ITSM Service Delivery Manager

NTT DATA Services•Washington, DC

8d•$97,391 - $162,319•Onsite

About The Position

We are seeking a seasoned ITSM (IT Service Management) Service Delivery Manager with extensive experience working with large federal clients. This role will focus on leading IT service management for a prominent federal client with over 5000 client users and data center operations in the Washington D.C. metropolitan area and proximate Virginia. The ideal candidate will possess a proven track record of effectively managing service delivery, a deep understanding of federal client needs, and a valid ITIL v4 certification.

Requirements

Bachelor's degree in Information Technology, Business Administration, or a related field.
Minimum 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
Minimum 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
Valid ITIL v4 certification is required.

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.