Senior Service Delivery Program Manager

General information

Requisition # R58787 Locations USA-MS-Stenis Posting Date 02/27/2025 Security Clearance Required Secret Remote Type Onsite Time Type Full time

Description & Requirements

Transform the future of federal services with ManTech! Join a vibrant, energetic team committed to enhancing national security and public services through innovative tech. Since 1968, we’ve partnered with Federal Civilian sectors to deliver impactful solutions. Engage in exciting projects in Digital Transformation, Cybersecurity, IT, Data Analytics and more. Ignite your career and drive change. Your journey starts now—innovate and excel with ManTech!

ManTech seeks a motivated, career and customer-oriented Senior Service Delivery Program Manager to join our team in the DC Metropolitan area or Stennis, MS..

Responsibilities include but are not limited to ​:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization •Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently

• Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders' approval

• Develop and recommend dashboards to support visibility and management of activities and processes

• Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly

• Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage

Minimum Qualifications:

• An ITIL v4 certification

• An IAT level II certification

• A bachelor’s degree

• Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, Project, and Word

Preferred Qualifications:

• DHS experience

• DoD experience

• ServiceNow experience

• Agile experience

Clearance Requirements:

• Must have a current/active Secret clearance with the ability to obtain and maintain a Top Secret clearance.

• The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.<