Service Delivery Manager

Responsibilities for this Position

Location: Any Location / Remote
Full Part/Time: Full time
Job Req: RQ214554


Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
None

Job Family:
Functional Experts

Job Qualifications:

Skills:
Agile Methodology, Call Center Systems, ITIL Fundamentals, IT Service Management (ITSM), ServiceNow Platform
Certifications:
None
Experience:
8 + years of related experience
US Citizenship Required:
No

Job Description:

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Service Delivery Manager for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT
As an Service Delivery Manager, the work you'll do at GDIT will be impactful to the mission of our organization. You will play a crucial role in the following:

• Ensure high-quality service delivery to customers through effective management of tools, operations and processes
• Works with service desk leadership to ensure customer needs are known and assists with escalations and execution
• Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently.
• Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery
• Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement
• Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication
• Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality
• Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment
• Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency
• Assists with the development of policies and procedures and ensures their conformance with goals and objectives
• Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements
• Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation
• Manages customer relationships
• Provides guidance and solutions to ensure customer needs align with strategic initiatives

WHAT YOU'LL NEED TO SUCCEED
Bring your expertise along with a drive for innovation to GDIT. The Service Delivery Manager must have:

Education: High school diploma required or AA or Bachelors degree
Experience: 12+ years with High School Diploma or 10+ years with Associates degree or 8+ years related experience with Bachelors degree (applicable certifications can be considered in place of years of experience)

Required Skills:

• Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows
• Strong understanding of ITSM principles and ITIL v4 processes
• Demonstrable experience in Agile/Scrum methodologies
• Ability to lead, build Agile teams, resolve conflicts, and drive results
• Excellent communication and interpersonal skills for technical and business discussions
• Keen Familiarity with contact center operations
• Knowledge of Automatic Call Distribution (ACD) systems
• Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle
• Strong analytical thinking and problem-solving skills
• Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements
• US Person

Location: Remote

Preferred Certifications:

• ITIL v4
• Agile certifications
• ServiceNow Certified Systems Administrator
• ServiceNow Product Owner certification
• SDI Service Desk Manager and/or other service delivery certifications a plus
• HDI Certification Courses a plus

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Flexibility: Full-flex work week to own your priorities at work and at home
Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $97,968 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Remote

Work Location:
Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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GDIT supports and secures some of the most complex government, defense, and intelligence projects across the country.

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