Service Delivery Manager

GD Information Technology•Austin, TX

21h•Remote

About The Position

The Service Delivery Manager serves as the primary operational leader for the enterprise hosting service line supporting the Department of Veterans Affairs (VA) through GDIT’s IOSS App Hosting program. The role is responsible for reliable, efficient, and resilient delivery of hosting services across VA platforms, coordinating hosting teams, engineering groups, cybersecurity partners, data center operations, and VA stakeholders. The manager oversees service delivery to ensure hosting outputs meet or exceed Acceptable Quality Levels and contractual performance targets, while safeguarding uptime, reliability, and operational readiness across supported hosting environments. The position oversees day-to-day operations and compliance with VA ITSM processes, VA Handbook 6500, VA Directive 6004, and applicable NIST, FISMA, and federal cybersecurity controls. It manages hosting projects and portfolios, including upgrades, migrations, lifecycle refreshes, and operational changes; tracks performance against AQLs, KPIs, SLAs, and compliance requirements; and prepares recurring operational reports for leadership and government stakeholders. The manager is also the primary VA-facing contact for service performance, escalations, and improvements, leads monthly service-line reviews, and drives continuous improvement in performance, automation, efficiency, observability, and operational readiness. The role is based in Austin, Texas, or may be performed remotely. It is a regular position with a 40-hour scheduled workweek and travel of less than 10%. A Public Trust clearance must be obtainable. The position does not offer visa sponsorship.

Requirements

Bachelor’s degree or equivalent and at least 5 years of experience.
Experience leading operations, service delivery, hosting environments, infrastructure service lines, or enterprise IT operations.
Demonstrated expertise in project management, operational governance, service-line leadership, or enterprise hosting delivery.
Strong understanding of ITSM, enterprise change control, incident management, and federal IT operational processes.
Experience with hosting platforms and environments such as on-premise servers, virtual machines, storage, database platforms, cloud hosting environments, or data center operations.
Excellent communication and stakeholder engagement skills.
Ability to lead cross-functional service lines in a large enterprise IT environment.
Must be a U.S. citizen.
Must be able to obtain a Public Trust clearance.
No visa sponsorship is available.

Nice To Haves

PMP, ITILv4, or equivalent certification.
Experience with the VA, federal agencies, or large regulated environments.
Familiarity with AQL management or performance-based services management.
Experience with enterprise reporting tools, dashboards, and service-line analytics.

Responsibilities

Oversee daily enterprise hosting operations and ensure compliance with VA ITSM processes, VA Handbook 6500, VA Directive 6004, NIST, FISMA, and federal cybersecurity controls.
Ensure operational SOPs, compliance artifacts, reports, and hosting documentation are submitted, maintained, and approved in a timely manner.
Lead intake, assignment, execution, and reporting for hosting projects, upgrades, migrations, lifecycle refreshes, and operational changes.
Manage project status, risks, schedules, resources, and stakeholder communications for hosting-related efforts.
Ensure hosting projects meet timelines, scope, and contractual delivery standards, and validate project deliverables such as charters, schedules, risk registers, mitigation plans, and post-project evaluations.
Track, maintain, and publish service metrics aligned with AQLs, KPIs, SLAs, and federal compliance requirements.
Produce weekly, monthly, and quarterly operational reports for leadership and government stakeholders.
Monitor operational dashboards and ensure hosting services meet availability, change success rate, incident response, and customer satisfaction goals.
Act as the primary VA-facing contact for hosting service performance, issues, escalations, and improvements.
Lead monthly service-line reviews covering performance, risks, issues, improvements, and service enhancements.
Analyze trends, feedback, incidents, and performance gaps to ensure hosting operations reflect customer needs.
Identify and lead initiatives to improve hosting performance, automation, efficiency, observability, and alignment with VA mission priorities.
Coordinate process improvements across service lines to reduce incidents, improve change quality, and strengthen hosting readiness.
Lead cross-functional coordination among hosting teams, engineering groups, cybersecurity partners, data center operations, and VA stakeholders.

Benefits

Competitive pay.
Medical plan options, some with Health Savings Accounts.
Dental plan options.
Vision plan.
401(k) plan with company match.
Full flex work weeks where possible.
Paid time off, including vacation, sick and personal time.
Paid holidays, including 10 paid holidays per year.
Paid parental leave.
Military leave.
Bereavement leave.
Jury duty leave.
Typically 15 days of paid leave per calendar year for new employees, prorated based on hire date.
Paid Family Leave of up to 160 hours in a rolling 12-month period for eligible employees.
Short- and long-term disability benefits.
Life insurance.
Accidental death and dismemberment coverage.
Personal accident coverage.
Critical illness coverage.
Business travel and accident insurance.
AI-enabled professional growth tools.
Leadership development and internal mobility programs.
Mission-focused culture supporting Veterans.