Service Delivery & Support Manager w/Secret Clearance

TekSynap•Washington, DC

8d•Onsite

About The Position

We are seeking a Service Delivery & Support Manager for the CSES contract. The Service Delivery & Support Manager is responsible for end-user service delivery functions and underlying processes, including event, problem, incident management, request fulfillment, ITSC operations, and desk-side support. This role works across CCS Government lines of authority to ensure seamless, integrated service delivery.

Requirements

Experience managing and delivering IT service operations in a cross-functional environment with requirements of similar size, scope, and complexity.
Must meet applicable DoD 8140 cyberspace workforce qualification requirements for the assigned work role, including an approved baseline certification equivalent to IAM Level I or IAT Level I.
ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should bestated.
Bachelor’s in IT, Management, or related field or additional 4 years experience in lieu
Secret Clearance
U.S. Citizenship

Responsibilities

Manage end-user service delivery across ITSC, desk-side support, incident, problem, request fulfillment, event, and related service operations processes.
Coordinate operational support across service owners, Government stakeholders, technical teams, and customer-facing support teams.
Ensure service delivery functions meet SLA/SLO targets, quality standards, operational procedures, and customer expectations.
Identify and implement service operation improvements that reduce friction, increase consistency, and improve customer outcomes.
Drive cross-functional resolution of service delivery issues, handoff problems, escalations, and process gaps.
Support reporting, governance, performance reviews, corrective actions, and continuous improvement for service delivery operations.