Cyber Security - Service Delivery Manager - DoD

INNOVIM Defense Services is seeking a Cyber Security - Service Delivery Manager to join our team supporting the Integrated Research and Development for Enterprise Solutions (IRES) program at the Missile Defense Agency (MDA). INNOVIM supports the development, implementation, sustainment, and operations of enclaves and systems that manage missile defense training, events, analysis, and operations.

Location: Huntsville, AL or Colorado Springs, CO
Positions Available: 1
Position Closes: 9/22/25
Relocation Assistance: NONE

The candidate will:

The Cyber Security - Service Delivery Manager (SDM) is responsible for ensuring consistent, reliable, and efficient
cybersecurity service delivery within a technical domain. The SDM ensures high-quality service and drives continuous
improvement through standardized management practices, measuring team efficiency, and fostering ongoing team
development. This role acts as the primary point of contact for leadership regarding the performance of IT and
cybersecurity service delivery in design, transition, deployment, and operational support. The ideal candidate brings
strong leadership, interpersonal, and management skills, along with a solid understanding of cybersecurity services,
enterprise operations, and mission-critical IT environments.

Key Responsibilities:

• Service Level Management:
  
  • Oversee end-to-end delivery of cybersecurity service quality. Monitor, manage, enhance, and report on IT service performance against agreed SLAs and KPIs.
• Team Leadership and Development:
  
  • Foster a culture of continuous improvement and knowledge sharing. Ensure the team has the necessary skills and resources to deliver excellent service.
• Incident and Problem Management:
  
  • Oversee resolution of major incidents and problems impacting cybersecurity service delivery. Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions.
• Service Engineering Principles:
  
  • Understand, evangelize, and enforce service delivery lifecycle principles (envisioning, design, plan, stabilize, and deploy phases).
• Change and Release Management:
  
  • Collaborate with Change Management to ensure changes to cybersecurity services are implemented effectively, efficiently, and with minimal disruption.
• Continuous Improvement:
  
  • Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost effectiveness.
• Reporting and Communication:
  
  • Provide regular reports on service performance to senior management and business stakeholders.
• Vendor Management:
  
  • Manage relationships with key IT and cybersecurity vendors, ensuring services meet contractual obligations.
• Budget Management:
  
  • Contribute to development and management of the service delivery budget. Track and control service delivery costs.
• Control Account Management:
  
  • Maintain awareness of financial health for assigned projects, including budgeting, forecasting, and variance analysis.
• Operations Maintenance and Sustainment:
  
  • Oversee and actively participate in operational maintenance and sustainment activities.
• Resource Management:
  
  • Optimize allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs.

The successful candidate will:

• Have strong relationship management skills
• Be able to communicate effectively with both technical and non-technical audiences
• Be able to work under pressure and manage multiple priorities effectively

Basic Requirements:

• Must have 12, or more, years of general (full-time) work experience
• May be reduced with completion of advanced education
• Must have 5, or more, years of experience in an IT Service Delivery Manager or similar role.
• Must have 1, or more, years of experience working in a management or leadership role
• Must have experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
• Must have an in-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Must have excellent analytical, problem-solving, and decis