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Job Title IT Service Delivery Manager
Location Arlington, VA
Job Type Full-Time Regular
Job Description

Position Title: IT Service Delivery Manager

Contract: CISS

Bill Rate: Open to negotiation

Pay Rate: 140k

Clearance Required: An active TS/interim TS is highly preferred, however we can accept someone with a Secret if they are willing to immediately upgrade it to TS

Location: 600 19th Street Washington, D.C.

Employment Type: Full time – Direct hire highly preferred



Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the company’s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Responsibilities:

Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability. Instill service orientation and ITSM awareness.
Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.

Experience & Skills:

Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field

10-15 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.

At least 5 years’ experience in delivering IT Service Management (ITSM) and process management through a structured approach, preferably in a US Federal Government environment; including ISO20000 and CMMI certification.

Excellent communication skills.

Service, project and results-orientation, with strong analytical and problem solving skills.

High-energy work ethic, ability to establish vision, drive change and deliver results.

Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

Experience of ITSM software applications and tools, analysis, and reporting.

Knowledge of developing and managing continuous improvement programs.

Certifications:

ITIL v3 Expert certification with strong knowledge of ITIL 2011.

ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.