Service Delivery Manager

3 days ago

Doral, United States ManTech Full time

Currently, ManTech is seeking a motivated, career and customer-oriented Service Delivery Manager to join our team in Doral, FL.

Responsibilities include but are not limited to:

  • Provide leadership and accountability managing ITSM operations across a large, complex, heterogeneous IT environment and geographically dispersed enterprise, including OCONUS locations.

  • The ITSM Operations Manager shall monitor and report the operational status of the network; work with government officials, technical staff, and vendors to ensure timely response to and resolution of incidents; ensure compliance with all ITSM quality metrics and Service Level Agreements.

  • Make technical and management recommendations to drive continuous improvement for enterprise performance and user experience.

  • Participate in configuration and change control management boards. Conduct planning, implementation, operation, and management of IT systems to meet mission requirements.

  • Prepare and deliver information regarding enterprise performance to government and contractor leadership as required.

Minimum Qualifications:

  • Bachelor’s degree in IT, Cybersecurity, Data Science, or Computer Science or related technical field or a minimum of 10 years of relevant ITSM experience.

  • Five (5+) or more years of experience leading teams providing ITSM for a large enterprise (5,000 users or more), including Service Desk, Network Operations, Cybersecurity Operations, Incident Management, Asset and Configuration Management, Change Management, Logistics, and Quality Management.

  • Three (3+) or more years of experience supporting geographically dispersed teams.

  • Three (3+) or more years of experience implementing IT services in accordance with DoD IA Policy and guidelines.

Desired Qualifications:

  • ITIL Expert certification or equivalent is desired.

  • Active certifications indicating technical expertise, including but not limited to CCIE, ServiceNow Certified Master Architect, or equivalent are desired.

  • Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

Clearance Requirements:

  • Must have a current/ active Top-Secret clearance with SCI eligibility.

Physical Requirements:

  • The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.

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