IT Service Delivery Manager

SAIC • Alexandria, VA

6h

About The Position

SAIC is seeking a motivated and experienced IT Service Delivery Manager to support the Defense Readiness Reporting System (DRRS) Implementation Office in Alexandria, VA. This pivotal role focuses on the ITIL framework to ensure the stability of IT Service Management (ITSM) and the successful execution of software release management. The candidate will have the opportunity to contribute to deputy program management functions. As an IT Service Delivery Manager, you will be at the forefront of our mission to support the DRRS, a vital system for reporting mission readiness to all levels of the Department of Defense.
Your daily activities will include but will not be limited to:
IT Support Management: Oversee and manage all aspects of IT service delivery, ensuring service level agreements (SLAs) are met and that all IT services are delivered effectively and efficiently.
Software Release Management: Lead the planning, scheduling, and deployment of software releases, ensuring minimal disruption and successful implementation.
ITIL Process Oversight: Champion and implement ITIL best practices for incident, problem, and change management to ensure the stability and reliability of IT systems.
Stakeholder Communication: Serve as the primary point of contact between technical teams and business stakeholders, ensuring clear and consistent communication regarding service performance and project status.

Requirements

• Bachelor's degree and fifteen(15) years’ experience; additional four (4) years’ experience can be considered in lieu of degree.
• Must possess an active Secret security clearance with the ability to obtain and maintain an active Top Secret clearance; US Citizenship required.
• Proven ability to lead teams and manage stakeholder expectations through excellent communication and problem-solving skills.
• Must hold an ITIL Foundation certification and possess a deep, practical understanding of ITIL/ITSM frameworks.

Nice To Haves

• A master's degree, PMP certification, and direct experience with the Defense Readiness Reporting System (DRRS) or working in a DoD contracting environment.
• Demonstrated experience in managing large-scale IT projects in a government or military environment.
• Advanced certifications such as ITIL Expert or Master.
• A proven track record of successfully managing software release cycles.
• Familiarity with the mission and operations of the Defense Readiness Reporting System.

Responsibilities

• Oversee and manage all aspects of IT service delivery, ensuring service level agreements (SLAs) are met and that all IT services are delivered effectively and efficiently.
• Lead the planning, scheduling, and deployment of software releases, ensuring minimal disruption and successful implementation.
• Champion and implement ITIL best practices for incident, problem, and change management to ensure the stability and reliability of IT systems.
• Serve as the primary point of contact between technical teams and business stakeholders, ensuring clear and consistent communication regarding service performance and project status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager