Service Delivery Manager

OSC Global•Radcliff, KY

15d

About The Position

The Service Delivery Manager (SDM) is ultimately responsible for providing oversight of Contractor performance and service delivery relating to the Various branches and their unique responsibilities. The SDM will serve as an escalation point for, and provide oversight of, the Contractors performing work in different service lines. The SDM is responsible for the successful execution of the program’s technical deliverables and responsibilities, including quality and efficiency that encompass both technical issues and processes. The SDM will work with PM, government representative, technical leads, and sub-contractors/vendors to assign tasks to personnel, supervise technical efforts, and manage tasks and daily priorities.

Requirements

Strong project management skills; ability to successfully pass through the phases of the project management life cycle: initiation, planning, execution, monitoring, and completion.
Ability to provide an outstanding customer service experience.
Ability to work within a team-oriented, collaborative environment, develop strong working relationships across organizations.
Excellent verbal, written and interpersonal communication skills, excellent organizational and multi-tasking skills.
Ability to support tasks and issues through to completion, strong follow-through and critical problem-solving skills.
Superior customer service skills.
Adaptable and capable of working in fast-paced environments.
Five or more years' experience as a Program or Project Manager
Project Management certification from an industry-recognized certification authority such as PMI
Security+ certification
VCP, VACP, VCP5, or MCSA certification
Must be US citizen
Must possess active secret security clearance or higher
Must be able to pass pre-employment background check

Nice To Haves

Demonstrated experience within PMO environment (government or commercial)
ITIL Foundation and/or Practitioner Certification for either ITIL v3 IF v4,
Demonstrated work experience with Risk Management Framework (RMF)

Responsibilities

Organize and direct the programs technical operations, support functions, involving multiple, complex and inter-related tasks.
Manage teams of subject matter experts and IT professionals while coordinating with the government TPOCs.
Maintain and manage the client interface at the senior levels of the client organization.
Meet with customer and contractor personnel to formulate and review implementation, compliance and updating tasks while overseeing the day-to-day O&M of the sections.
Ensure conformance with tasks directed from the program level to meet schedule and cost requirements.
Establish clear roles, responsibilities, lines of authority, communications and accountability among contractor staff in their interaction with the government.
Identify staff development and training needs and ensures training, and hands-on assistance is available to raise the level of talent/skill of contract staff, as required.
Implement and provide guidance related to processes, procedures, and policies, while overseeing the work network and audio-visual technicians, then prioritizes tasks.
Direct and oversee planning functions to promote operational efficiency.
Provide strong leadership, including mentoring staff to improve processes, procedures, and standards based on programmatic needs.
Support and utilize industry best practices in program and project management.
Provide oversight on special projects and activities.
Perform other duties as appropriate and as assigned.