Manager, IT Service Delivery - (Hybrid Schedule)

Position Description

Serco Inc. is seeking a Mid-Level IT Service Delivery Manager with a strong technical foundation and exceptional communication skills. The ideal candidate will bring practical experience in IT service delivery and technical development, enabling them to effectively align operations with development teams.

 

In this role, you will serve as a critical liaison between IT and business stakeholders, facilitating clear communication, prioritizing tasks, and ensuring IT services align with organizational goals. You will monitor performance metrics, champion continuous improvement initiatives, and uphold compliance with industry standards and best practices.

 

Success in this role requires effectively overseeing service delivery processes, managing service level objectives (SLOs), and collaborating with cross-functional teams to resolve incidents and implement effective solutions. The ideal candidate should be highly self-motivated, capable of working independently, and able to take initiative in managing tasks and driving outcomes.

 

The role will report to a Sr. Manager or Director.

 

This position is contingent upon your ability to obtain and maintain a DoD Secret security clearance 

 

In this role, you will: 

• Act as a primary liaison between technical teams, developers, and business stakeholders to ensure clear communication and alignment on project objectives.
• Collaborate with various departments to understand their IT needs and customize services accordingly.
• Define, track, and report on Service Level Objectives (SLO’s) and other service delivery metrics to ensure service delivery meets or exceeds agreed-upon standards.
• Oversee the resolution of critical incidents, ensuring minimal disruption to business operations.
• Identify and implement improvements to existing service delivery processes to increase efficiency, ensuring compliance with organizational and security requirements.
• Working with the Project Management Office, lead the delivery of IT services and technical projects, ensuring timelines, budgets, and quality standards are met.
• Foster a culture of continuous improvement within the service delivery team by identifying opportunities for efficiency and innovation.
• Provide regular updates to senior leadership and key stakeholders on project status, risks, and mitigation strategies.
• Develop and maintain IT service policies, procedures, and documentation.
• Manage vendor relationships and ensure third-party deliverables meet contractual obligations.

 

GET TO KNOW YOUR RECRUITER! 

https://serco.kzoplatform.com/player/medium/2794495008890164823

Qualifications

To be successful in this role, you will have:    

• Ability to obtain a DoD Secret security clearance 
  • U.S Citizenship required 
• Bachelor's degree in information technology, Computer Science, or a related field
  • Or a High School Diploma and minimum 7 years of experience in IT service delivery or technical project management roles, preferably within a DoD or similarly regulated environment 
• Minimum 3 years of experience in IT service delivery or technical project management roles, preferably within a DoD or similarly regulated environment
• Excellent leadership, communication, and interpersonal skills
• Demonstrated experience working with technical and developer teams to deliver successful outcomes
• Familiarity with Microsoft 365 tenant management concepts and related technologies
• Proficiency in back-office technologies supporting IT operations, including network infrastructure, cloud infrastructure, database systems, and application management
• Understanding of ITIL or other IT service management frameworks
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience using ITSM solutions like ServiceNOW
• Ability to work independently with minimal supervision or guidance
• Ability to travel up to 10%

Additional desired experience and skills: 

 

• Active DoD Secret security clearance 
• Experience in a government or defense contracting environment
• Certification(s) in ITIL, PMP, or IT related disciplines
• Hands-on technical experience with Microsoft 365 administration or related cloud technologies

 

If you are interested in supporting and working with passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

 

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