Service Delivery Lead (SIAM)

ASM Research

11h

About The Position

The Service Delivery Lead serves as the primary Service Integration and Management (SIAM) integrator for CASTLE-NET IT services, responsible for coordinating and integrating interdependent services across multiple service providers (Government, contractor, and other providers) into efficient, innovative, agile, and cost-effective end-to-end solutions. This role ensures USACE mission needs are met through effective service orchestration, governance, and continuous improvement while maintaining alignment with GSA and USACE policies.

Requirements

Bachelor's degree in IT, Business Administration, Management, or related field (or equivalent work experience)
Minimum 4 years of experience in federal contracting environment
Demonstrated experience unifying processes, assigning responsibilities, and fostering collaboration among multiple providers
Proven ability to manage multiple tasks effectively with strong problem-solving and analytical skills
Excellent communication and interpersonal skills with ability to influence diverse stakeholder groups
Expert-level knowledge of service delivery documentation, root cause analysis, and corrective action processes
Strong attention to detail and organizational skills with ability to work independently and as part of a team
Service Integration & Management
Multi-vendor Coordination & Management
ITIL Framework & Processes
Stakeholder Management & Communication
Root Cause Analysis & Problem Solving

Nice To Haves

ITIL Foundation or ITIL Practitioner certification
Experience with Service Integration and Management (SIAM) frameworks
Familiarity with GSA and USACE IT service policies and procedures
Background with federal IT contracting and government service delivery models
Experience with ServiceNow or similar ITSM platforms
Knowledge of federal compliance requirements (FedRAMP, NIST, FISMA)
ServiceNow Administration
Federal Service Delivery Models
Process Documentation & Governance
Compliance & Risk Management
SLA/KPI Development & Monitoring

Responsibilities

Coordinate and integrate IT services across multiple service providers to ensure seamless delivery
Serve as the primary liaison between service providers, Government, and USACE stakeholders
Develop and maintain service integration strategies and governance frameworks
Monitor service delivery performance against established SLAs and KPIs across all provider services
Facilitate collaborative problem-solving and escalation management among service provider teams
Document and communicate service integration processes, responsibilities, and expectations
Conduct root cause analysis on service failures and implement corrective actions
Establish and maintain service integration procedures aligned with ITIL best practices
Support continuous improvement initiatives through data analysis and stakeholder feedback
Prepare service delivery status reports and performance briefings for leadership