Today
Public Trust
Unspecified
Unspecified
Washington, DC (On-Site/Office)
Location: Washington, DC
Clearance: Ca ndidates with active Public Trust are preferred, but it's not required.
5 days a week onsite
Service Delivery Manager will oversee the delivery of IT services to 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 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 Client 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.
• 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 Federal agencies.
• Experience working in a litigation or high-visibility environment.
• ITIL certification (v4 Foundation or higher).
• PMP certification preferred.
Position Details:
The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position's responsibilities; the candidate's experience, education, and skills; location; travel required; and current market conditions.
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
Clearance: Ca ndidates with active Public Trust are preferred, but it's not required.
5 days a week onsite
Service Delivery Manager will oversee the delivery of IT services to 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 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 Client 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.
• 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 Federal agencies.
• Experience working in a litigation or high-visibility environment.
• ITIL certification (v4 Foundation or higher).
• PMP certification preferred.
Position Details:
- Pay Rate / Range:____$43-$53.55______
The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position's responsibilities; the candidate's experience, education, and skills; location; travel required; and current market conditions.
- Benefits (Regular, Full Time Employees):
- Medical, Dental, and Vision offerings
- Weekly Direct Deposit
- Paid Holidays and Personal Time Off
- 401(k) with match
- Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
- Pre-Paid Legal and Employee Assistance Programs
- Northwest Federal Credit Union Membership
- BB&T @ Work Program
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
group id: 10285805
