Deputy Program Manager / Service Delivery Manager
About The Position
Run day-to-day service delivery for a Defense Health Agency test infrastructure program, from tickets and service-level agreements to change control. This position supports a new Defense Health Agency program and is contingent upon contract award; the start date will align with the program start. The role serves as service delivery manager under the Program Manager and provides backup when the Program Manager is unavailable. It oversees IT service management processes, tracks performance measures, prepares monthly reports for government review, coordinates infrastructure, platform, and cyber leads to keep test events on schedule, and leads customer experience and service improvement work. The position is based on site at the test center in Chantilly, Virginia, with work at the Ashburn, Virginia data center as needed. The annual pay range is $145,000 to $168,000.
Requirements
- At least 7 years of experience in IT service delivery or project management, including at least 3 years leading a team.
- Experience running IT service management processes for incidents, requests, and changes against service levels.
- Experience supporting a Department of Defense or federal customer.
- U.S. citizenship.
- Ability to obtain and maintain the background investigation designated by the Defense Health Agency for this position.
Nice To Haves
- PMP or ITIL certification.
- Experience with Jira Service Management.
- An active Secret clearance or higher.
Responsibilities
- Serve as service delivery manager under the Program Manager and provide backup when they are unavailable.
- Manage IT service management, including ticket queues, service levels, account provisioning, and the change board.
- Track performance measures and prepare monthly reports for government review.
- Coordinate infrastructure, platform, and cyber leads to ensure test events are delivered on schedule.
- Lead customer experience and service improvement work.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
