The SDM will be responsible for leading large-scale IT service delivery initiatives with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.

Work from a Remote location with 25% travel to Washington, DC area for customer and team meetings as required.

Responsibilities include:

Establishing processes to provide consistently high levels of customer service in a cost-effective manner

Assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times.

Responsible for capacity planning, resource scheduling and demand management activities

Responsible for service desk, side desk, and service supply management functions

Build and maintain productive client relationships to drive client satisfaction through successful delivery of services, timely structured meetings and reporting, and responsive escalation management

Identify opportunities for continuous service improvement (CSI) and innovations recommendations that bring efficiencies and value to our client

Provide effective management of Major Incident investigation, escalation and resolution, providing oversight and guidance of troubleshooting activities, customer communications and efficient service restoration.

The SDM assesses current technical needs and help desk inquiries and assigns personnel to resolve each issue. Manage and oversee business hours, after hours and weekend technical activities as needed. Provide mentorship and guidance to technical Team Leads and technicians.

Oversee and work across teams in the development of policies and procedures for service delivery and operations including maintenance policies to ensure that the team operates effectively and reliably. Assist Program Manager in developing service level agreements (SLAs, XLA’s), reports and presentations. Oversee and assist in development of guides for users and technicians.

Oversee Upgrades and Installations to ensure teams adhere to established Agile, Lean, DevSecOps, and ITIL4 practices.

Works across teams to continuously improve the service value stream.

Minimum mandatory qualifications:

a. Bachelors and ten (10) years or more of related experience. A minimum of five years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to current contract.

b. Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.

c. Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.

d. Certified ITIL v3 (Minimally Intermediate or Expert)

f. Must possess strong written and verbal communicators, able to communicate with team members, management personnel, and end users throughout the organization.

Highly recommended qualifications:

a. Recent experience implementing, managing, and modernizing successful self-help/self-heal services.

b. Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification.

c. Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.

d. Recent experience with developing and managing a customer-focused continuous improvement program.

e. Certified ITIL 4 Strategic Leader (or similar to include ITIL 4 Foundation and ITIL 4 Managing Professional).