Service Delivery Manager
About The Position
Seize your opportunity to make a personal impact as a SERVICE DELIVERY MANAGER supporting the Department of Veteran Affairs (VA). GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career. At GDIT, people are our differentiator. As a SERVICE DELIVERY MANAGER supporting the Department of Veteran Affairs (VA) in Austin, Texas you will help ensure today is safe and tomorrow is smarter. Join GDIT to support the Department of Veterans Affairs (VA) through the IOSS App Hosting program. As the Enterprise Hosting Operations Service Delivery Manager, you will serve as the primary operational leader for the hosting service line, ensuring reliable, efficient, and resilient delivery of hosting services across all VA platforms. In this role, you will own and manage the service‑line interface model, driving coordination among hosting teams, engineering groups, cybersecurity partners, data center operations, and key VA stakeholders. You will maintain and oversee Service Delivery, ensuring hosting outputs consistently meet or exceed Acceptable Quality Levels and contractual performance targets. Through disciplined operational oversight, you will safeguard uptime, reliability, and operational readiness across all supported hosting environments, enabling the VA to deliver mission‑critical services nationwide.
Requirements
- Bachelor’s degree or equivalent and 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 such as: on‑premise servers, virtual machines, storage, database platforms, cloud hosting environments, data center operations.
- Excellent communication and stakeholder engagement skills.
- Ability to lead cross‑functional service lines in a large enterprise IT environment.
- Must be able to obtain a Public Trust clearance
Nice To Haves
- PMP, ITILv4, or equivalent certifications
- Experience with 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 operations across enterprise hosting services, ensuring compliance with VA ITSM processes, VA Handbook 6500, VA Directive 6004 (Change/Release Management), NIST, FISMA, and federal cybersecurity controls.
- Ensure timely submission, maintenance, and approval of operational SOPs, compliance artifacts, reporting, and hosting operational documentation.
- Lead the intake, assignment, execution, and reporting of hosting service projects, upgrades, migrations, lifecycle refreshes, and operational changes.
- Manage project status, risk, scheduling, resource alignment, and stakeholder communication for hosting‑related efforts.
- Ensure hosting projects meet timelines, scope, and contractual delivery standards.
- Validate project deliverables including charters, schedules, risk registers, mitigation plans, and post‑project evaluations.
- Track, maintain, and publish hosting service performance metrics aligned to AQLs, KPIs, SLAs, and federal compliance requirements.
- Produce weekly, monthly, and quarterly operational reporting for leadership and government stakeholders.
- Monitor operational dashboards and ensure hosting services meet required availability, change success rate, incident response targets, and customer satisfaction goals.
- Serve as the primary VA-facing point of contact for hosting service performance, issues, escalations, and improvements.
- Lead monthly service‑line reviews to present performance, risks, issues, improvements, and service enhancements.
- Ensure hosting operations reflect the “voice of the customer” by analyzing trends, feedback, incidents, and performance gaps.
- Identify areas for operational improvement and lead initiatives to optimize 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.
Benefits
- AI‑enabled professional growth tools
- Leadership development and internal mobility programs
- Competitive pay
- benefits
- 401(k) match
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- A vision plan
- A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- Full flex work weeks where possible
- A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
