The service delivery manager is accountable and responsible leading a team of approximately 160 professionals in the delivery and ownership of holistic customer service in support of a Federal Civilian agency with over 20,000 on-site and remote employees in over 800 locations 24/7/365 with over 17,000 laptops/desktops; 11,000 mobile devices; 2,000 physical/virtual/cloud servers, and 4,000 network nodes; resolving over 200,000 customer incidents and requests annually. Delivering customer service through an enterprise IT service desk; contracted business service desks and on-site deskside services, the service delivery manager owns the policies, processes and customer/service owner relationships needed to provide consistent, efficient and effective services. The solution delivery manager is responsible for putting customers at the center of IT service delivery; improving, optimizing, standardizing and streamlining processes and systems and implementing the requisite SLAs/XLAs and KPIs required to measure and continually improve the customer experience. The service delivery manager is responsible for implementing best practices and tools that leverage AI/ML in easy to use, plain language formats to enable and promote customer self-help and reduce the frequency and levels of human interaction with service desk and desk side agents.

This opportunity is contingent upon award.

Required Education/Skills:

* Bachelor's degree and applicable experience including supervision/management experience.

* A minimum of five years of technical experience managing, maturing, and modernizing IT service delivery leveraging ITIL v3/4 and IT Service Management for a contract or program of similar size, scope, and complexity, as described above. This experience must also demonstrate success in supporting remote and geographically dispersed customers.

* Experience in IT Service Management; Demand Management and Performance Analytics reporting leveraging the ServiceNow Platform.

* Proven experience in managing remote and geographically dispersed operations of similar size and scale, as described above.

* A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.

* Demonstrated experience in developing and implementing automation such as AI/ML, including virtual agents, to drive continual improvement in business value and customer experience on programs of a similar size scope and complexity, as described above.

* Proven experience delivering service solutions that improve customer / user experience

* Within six months of program start, possess and maintain an ITIL 4 Strategic Leader (ITIL 4 SL) certification.

Desired Education/Skills:

* Master's degree or equivalent experience in a related field.

* At time of proposal submittal, successful completion of at least one module required to achieve ITIL 4 Strategic Leader (ITIL 4 SL) certification.

* Active Help Desk Institute Support Center Manager (HDI-SCM) certification.

* Demonstrated experience in developing, implementing, managing and modernizing customer self-help and self -healing IT services, including how these services delivered continual improvement in business value and customer experience.

* A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.

* Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.

* Experience with developing and managing a customer-focused continual improvement program.