Service Delivery Manager

Kaihonua

10d•$118,000 - $145,000

About The Position

The Service Delivery Manager serves as the Contractor's contract manager and primary authorized interface with the Government Contracting Officer (CO) and Contracting Officer's Representative (COR). This Key Personnel position is responsible for managing, monitoring, and directing contract performance and staff to consistently deliver service quality against all IT Service Management (ITSM) requirements for the National Labor Relations Board's Office of the Chief Information Officer (OCIO).

Requirements

Experience managing work in a fast-paced agile IT Operations environment with a proven ability to manage both immediate service delivery needs and long-term strategic plans, goals, and objectives
Extensive hands-on experience using information technologies such as:
Microsoft O365 and CoPilot products
ServiceNow
MS Azure
Cisco Secure Client
Zscaler
Windows 11
Network topologies
Apple IOS
AV and telecom equipment
Proven leadership experience managing highly technical Service Desk personnel across complex platforms and initiatives
Extensive experience supervising and managing Service Desk operations for the federal government
Experience with Asset Management, Knowledge Management, hardware, software, and peripheral device testing and configuration management
Experience contributing to service delivery workflow processes and related technology development and administration
Highly experienced managing an IT Service Desk and technical support personnel
Experience managing IT asset management for desktop software and user computing device refresh, imaging, testing, distribution, repair, decommission, accounting, security vulnerability mitigation, and moves
Experience composing, validating, and implementing Service Delivery operational processes and technical procedures
Experience producing, analyzing, and making recommendations for service support and delivery changes based on service level requirements and metric results
Experience interacting directly with federal and other contractor personnel on a daily basis
Apply industry best practices within key service management frameworks and methodologies to coordinate competing priorities
Ensure process adherence and compliance with IT security and other federal policies
Serve as technical escalation resource for Service Desk staff
Use available tools and operating procedures to perform management duties, prepare processes and technical support procedures, and produce service demand, operational performance, and asset reports
Must complete NLRB security awareness training prior to working within any NLRB facility
Must successfully pass agency background investigation
Must sign and adhere to Non-Disclosure Agreement (NDA)
Comply with FAR 52.204-9 Personal Identity Verification of Contractor Personnel requirements
Security Clearance: Must pass NLRB background investigation (Tier 1 minimum) to obtain a Public Trust

Nice To Haves

10+ years managing Service Desk functions, staff, and contributing to the development and maintenance of related operational support systems and service delivery processes and procedures
Knowledge of NLRB mission, goals, objectives, operational functions, services, and technologies
Information Technology Infrastructure Library (ITIL) v3 Foundations certification with strong knowledge of ITIL Service Operations and experience demonstrating ITSM industry best practices and standards within service delivery work efforts, products, and operational outcomes

Responsibilities

Ensure all contract requirements are satisfied and service quality is achieved for all tasks and deliverables
Analyze contract fulfillment risks and provide mitigation plans
Develop evaluation methods to assess performance strengths, weaknesses, challenges, and improvement opportunities
Organize contract activities and recommend service delivery approaches and/or new processes supporting the strategic direction and goals of the Enterprise Support Services (ESS) organization
Manage burn-rate for National Dispatch CLIN and all associated Time and Materials costs
Address corrective action requests and respond with plans to satisfy change requirements
Oversee two Service Desks with appropriate staff levels, scheduling, and specific operational support procedures
Serve as service escalation point of contact for customers
Ensure service level requirements are established to deliver timely, accurate support services Staff and Resource Management
Formulate, enforce, and enhance work standards
Assign Contractor work and project tasks and schedules
Review work products and resolve work and report discrepancies
Supervise Contractor personnel and communicate policies, plans, and requirements
Manage operational changes and competing priorities to ensure appropriate staffing levels are maintained
Lead and ensure the team follows both new and established processes and procedures efficiently
Produce service demand volume and performance reports
Produce and/or validate standard operating procedures and knowledge articles
Contribute to OCIO process and operational support systems workflow definition, development, testing, and implementation
Oversee the IT Asset Management lifecycle process for user computing devices
Ensure acquisition inspection, recording, tracking, imaging, testing, distribution, recovery, and decommission services
Analyze customer experience feedback results to identify improvement and change opportunities
Take action to improve and refine user support services
Build partnerships across OCIO to realize new and changed service delivery criteria and contribute to solutions
Analyze customer experience feedback results to identify improvement and change opportunities
Take action to improve and refine user support services
Build partnerships across OCIO to realize new and changed service delivery criteria and contribute to solutions