Service Delivery Manager

Zantech•Ashburn, VA

1d•Hybrid

About The Position

Zantech is looking for a talented Service Delivery Manager to contribute to the success of our upcoming Operations and Program Management Support Services project for a Hybrid role based out of Ashburn, VA. The Service Delivery Manager will play a crucial role in providing Service Delivery Management & Governance (Agile framework, intake governance, capacity planning), Portfolio Management & Resource Allocation (Financial management, TCO, spend plan oversight), Business Intelligence & Data Analytics (Agile KPI reporting, dashboard oversight), Acquisition & Lifecycle Support (Vendor management, program oversight), and serving as Key Personnel (Single point of contact; authorized contractor interface with CO, COR, and federal lead). The Service Delivery Manager serves as the single point of contact, providing overall management, direction, administration, quality assurance, and leadership for contract execution. The Service Delivery Manager is the Contractor's authorized interface with the Contracting Officer (CO), Contracting Officer's Representative (COR), and the federal lead, and must be fully authorized to make decisions and commit the contractor team. The Service Delivery Manager is responsible for aligning IT programs with CBP business objectives, governing the portfolio intake process, managing financial performance, and maturing Agile delivery capability — enabling leadership to manage a complex IT service delivery environment with transparency, accountability, and operational efficiency.

Requirements

15+ years IT Portfolio/Project Management leading large-scale, enterprise-level programs including business process re-engineering and financial management
10+ years leading multi-disciplined teams on medium or large multi-task projects of high complexity
8+ years providing technical direction and identifying improvements, efficiencies, and innovations for portfolio management, governance, financial, or operational processes
Strategic alignment of IT programs with business objectives; management of value streams and project intake governance
Lean budgeting principles; portfolio spending and variance monitoring; Total Cost of Ownership (TCO) management; investment optimization
Extensive knowledge of CBP OIT financial management practices
Definition and tracking of Agile Key Performance Indicators (KPIs); real-time visible reporting; systemic risk and impediment management across the portfolio
Championing Agile principles; facilitating organizational retrospectives; mentoring practitioners on continuous improvement, efficiencies, and innovations
Stakeholder and vendor management including CBP Headquarters directorates and operational components
Demonstrated ability to lead and conduct detailed research and analysis of technical and financial data
Proven ability to read and interpret management policies, regulations, and directives
Proficiency with the current version of the Microsoft (MS) Office Suite used by CBP
Bachelor of Arts (BA) or Bachelor of Science (BS) degree, at a minimum, in Information Technology, Computer Science, Information Systems, or a related field
Active Project Management Institute (PMI) Project Management Professional (PMP) certification
US Citizenship
Active Top Secret or higher clearance, per contract requirements.
Ability to obtain and maintain a DHS clearance is required; active DHS CBP clearance is preferred

Responsibilities

Serve as single point of contact for the contract; interface directly with the CO, COR, and the federal lead as the Contractor's authorized representative
Provide overall management, direction, administration, quality assurance, and leadership for execution of all contract requirements
Be available to plan, direct, communicate, and control all operational functions during normal hours of operation and during periods of no-notice emergencies
Align IT programs with CBP business objectives; manage value streams; govern project intake; and plan capacity across teams
Implement lean budgeting principles; monitor portfolio spending and variances; manage Total Cost of Ownership (TCO); and optimize investments
Apply extensive knowledge of CBP OIT financial management practices across all financial management activities
Define and track Agile KPIs; provide real-time visible reporting; manage systemic risks and impediments across the portfolio
Champion Agile principles; facilitate organizational retrospectives for continuous improvement; mentor practitioners to identify and implement efficiencies and innovations
Maintain strong relationships with all stakeholders including CBP Headquarters directorates and operational components; clearly communicate expectations and oversee vendor selection and performance
Maintain appropriate staffing levels; manage projects; ensure all deadlines are met; and deliver required services and materials at or under budget