IT Service Delivery Manager

The Defense Enclave Services (DES) contract provides Information Technology (IT) Operations and Maintenance O&M), network modernization, and migration services for the Defense Information Systems Agency (DISA) to deliver a single digital enterprise that establishes a modern infrastructure foundation and unified architecture required to deliver cohesive combat support capabilities to the warfighter.

CLEARANCE REQUIREMENT:

• Must hold an active Secret clearance prior to start. (US Citizenship required)

PRIMARY RESPONSIBILITIES:

• Must be willing to be onsite at DISA Headquarters (Fort Meade, MD) 3+ days per week

• Oversee the planning, execution, and optimization of IT services to ensure they meet business objectives and customer expectations.

• Proactively identify and address potential service disruptions to minimize their impact on the business.

• Collaborate with business stakeholders and senior government personnel to understand service needs and ensure that IT services align with their objectives.

• Manage and optimize the performance of IT infrastructure components, including servers, storage, networking, and security systems.

• Lead a team of front-line managers chartered with 24/7 NOC, compute/cloud/storage, and LAN transport

• Monitor and analyze incident and problem management data to identify trends and root causes and implement corrective actions to prevent future occurrences.

• Continuously evaluate and improve the service delivery process to enhance customer satisfaction and operational efficiency.

• Ensure the security and integrity of domain services infrastructure.

• Coordinate with other IT teams to ensure seamless integration of domain services.

• Manage the change management process to ensure that changes to IT infrastructure are implemented effectively and with minimal disruption.

• Provide technical leadership and guidance to infrastructure support teams.

• Ensure the availability, reliability, and performance of IT infrastructure.

• Manage and optimize infrastructure costs.

• Ensure processes are in place to review, update, and develop documentation for system and network services, data storage operations and maintenance processes and procedures, and provide recommendations for improvements/changes.

• Provide support to Migration team supporting the transition of DAFAs to the DES enterprise.

• Ensure timely and accurate delivery of contractually obligated deliverables (CDRLs) to meet project milestones and customer expectations.

• Research, evaluate, and recommend new technologies and services to improve service delivery and support business objectives, considering the potential impact on program staffing needs.

• Assist in the implementation and adoption of new technologies and services.

BASIC QUALIFICATIONS:

• Bachelor’s degree Computer Science or related field and 8+ years of relevant experience. Equivalent years experience may be considered in lieu of educational requirements.

• Requires 8+ years of IT/Computing Operations experience, including 7+ years leading large-scale enterprise teams. Must have expertise in leadership, planning, and executing IT operations.

• Excellent communication and interpersonal skills, including the ability to effectively communicate technical information to both technical and non-technical audiences.

• Demonstrated expertise in Enterprise Operations, including management of enterprise operation centers.

• Strong leadership skills, with the ability to motivate and inspire teams to achieve their goals. A collaborative and team-oriented approach, with the ability to work effectively with colleagues across different departments and levels.

• Excellent problem-solving and analytical skills, with the ability to identify and resolve complex issues in a timely and efficient manner.

• A strong customer focus, with a commitment to providing exceptional service to internal and external customers.

• Demonstrated experience in operations and maintenance of complex IT solutions in a large scale, distributed enterprise.

PREFERRED QUALIFICATIONS:

• A certification in IT Infrastructure Library (ITIL) demonstrates a strong understanding of IT service management best practices.

DISADES

External Referral Eligible

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipa