Service Delivery Manager

Koniag Government Services•Washington, DC

2d•Hybrid

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Delivery Manager to support KITS and our government customer Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. The Service Delivery Manager provides hands-on coordination, stakeholder support, and service delivery management support across SBA's enterprise IT support program. This individual serves as a dedicated service delivery coordination resource, supporting stakeholder engagement activities, service adoption initiatives, customer satisfaction management, and cross-functional service delivery coordination across the enterprise. This role is distinguished from the Customer Success / Service Delivery Lead by its focus on day-to-day service delivery coordination and stakeholder support execution rather than strategic leadership and program oversight. The Service Delivery Manager is the hands-on coordination resource who ensures that service delivery activities are executed reliably, stakeholder communications are delivered on time, customer satisfaction data is collected and analyzed accurately, and cross-functional service delivery coordination activities run smoothly across SBA's enterprise IT environment. This individual must demonstrate solid proficiency in IT service delivery coordination, stakeholder communication, customer satisfaction management, and service adoption support, with the ability to independently manage routine and moderately complex service delivery activities and escalate complex issues to the Customer Success / Service Delivery Lead as appropriate.

Requirements

Minimum 3–5 years of hands-on service delivery coordination, customer success, or IT stakeholder engagement experience in an enterprise environment
Demonstrated experience coordinating IT service delivery activities across multiple technical teams and stakeholder groups in a Federal or comparable enterprise environment
Proven experience administering customer satisfaction programs, including survey management, data collection, and trend reporting
Experience developing and distributing IT service communications and user-facing content in an enterprise environment
Demonstrated experience supporting end-user IT training programs, including logistics coordination and content development support
Familiarity with ITIL 4 service management practices as applied to service delivery and customer success
Experience using a formal ITSM platform (e.g., ServiceNow) for service delivery coordination and customer satisfaction management activities
Experience in a Federal or private-sector enterprise environment of comparable scale and complexity
Solid proficiency in: IT service delivery coordination and cross-functional team collaboration
Customer satisfaction survey administration and trend reporting
IT service communications development and distribution
Stakeholder engagement support and relationship documentation
Service catalog content maintenance and self-service portal support
Training logistics coordination and content development support
ITSM platform service delivery and customer satisfaction modules (e.g., ServiceNow)
Escalation tracking and coordination
Working knowledge of: ITIL 4 service management practices, including service level management and continual service improvement
Microsoft 365 productivity tools and collaboration platforms
Agile/Scrum delivery practices and Sprint coordination
IT service performance metrics and data-driven improvement methodologies
Federal IT service delivery requirements and Government stakeholder engagement practices
Training content development tools and learning management systems
Data analytics and reporting tools for customer satisfaction and service delivery metrics

Nice To Haves

ITIL 4 Specialist: Drive Stakeholder Value (DSV)
Microsoft 365 Certified: Fundamentals (MS-900)
Certified Customer Success Manager (CCSM) or equivalent
Certified Scrum Master (CSM) or equivalent
Project Management Professional (PMP) or equivalent

