Today
Public Trust
Senior Level Career (10+ yrs experience)
Unspecified
IT - Support
Washington, DC (On/Off-Site)
Job Description
The Service Delivery Manager will oversee the delivery of IT services to DOJ customers, ensuring adherence to performance standards, operational SLAs, and continuous improvement initiatives.
Responsibilities
Lead and manage a team of 10–15 IT professionals delivering Tier 2 and Tier 3 support across multiple DOJ sites.
Provide strategic direction and daily oversight, ensuring timely resolution of incidents, service requests, and escalations.
Serve as the primary point of contact for end-user service delivery and act as the liaison to customer leadership.
Collaborate with Service Desk, Engineering, and Operations teams for smooth escalation and resolution processes.
Monitor service performance, ensuring SLA and KPI adherence, and deliver regular performance reports.
Maintain data integrity within ServiceNow, ensuring all tickets and changes are tracked and categorized accurately.
Develop and maintain standard operating procedures, a knowledge base, and training resources for team efficiency.
Drive continuous service improvement, automation, and technology enhancement initiatives.
Manage staffing, performance reviews, and professional development of team members.
Foster a culture of collaboration, accountability, and service excellence.
Requirements
Bachelor’s degree and 10+ years of relevant experience (an additional 4 years may substitute for degree).
Leadership experience managing IT service delivery or operations teams.
Knowledge of ITSM frameworks (incident, request, and problem management).
Experience managing distributed technical teams supporting multiple sites.
Proficiency in ServiceNow or similar ITSM systems.
Strong customer-facing and communication skills.
Ability to obtain and maintain a Public Trust clearance (active DOJ Public Trust preferred).
U.S. Citizenship required.
Desired Qualifications
Experience supporting DOJ or other Federal agencies.
ITIL v4 certification or higher.
PMP certification preferred.
Experience in litigation or high-visibility environments.
Skills
IT Service Management (ITSM)
ServiceNow
SLA Management
Incident and Problem Management
Team Leadership
Federal IT Support
IT Operations
Customer Relationship Management
Performance Reporting
Process Improvement
Tier 2/Tier 3 Support Oversight
Continuous Service Improvement
The Service Delivery Manager will oversee the delivery of IT services to DOJ customers, ensuring adherence to performance standards, operational SLAs, and continuous improvement initiatives.
Responsibilities
Lead and manage a team of 10–15 IT professionals delivering Tier 2 and Tier 3 support across multiple DOJ sites.
Provide strategic direction and daily oversight, ensuring timely resolution of incidents, service requests, and escalations.
Serve as the primary point of contact for end-user service delivery and act as the liaison to customer leadership.
Collaborate with Service Desk, Engineering, and Operations teams for smooth escalation and resolution processes.
Monitor service performance, ensuring SLA and KPI adherence, and deliver regular performance reports.
Maintain data integrity within ServiceNow, ensuring all tickets and changes are tracked and categorized accurately.
Develop and maintain standard operating procedures, a knowledge base, and training resources for team efficiency.
Drive continuous service improvement, automation, and technology enhancement initiatives.
Manage staffing, performance reviews, and professional development of team members.
Foster a culture of collaboration, accountability, and service excellence.
Requirements
Bachelor’s degree and 10+ years of relevant experience (an additional 4 years may substitute for degree).
Leadership experience managing IT service delivery or operations teams.
Knowledge of ITSM frameworks (incident, request, and problem management).
Experience managing distributed technical teams supporting multiple sites.
Proficiency in ServiceNow or similar ITSM systems.
Strong customer-facing and communication skills.
Ability to obtain and maintain a Public Trust clearance (active DOJ Public Trust preferred).
U.S. Citizenship required.
Desired Qualifications
Experience supporting DOJ or other Federal agencies.
ITIL v4 certification or higher.
PMP certification preferred.
Experience in litigation or high-visibility environments.
Skills
IT Service Management (ITSM)
ServiceNow
SLA Management
Incident and Problem Management
Team Leadership
Federal IT Support
IT Operations
Customer Relationship Management
Performance Reporting
Process Improvement
Tier 2/Tier 3 Support Oversight
Continuous Service Improvement
group id: 10529568
