Service Delivery Manager (SDM)

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Service Delivery Manager (SDM) to join our team. You will oversee the delivery and ownership of holistic customer service offerings and ensure that policies and processes are in place to deliver consistent, efficient, and effective IT services. The ideal candidate will have a strong background in managing, maturing, and modernizing IT service delivery, with a focus on continuous improvement and customer experience.

Responsibilities include but are not limited to:

Service Delivery Management:

• Oversee the delivery and ownership of holistic customer service offerings.
• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
• Lead large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery that reduce the frequency and quantity of human interaction.
• Manage and maintain the Configuration Management System (CMS) within the IT Service Management (ITSM) system, ensuring accurate information on IT assets and configurations.

Performance Management:

• Implement SLAs and performance metrics on contracts of similar size, scope, and complexity.
• Promote and institutionalize the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.
• Develop and manage a customer-focused continuous improvement program.

Technical Support:

• Provide advanced technical support for all end-user (client) applications for desktops, laptops, and applications hosted in the VDI and Citrix environments.
• Coordinate with technical and IT security teams to maintain consistent and compatible configurations for GSA client infrastructure.

Release and Deployment Management:

• Schedule, implement, and control approved changes to software and components required to support the IT infrastructure.
• Develop, manage, update, and maintain formal release plans and schedules for all planned releases.
• Provide a QA and Testing strategy that leverages robust automation and provides integrated continuous testing to minimize risk, reduce costs, and accelerate speed of delivery.

Basic Qualifications:

• A minimum of (5) five years of technical experience managing, maturing, and modernizing IT service delivery for a contract or program of similar size, scope, and complexity.
• Experience supporting remote and geographically dispersed users.
• Experience implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
• Experience promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.

Preferred Qualifications:

• An Active Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Completed one or more available modules toward the ITIL 4 SL certification.
• Experience implementing, managing, and modernizing self-help/self-heal for IT services.
• Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Experience managing engineering and operations personnel supporting a similar technical environment.
• Experience managing cross-functional teams and collaborating with internal and external stakeholders to gather service requirements in support of design and delivery of service capabilities.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in ITIL and ITSM frameworks.
• Strong analytical and problem-solving skills.
• Familiarity with Agile and DevOps methodologies.

Clearance Requirements:

• Must be a U.S. citizen

Physical Requirements:

• Must be able to be in a stationary position more than 50% of the time 
• Must be able to communicate, converse, and exchange information with peers and senior personnel 
• Constantly operates a computer and other office productivity machinery, such as a computer 
• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations 
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.