ISTM Service Delivery Manager

Everest Recruiting

Responsibilities:

  • Lead and oversee the delivery of IT services to a large federal client, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs).
  • Collaborate closely with federal client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs.
  • Develop and implement comprehensive IT service management strategies that align with the client’s goals and adhere to federal guidelines and regulations.
  • Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations.
  • Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement.
  • Ensure effective communication between the service delivery team, cross-functional IT teams, and federal client representatives.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability.
  • Provide regular updates and reporting to federal clients on the status of IT service delivery, SLAs, and improvement initiatives.
  • Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools.
  • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies.
  • Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.

Qualifications:

  • Bachelor’s degree in Information Technology, Business Administration, or a related field.
  • 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
  • 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
  • Valid ITIL v3 or ITIL v4 certification is required.
  • Must live a commutable distance to the client’s site in NoVa.
  • Must be a US citizen.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance

Experience:

  • 5000 end users and data center operations: 8 years (Required)

License/Certification:

  • ITIL Certification (Required)
  • U.S. Citizenship (Required)

Work Location: In person