Service Delivery Manager

Program/Project Management Vicksburg, Mississippi Job ID: 2017-565


Description

About the Team

STG, Inc. is a leading provider of mission-critical technology, cyber and data solutions to more than 50 US Federal Agencies. STG has been consistently listed amongst Washington Technology’s Top 100 Government Technology Contractors. We provide performance-oriented solutions in cyber security and secure information systems, software development, systems and services, and intelligence and analytics. We serve our customers at more than 250 locations at home and overseas.

About the Job

STG, Inc. is seeking a Service Delivery Manager to add to its team in support of the U.S. Army Corps of Engineers.  This position is located in Vicksburg, Mississippi.  The Service Delivery Manager will assist the Information Technology Services Manager (ITSM) as a liaison between headquarters, Divisions, Districts, Labs and Centers, customers and the program to ensure alignment of IT services with current and future requirements. The Service Delivery Manager is responsible for developing relationships with all key stakeholders, including customers, Operations, IT personnel, to ensure that risks to the customer, business, or IT are identified and controlled. Reports all activities and progress to the ITSM Manager and program management so they have continued visibility over strategic operations.  The Service Delivery Manager along with the Service Level Management Team will ensure contract compliance with service level requirements, service level agreements and other contract requirements as assigned.

Key Responsibilities

  • Communicate and manage existing service delivery problems, including customer complaints.
  • Participate in compliance and audit activities related to services offered by the company to the customer.
  • Develops and or initiates activities to enhance current customer Service Catalog/Service Portfolio in alignment with ITSM best practice.
  • Guide the development of new or changed Service Management processes in accordance with customer Service Catalog.
  • Leads the Service Level Management team in designing/reporting of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) at regular intervals.
  • Assists customers in identifying and documenting current and future service requirements.
  • Ensure that all new or changed Service Management processes align with program initiatives.
  • Schedules and conducts regular service performance reviews and document progress.
  • Provides ITSM theory and methodology training to customers, IT personnel, and management as needed and directed.
  • Generating process improvements that bring about measurable improvement in quality and/or efficiency.
  • Responsible for identifying opportunities for process improvement, developing and implementing best practice and continuous improvement initiatives for a business unit.

Minimum Qualifications

  • Bachelors degree from an accredited college or university in IT Management or related field.
  • 7+ years of technical program related experience in a government contracting environment.
  • Experience in negotiation of contract service levels and service level agreements.
  • Active Secret clearance
  • ITILv3 Expert within 180 days of hire.
  • Six Sigma Black Belt within 180 days of hire.

Preferred Qualifications

  • 10+ years of technical program related experience in a government contracting environment.
  • Masters degree from an accredited college or university in IT Management or related field.
  • Experience with DoD regulations regarding framework implementation.
  • ISO 20000 Qualify Certified Professional

 

The employment policy of STG, Inc. is to provide equal employment opportunity for all qualified employees and applicants without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status and to ensure affirmative action is taken in fulfillment of this policy.