"Alerted.org

Clearance:** **Ca** **ndidates with active Public Trust are preferred, but it's not required.

5 days a week onsite

Service Delivery Manager will oversee the delivery of IT services to customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives.

Key responsibilities include:

• Lead and manage a team of 10–15 IT professionals delivering Tier 2 and Tier 3 support services across multiple local and remote sites.

• Provide strategic direction and daily operational oversight, ensuring timely resolution of incidents, service requests, and escalations.

• Serve as the primary point of contact for end-user service delivery, representing Client to customer leadership and ensuring alignment with mission objectives.

• Collaborate closely with Service Desk, Engineering, and Operations teams to ensure seamless escalation, handoff, and resolution processes.

• Monitor and report on service performance, driving adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Maintain data integrity and operational accuracy in the ServiceNow ticketing system, ensuring issues are logged, categorized, and resolved efficiently.

• Develop and maintain a comprehensive knowledge base and standard operating procedures for the service delivery team.

• Identify and implement process improvements, automation opportunities, and technology enhancements that improve service efficiency and user experience.

• Conduct regular meetings with customer leadership to review performance, discuss escalations, and drive continuous improvement.

• Deliver weekly operational reports to the Client Program Manager and contribute to monthly SLA deliverables.

• Manage staffing, performance evaluations, professional development, and recognition of team members.

• Foster a collaborative, customer-focused culture that emphasizes quality, accountability, and continuous improvement.

Requirements:

• Bachelor’s degree and 10+ years of relevant experience (an additional 4 years of experience may substitute for a degree).

• Demonstrated leadership experience managing IT service delivery or operations teams.

• Strong understanding of IT service management (ITSM) frameworks, including incident, request, and problem management.

• Experience managing distributed technical teams and delivering services across multiple customer sites.

• Excellent communication, collaboration, and customer relationship management skills.

• Proven ability to multitask and prioritize in a dynamic, fast-paced environment.

• Proficiency in ServiceNow or other enterprise ITSM platforms.

• Solid understanding of performance metrics, SLA management, and reporting.

• Commitment to customer satisfaction and service excellence.

Desired Qualifications

• Prior experience supporting Federal agencies.

• Experience working in a litigation or high-visibility environment.

• ITIL certification (v4 Foundation or higher).

• PMP certification preferred.

Position Details:

+ Pay Rate / Range:____$43-$53.55______

_The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions._

+ Benefits (Regular, Full Time Employees):

+ Medical, Dental, and Vision offerings

+ Weekly Direct Deposit

+ Paid Holidays and Personal Time Off

+ 401(k) with match

+ Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages

+ Pre-Paid Legal and Employee Assistance Programs

+ Northwest Federal Credit Union Membership

+ BB&T @ Work Program

This program requires US Citizenship

_ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans_