Lead Service Delivery Manager - Enterprise IT IRES - SSFB/HSV

We are seeking an Enterprise IT Lead Service Delivery Manager to provide strategic vision and leadership for a staff of 350 FTEs working to support critical national defense missions. In this key role, you will oversee the end-to-end delivery of high-quality IT services, including managing a 75-million-dollar budget, forecasting labor and procurement. You will lead cross-functional teams responsible for incident, problem, change, and service request management; ensure SLA compliance and performance metrics are met or exceeded; drive customer/stakeholder satisfaction; and align IT capabilities with mission priorities in a fast-paced, security-focused environment. This includes applying ITIL (or equivalent IT service management) best practices to optimize processes, enhance operational efficiency, and enable continuous service improvement., The candidate will:

• Lead and mentor a high-performing team of service delivery managers, architects, and engineers while fostering innovation, professional development, and alignment with DoD’s mission-driven culture.
• Train staff in developing standardized and prescriptive, repeatable practices, and routines.
• Establish a culture of innovation and monitor/oversee innovation initiatives to improve efficiency, performance, and customer satisfaction within the Enterprise IT organization and aligned to customer priorities for future strategy.
• Ability to evaluate performance and service data and develop risk assessments and actionable improvement plans.
• Own enterprise resource management by leading capacity planning, skills alignment, and utilization optimization to ensure the right talent is available at the right time to meet service, project, and budget commitments
• Drive skill and career development initiatives, including training programs, mentorship opportunities, and clear career progression pathways to build and retain top technical talent within the service delivery organization.
• Oversee financial management for IT service teams, including budget development, cost forecasting, resource allocation, and financial performance tracking to optimize spending while delivering maximum mission value.
• Collaborate with senior DoD leadership, military stakeholders, and inter-agency partners to align IT service delivery with national security objectives and evolving mission requirements.
• Drive ITIL-based ITSM initiatives to optimize service delivery processes, including incident management, problem management, change management, service request fulfillment, and service continuity for high-availability environments.
• Establish, monitor, and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction metrics to continuously improve service quality and operational efficiency.
• Managing vendor and partner relationships to ensure seamless integration of third-party services and optimal value in support of enterprise service delivery.
• Communicating complex technical and service strategies clearly to non-technical stakeholders, including senior military officials, inter-agency partners, and external contractors.

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The selected candidate may be assigned as an employee for one of our teammate companies.

• Must have 14, or more, years of general (full-time) work experience
• May be reduced with completion of advanced education
• Must have 10 or more years of full-time progressive experience in Information Technology
• Must have at least 5 years of experience in a senior leadership role (such as Director of Service Delivery, Chief Architect, or equivalent) within a large-scale enterprise environment, preferably supporting defense or federal missions.
• Must have a Bachelor’s degree (or higher) in Computer Science, Information Technology, Engineering (or related)
• Must demonstrate broad technical awareness across multiple domains, including cloud computing (AWS, Azure), cybersecurity, data analytics, AI/ML, DevOps, microservices, and enterprise software systems.
• Must have demonstrated experience in establishing and managing metrics that drive performance, process efficiency, data driven decisions, and automation.
• Must have an in-depth understanding of IT Service Management (ITSM) frameworks, with expert-level knowledge of the ITIL framework and best practices, including incident management, problem management, change management, service request fulfillment, and service continuity.
• Must have strong experience leading, mentoring, and developing high-performing technical teams, including resource management, skill development, and career progression initiatives.
• Must have demonstrated experience in financial management for IT service teams, including budget development, cost forecasting, and resource optimization.
• Must have hands-on experience working in DoD or federal government environments, with a solid understanding of relevant standards and regulations (e.g., NIST 800-53, FISMA, and DoD cybersecurity directives).
• Must have an active DoD Secret Security Clearance
• Must be able to obtain, and maintain, higher level clearances as required

Desired Requirements:

• Have experience supporting the MDA missions or environment.
• Have Project Management experience.
• Have an ITIL Strategic Leader certification.
• Have a PMP (Project Management Professional) certification
• Have experience supporting national defense missions in a contractor or government capacity.

This position will be posted for a minimum of 3 days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O’Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.