Technical Services Delivery Manager

KLC Consulting, Inc.

Requirement for: Technical Services Delivery Manager, Advanced - Tallahassee FL

Contact: Maggie Manning: ,

End Client: Florida Department of Corrections, Office of Information Technology (OIT), Carlton Building, 501 S. Calhoun St. Tallahassee Florida

Term: Anticipated to be July 1, 2025, through June 30, 2026, with a possible one (1) year renewal term

Due Date: June 18, 2025 at 11am EST

Location of Work: The work will be conducted on-site with the Department's OIT at the Carlton Building at 501 South Calhoun Street and 315 South Calhoun Street, Tallahassee, Florida.

Scope: The Service Delivery Manager will serve as the primary Service Delivery Manager for all Project Management Offices and programs delivering large, complex cloud modernization programs. The duties and responsibilities of this position are as follows:

• Collaborates with service providers to ensure their technical solutions align with the agency's business strategy and architecture;
• Works closely with business unit performance managers and quality assurance staff to review and address service provider issues, analyze and validate information accuracy, and assess the feasibility of proposed solutions;
• Troubleshoots performance issues and resolves problems with service providers;
• Tracks industry trends and stays informed about new technologies to better evaluate business unit service requests and service provider proposals;
• Keeps current on the Department s business strategies and advises on the potential for leveraging solutions across the enterprise;
• Understands the value of technology in the Department s business processes;
• Works with service providers to identify opportunities for innovation, cost reduction, and improved efficiencies, and reviews their solutions;
• Provides input into the technical architecture for cloud modernization projects;
• Responsible for managing service delivery, overseeing technical analysts, driving governance, performing technical analysis, and seeking approval for technical decisions;
• Collaborates with service providers to ensure their technical solutions align with the agency's business strategy and architecture;
• Works closely with business unit performance managers and quality assurance staff to review and address service provider issues, analyze and validate information accuracy, and assess the feasibility of proposed solutions;
• Troubleshoots performance issues and resolves problems with service providers;
• Tracks industry trends and stays informed about new technologies to better evaluate business unit service requests and service provider proposals;
• Keeps current on the Department s business strategies and advises on the potential for leveraging solutions across the enterprise;
• Understands the value of technology in the Department s business processes;
• Works with service providers to identify opportunities for innovation, cost reduction, and improved efficiencies, and reviews their solutions;
• Provides input into the technical architecture for cloud modernization projects; and
• Responsible for managing service delivery, overseeing technical analysts, driving governance, performing technical analysis, and seeking approval for technical decision

Service Delivery Management:

• Oversees the delivery of technical services to ensure they meet the required standards and client expectations;
• Develops and implements service delivery strategies to improve efficiency and effectiveness; and
• Monitors and reports on service delivery performance, identifying areas for improvement.

Managing Technical Analysts:

• Leads and manages a team of technical analysts, providing guidance, support, and mentorship;
• Assigns tasks and projects to technical analysts, ensuring timely and accurate completion; and
• Conducts performance evaluations and provides feedback to team members.

Ownership and Driving Governance:

• Establishes and maintains governance frameworks to ensure compliance with industry standards and best practices;
• Develops and enforces policies, procedures, and guidelines for technical operations; and
• Ensures that all technical activities align with organizational goals and objectives.

Performing Technical Analysis:

• Conducts thorough technical analysis to identify issues, opportunities, and solutions;
• Evaluates and recommends technical solutions based on analysis and industry trends; and
• Collaborates with stakeholders to gather requirements and ensure alignment with business needs.

Seeking Approval of Technical Decisions:

• Presents technical recommendations and decisions to senior management and stakeholders for approval;
• Prepares and delivers detailed reports and presentations to support technical decisions; and
• Ensures that all technical decisions are well-documented and communicated to relevant parties.

NOTE: Any successful Candidate with access to the Department's network is required to complete the Department's Security Awareness Training within 30 calendar days of hire.

NOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.

Candidate Must provide:

1. Candidate's Resume, Skills Matrix, References, Copies of Certifications, and any other supporting documentation, if desired (i.e., recommendations, etc.
2. Signed Resume Self-Certification Form (Exhibit E)
3. Must submit required and preferred skills/experience skills matrix.
4. Must provide a list of three professional references

Skills Matrices

Experience not identified through an applicant s resume may be excluded from consideration. Years of experience should be expressed in the description box.