $46.27
Estimated Max Rate: $55.87
*Public Trust Clearance Required
Job Description:
The Service Delivery Manager will oversee the delivery of IT services to the customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives.
Key responsibilities include:
- Lead and manage a team of 10-15 IT professionals delivering Tier 2 and Tier 3 support services across multiple local and remote sites.
- Provide strategic direction and daily operational oversight, ensuring timely resolution of incidents, service requests, and escalations.
- Serve as the primary point of contact for end-user service delivery, representing the client to customer leadership and ensuring alignment with mission objectives.
- Collaborate closely with Service Desk, Engineering, and Operations teams to ensure seamless escalation, handoff, and resolution processes.
- Monitor and report on service performance, driving adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Maintain data integrity and operational accuracy in the ServiceNow ticketing system, ensuring issues are logged, categorized, and resolved efficiently.
- Develop and maintain a comprehensive knowledge base and standard operating procedures for the service delivery team.
- Identify and implement process improvements, automation opportunities, and technology enhancements that improve service efficiency and user experience.
- Conduct regular meetings with customer leadership to review performance, discuss escalations, and drive continuous improvement.
- Deliver weekly operational reports to the Program Manager and contribute to monthly SLA deliverables.
- Manage staffing, performance evaluations, professional development, and recognition of team members.
- Foster a collaborative, customer-focused culture that emphasizes quality, accountability, and continuous improvement.
Requirements
- Bachelor's degree and 10+ years of relevant experience (an additional 4 years of experience may substitute for a degree).
- Demonstrated leadership experience managing IT service delivery or operations teams.
- Strong understanding of IT service management (ITSM) frameworks, including incident, request, and problem management.
- Experience managing distributed technical teams and delivering services across multiple customer sites.
- U.S. Citizenship and ability to obtain and maintain a Public Trust clearance.
- Excellent communication, collaboration, and customer relationship management skills.
- Proven ability to multitask and prioritize in a dynamic, fast-paced environment.
- Proficiency in ServiceNow or other enterprise ITSM platforms.
- Solid understanding of performance metrics, SLA management, and reporting.
- Commitment to customer satisfaction and service excellence.
Desired Qualifications
- Prior experience supporting the Department of Justice or other Federal agencies.
- Experience working in a litigation or high-visibility environment.
- ITIL certification (v4 Foundation or higher).
- PMP certification preferred.
Employment Pre-requisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation, and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer,EOE AA M/F/Vet/Disability.
#DZFED
#INDSOC
Estimated Min Rate: $46.27
Estimated Max Rate: $55.87
group id: cxhlpand
Diversity is one of our core values as a Company, and it’s also something very personal and unique to each employee. Who better to tell our story of diversity than the people who are part of that story. “The Many Diverse Voices of Betterment” shares how our unique backgrounds and perspectives make us stronger, together, as a Company as a whole, and as individuals. Our diverse and inclusive culture and what diversity means at SOC and Day & Zimmermann is told through personal, unscripted first-person narratives.
