Service Delivery Manager (IT Service Management)
About The Position
E-Logic is seeking a highly experienced Service Delivery Manager to lead enterprise IT service management operations in support of a federal client. This role is responsible for overseeing Service Desk operations, ensuring high-quality service delivery, and managing contract performance across multiple ITSM functions including Incident, Problem, Asset, and Knowledge Management. The Service Delivery Manager will serve as the primary interface between E-Logic and government stakeholders, ensuring all contractual requirements, service level agreements (SLAs), and performance metrics are consistently met or exceeded.
Requirements
- Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience)
- 8-10+ years of experience in IT Service Management / Service Delivery roles
- Proven experience managing enterprise Service Desk operations in a federal environment
- Strong knowledge of ITIL frameworks (v3 or v4) and ITSM best practices
- Hands-on experience with tools such as: ServiceNow Microsoft 365 / Azure Active Directory / endpoint support technologies
- Demonstrated leadership experience managing technical teams in fast-paced environments
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication and stakeholder management skills
Nice To Haves
- ITIL Certification (Foundation or higher)
- Experience supporting federal agencies or government contracts
- Familiarity with: Asset management lifecycle processes Knowledge management systems IT security and compliance standards (e.g., NIST)
- Experience with continuous service improvement (CSI) initiatives
Responsibilities
- Lead and manage end-to-end IT service delivery aligned with ITIL best practices
- Oversee Service Desk operations ensuring timely, accurate, and high-quality support across all intake channels (phone, email, chat, portal)
- Ensure achievement of SLA targets such as response times, resolution rates, and customer satisfaction metrics
- Act as escalation point for complex service issues and ensure rapid resolution
- Serve as the primary point of contact with Government Contracting Officer (CO) and COR
- Ensure full compliance with contract requirements, federal standards, and reporting obligations
- Develop and deliver monthly performance reports including service metrics, trends, and improvement initiatives
- Monitor contract performance, risks, and develop mitigation strategies
- Lead, supervise, and mentor Service Desk and technical support teams
- Manage staffing levels, scheduling, and workforce planning to meet service demand fluctuations
- Ensure continuous training, performance improvement, and adherence to operational procedures
- Analyze service performance data and customer feedback to identify improvement opportunities
- Develop and implement service delivery strategies, workflows, and process enhancements
- Drive continuous improvement initiatives aligned with federal IT modernization goals
- Oversee: Incident Management & Service Request Fulfillment Problem Management and root cause analysis IT Asset & Inventory Management lifecycle Knowledge Management and documentation processes
- Monitor contract burn rate and resource utilization (including Time & Materials work)
- Optimize operational costs while maintaining service quality
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What This Job Offers
Job Type
Full-time
Career Level
Manager
