Senior Service Delivery Lead

Job Description

Everforth ECS is seeking a Senior Service Delivery Lead to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

The Senior Service Delivery Lead directs enterprise-level service delivery operations across WDP's full multi-enclave cloud environment, driving customer experience improvements, workflow modernization, and mission-aligned service performance outcomes at scale. This role provides senior operational and strategic leadership bridging platform engineering, cybersecurity, data operations, and executive stakeholders to ensure continuous service excellence in support of DoW mission priorities.

Directs enterprise service delivery operations supporting mission customers across multi-enclave cloud environments, including Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community platforms used for large-scale defense analytics programs such as War Data Platform (WDP) Core Integration and Joint All-Domain decision environments.
Leads customer experience design by developing service interaction models, graphical interface enhancements, workflow improvements, and user journey optimizations grounded in operational data, performance indicators, and mission requirements.
Prioritizes service requests using structured evaluation criteria, operational urgency, resource availability, and mission impact scoring, coordinating with platform engineering, cybersecurity, onboarding, access management, and data operations teams to accelerate throughput and eliminate bottlenecks.
Designs and maintains service delivery dashboards displaying key performance parameters, ticket cycle time metrics, service-level performance, user sentiment indicators, and quality control findings.
Oversees modernization activities introducing workflow automation, artificial intelligence classification, intelligent routing, robotic process automation, and standardized catalog structures to reduce triage load and improve executive reporting accuracy.
Facilitates stakeholder working groups, leadership briefs, and operational readiness reviews to align service delivery improvements with command objectives, program milestones, and enterprise user support strategies.
Develops communication products, service catalog updates, graphical interface prototypes, and performance summaries that inform decision-making at the O-6, Senior Executive Service, and program management levels.
Delivers measurable gains in customer satisfaction, request velocity, operational predictability, and enterprise usability through disciplined execution, data-driven prioritization, and continuous service enhancement.
Performs other duties as assigned.

Required Skills

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
10 or more years of progressive experience leading enterprise IT service delivery programs in federal government or DoW environments, with demonstrated responsibility for customer experience design, service-level performance management, and cross-functional operational coordination across classified or multi-enclave cloud platforms.
Scaled Agile Framework (SAFe) Lean Portfolio Manager (LPM) certification, demonstrating validated expertise in Lean portfolio management, value stream alignment, and agile program governance in support of complex, mission-driven delivery environments.
Demonstrated experience designing and operating service delivery dashboards and performance reporting frameworks, including the use of enterprise ticketing and service management platforms such as ServiceNow or Jira Service Management, to track cycle time, service-level objectives, and user sentiment across tiered support operations.
Experience leading service modernization initiatives incorporating workflow automation, AI-assisted classification, intelligent routing, or robotic process automation (RPA) within a DoW or federal government service delivery context.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Desired Skills

Active Top Secret (TS) security clearance.
ITIL v4 Managing Professional certification or equivalent, demonstrating formal expertise in service value chain design, service-level management, and continual improvement practices applicable to enterprise DoW platform environments.
Familiarity with Zero Trust Architecture principles and DoW cybersecurity compliance requirements as they apply to user access workflows, service catalog governance, and cross-enclave service delivery operations spanning NIPRNet, SIPRNet, and JWICS.
Experience operating within or directly supporting a Scaled Agile Framework (SAFe) program increment (PI) planning cycle, including coordination of service delivery workstreams with software engineering, platform operations, and data teams in a DoW Agile Release Train (ART) construct.
Demonstrated ability to develop and present executive-level briefings, service performance analyses, and operational improvement recommendations to senior military officers, Senior Executive Service leaders, and program management stakeholders in a DoW or Intelligence Community environment.

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We value:

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven