Service Delivery Manager

General Dynamics Information Technology • Arlington, VA

10d • $128,039 - $173,229 • Hybrid

About The Position

GDIT is seeking a Service Delivery Manager for a federal client for an Infrastructure Services Contract. This role involves transforming technology into opportunity by connecting and enhancing critical systems. As a Service Delivery Manager, you will be at the forefront of innovation, improving how agencies operate. You will help ensure today is safe and tomorrow is smarter by joining our Infrastructure Services Contract team. This position provides management and technical direction for over 140 technical resources supporting more than 20 different data center technology stacks, overseeing and managing all engineering resources and projects. This is a hybrid position offering a combination of remote work and periodic on-site support and customer meetings.

Requirements

• A Bachelor’s degree (or an additional 4 years of experience) and 10+ years of relevant experience is required.
• The candidate must have 8+ years of Information Technology Service Management (ITSM) experience, with a focus on managing and delivering cloud based leveraged services via fixed unit prices (managed services).
• Current PMP and ITIL 4 or ITIL 5 Foundation certifications are required by the customer to be considered for this role.
• Though the position is 8-5 M-F, the role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.
• Management over two complex data center locations that support all classes of servers, storage, databases, networking, applications, and security.
• Demonstrated experience managing mainframe and physical and logical server security, disaster recovery failover, business continuity, and batch job scheduling in mainframe and distributed (i.e., Windows, VMware, UNIX) operating system environments.
• Demonstrated experience managing large, complex server environments containing over 2000 servers, 5000+ network devices, 20+ petabytes, and 300 applications.
• Demonstrated experience planning and executing server consolidation and virtualization efforts on Windows, Solaris, and Red Hat Linux in a production operational environment.
• Demonstrated experience managing enterprise class storage across server technologies (e.g., Windows, Solaris, Red Hat, VMware) implementing operational best practices, provisioning standards, and storage migrations and optimizations.
• Demonstrated experience with implementing ITIL standards and processes in a large, highly available, dynamic data center operation.
• Demonstrated experience managing a 7x24 major incident management command center that monitors a national service and manages faults and failures proactively and reactively.
• Demonstrated experience managing IBM mainframe with z/OS Operating System.
• Demonstrated experience translating business requirements and technical implementation.
• Demonstrated experience with systems engineering in the context of a large, complex infrastructure.
• Experience installing, configuring, and migrating at least one of the core technology stacks (Storage, Compute, Network).
• Hands on experience - troubleshooting, performance tuning, capacity planning, user management, client communication across multiple technology platforms.
• Management of over 140 personnel with a budget of 23 million or more.
• FedRAMP and/or FISMA experience.
• Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Nice To Haves

• Enterprise IT, Planning, Services Management skills
• US Citizenship Required

Responsibilities

• Managing the relationship with key business customers, developing an understanding of their business needs and priorities, and delivering software solutions that meet those business needs.
• Providing input to the Product Owner/Business Sponsor on the product strategy and vision, and giving feedback on the content and prioritization of the Product Backlog.
• Being available to provide advice and assistance to teams on technical difficulties that arise in the course of their work.
• Identifying issues to teams that they might overlook, such as scalability, performance, or security.
• Providing mentorship, career development advice, skills development and training, and overall guidance to team members and Supervisors.
• Leading the recruitment and hiring of new team members, with the active involvement and input of existing team members.
• Directs all phases of programs from inception through completion.
• Responsible for the cost, schedule and technical performance of company programs or subsystems of major programs.
• Participates in the negotiation of contract and contract changes.
• Coordinates the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Acts as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establishes design concepts, criteria and engineering efforts for product research, development, integration and test.
• Develops new business or expands the product line with the customer.
• Establishes milestones and monitors adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Directs the work of employees assigned to the program from technical and administrative areas.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• Variety of medical plan options
• Health Savings Accounts
• Dental plan options
• Vision plan
• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior