Technical Service Delivery Manager

DHRM•Chesterfield, VA

12d•Hybrid

About The Position

The Virginia Information Technologies Agency (VITA) is seeking a Technical Service Delivery Manager for its Infrastructure Services Directorate. VITA is the Commonwealth’s consolidated information technology organization, focused on connecting Virginians to government services through IT infrastructure, cybersecurity, and governance. This role operates within the Multi-Sourcing Integration (MSI)/service integration and management (SIAM) model and utilizes the Information Technology Infrastructure Library (ITIL) framework. The Technical Service Delivery Manager is responsible for the operations and all supplier services provided to Executive Branch Agencies, offering technical and business expertise for contractual matters, issues, solutions, standards, strategy execution, and enterprise planning. This position directly oversees the Platform, which includes Voice/Data Network, Server-Storage DataCenter, End User Compute, Managed Security Services, Mainframe Services, Messaging, and the Multisource Service Integrator. The role involves being the primary contact for suppliers, discussing issues and successes across the hybrid environment, and developing strategies for services to agencies. It also involves setting strategic direction for enterprise IT service delivery to ensure reliable, secure, and scalable technology services, providing strategic direction for services like Disaster Recovery as a Service and Backup as a Service, coordinating with Cloud directors, ensuring alignment with MSI and other stakeholders, and overseeing service integration across internal teams and external suppliers. Additionally, the role ensures governance structures for service providers, compliance with policies and standards, directs internal service delivery, plans and executes service delivery initiatives, develops and mentors teams, and champions continuous service improvement.

Requirements

Extensive experience leading IT service delivery and supplier relationship management in a highly complex environment.
Experience leading diverse cross-functional teams delivering enterprise solutions.
Extensive experience working with multiple stakeholders, facilitating collaboration, and consensus on plans, policies and initiatives at the strategic, tactical, and operational levels.
Considerable experience working with all levels of management, executives at the highest levels of government, and private sector partners.
Considerable knowledge of the principles and practices in the areas of strategic IT and service delivery, large dollar supplier and contract administration, delivery management, service level management, transitioning suppliers, service delivery and service lifecycle management and project management.
Considerable knowledge of large organization financial procedures and budgeting.
Experience with Private and Public Cloud architecture, operations and management in a hybrid cloud environment, such as managing supplier managed physical data centers and/or managing large networks across multiple sites.
Experience in monitoring IT environments for compliance with information security, architecture policies and standards.
Extensive experience tracking and solving Information Technology problems.
Extensive skills in written communication as it pertains to technical information, interpreting complex data, and providing informed analysis.

Nice To Haves

Project management certification is desirable.

Responsibilities

Be the primary relationship focus for each supplier and discuss all issues, challenges, and successes across the Platform as defined by a multi-data center/cloud hybrid environment.
Responsible for developing the strategy and design for services provided to Executive Branch agencies.
Help set the strategic direction for enterprise IT service delivery to ensure reliable, secure, and scalable technology services that support organizational priorities.
Provide strategic directions for technology services such as Disaster Recovery as a Service, Backup as a Service.
Coordinate with Cloud directors and other stakeholders to ensure service quality and customer satisfaction.
Work with MSI and other stakeholders to ensure all services are aligned and performed appropriately by each supplier.
Ensure service integration efforts across internal teams and external suppliers to deliver seamless, end-to-end IT services.
Ensure governance structures to oversee service providers, ensuring performance accountability, risk mitigation, and continuous improvement across all IT services.
Ensure compliance with applicable policies, standards, and service management frameworks.
Responsible for directing the delivery and coordination of internal services.
Direct the planning, execution, and evaluation of service delivery initiatives, balancing operational stability with innovation and modernization.
Develop and mentor high-performing teams, setting clear expectations and fostering a culture of accountability and service excellence.
Champion continuous service improvement by leveraging performance metrics, customer feedback, and industry best practices.