Responsibilities

Coordinate day-to-day service delivery activities across functional areas, supporting multi-team service requests, projects, and initiatives in a cohesive and well-organized manner
Serve as a coordination point for cross-functional service delivery activities that involve multiple contractor teams and Government stakeholders
Monitor service delivery performance against service level objectives, identifying and escalating delivery risks to the Customer Success / Service Delivery Lead
Track open service delivery issues, action items, and follow-up activities, ensuring timely resolution and accurate status reporting
Support development and maintenance of service delivery coordination procedures and communication frameworks
Coordinate with functional area leads on service delivery activities that require cross-team collaboration and stakeholder communication
Maintain accurate service delivery records and coordination documentation in the Government ITSM platform
Support the Customer Success / Service Delivery Lead in managing stakeholder relationships across SBA's enterprise environment
Coordinate scheduled stakeholder touchpoints, including service reviews, satisfaction check-ins, and feedback collection activities
Prepare stakeholder meeting materials, including agendas, status updates, action item logs, and follow-up documentation
Maintain accurate stakeholder contact records, engagement histories, and relationship documentation
Support stakeholder escalation management activities, coordinating with functional area leads on issue resolution and stakeholder communication
Provide timely and accurate stakeholder communication updates to the Customer Success / Service Delivery Lead
Assist in preparing stakeholder-facing reports, presentations, and service performance summaries
Administer and manage SBA's customer satisfaction survey program, including post-ticket surveys, periodic satisfaction surveys, and targeted feedback collection activities
Monitor customer satisfaction survey responses and escalate negative feedback or significant satisfaction concerns to the Customer Success / Service Delivery Lead promptly
Maintain accurate customer satisfaction records and trend data in the Government ITSM platform and reporting dashboards
Generate routine customer satisfaction reports for review by the Customer Success / Service Delivery Lead and Contractor Program Manager
Identify trends in customer satisfaction data and communicate findings and observations to the Customer Success / Service Delivery Lead
Coordinate with functional area leads on customer satisfaction improvement actions, tracking progress and reporting outcomes
Support achievement of the customer satisfaction target of 90% satisfied or very satisfied per post-ticket survey results
Support development and delivery of IT service communications, including service announcements, maintenance notifications, new service introductions, and user-facing guidance materials
Coordinate with the Release / Environment Manager and functional area leads on user communications for planned service changes, releases, and maintenance activities
Draft and distribute service communications to SBA stakeholders in accordance with the service communications calendar and Customer Success / Service Delivery Lead direction
Maintain accurate service communications records, including sent communications, distribution lists, and stakeholder acknowledgment tracking
Support maintenance of the service communications library, including email templates, intranet content, and user-facing reference materials
Monitor stakeholder responses to service communications, escalating questions, concerns, and feedback to the Customer Success / Service Delivery Lead
Support development and delivery of end-user IT training programs under the direction of the Customer Success / Service Delivery Lead
Coordinate training session logistics, including scheduling, facility or virtual platform coordination, participant registration, and attendance tracking
Assist in development and maintenance of training materials, quick reference guides, and user-facing knowledge base articles
Monitor training completion rates and participant feedback, reporting outcomes to the Customer Success / Service Delivery Lead
Coordinate with functional area leads on training content accuracy, ensuring that training materials reflect current system configurations and procedures
Support maintenance of the training content library and training calendar
Assist in delivery of basic end-user training sessions as directed by the Customer Success / Service Delivery Lead
Support maintenance of SBA's IT service catalog, ensuring that service descriptions, request procedures, and service level information are accurate and current
Coordinate with functional area leads on service catalog content updates for new and modified services
Maintain user-facing service request guidance and self-service portal content in coordination with the Service Management Lead
Monitor service catalog usage and request trends, reporting findings to the Customer Success / Service Delivery Lead
Support development and maintenance of self-service portal content and knowledge base articles that enable SBA staff to resolve common issues independently
Assist in processing service catalog update requests in the Government ITSM platform
Support management of formal customer escalations under the direction of the Customer Success / Service Delivery Lead
Track open customer escalations, coordinating with functional area leads on resolution status and stakeholder communication updates
Maintain accurate escalation records in the Government ITSM platform, including escalation details, actions taken, and resolution outcomes
Prepare escalation status updates and resolution communications for review and delivery by the Customer Success / Service Delivery Lead
Conduct follow-up activities with stakeholders following escalation resolution to confirm satisfaction and close escalation records
Identify patterns in escalation data and communicate observations to the Customer Success / Service Delivery Lead
Generate routine and ad hoc customer satisfaction, service adoption, stakeholder engagement, and service delivery performance reports for review by the Customer Success / Service Delivery Lead
Maintain accurate customer success and service delivery metrics data in the Government ITSM platform and reporting dashboards
Contribute customer success and service delivery data to Sprint metrics reporting, monthly performance dashboards, and Sprint Review demonstrations
Support development and maintenance of customer success reporting templates and dashboard configurations
Provide accurate customer success data to support continual service improvement activities and Sprint Retrospectives
Identify trends in service delivery metrics and communicate findings to the Customer Success / Service Delivery Lead