Service Delivery Manager

Overview

Position Summary

The Service Delivery Manager serves as the Contractor's contract manager and primary authorized interface with the Government Contracting Officer (CO) and Contracting Officer's Representative (COR). This Key Personnel position is responsible for managing, monitoring, and directing contract performance and staff to consistently deliver service quality against all IT Service Management (ITSM) requirements for the National Labor Relations Board's Office of the Chief Information Officer (OCIO).

Primary Responsibilities

Contract and Service Delivery Management:
Ensure all contract requirements are satisfied and service quality is achieved for all tasks and deliverables
Analyze contract fulfillment risks and provide mitigation plans
Develop evaluation methods to assess performance strengths, weaknesses, challenges, and improvement opportunities
Organize contract activities and recommend service delivery approaches and/or new processes supporting the strategic direction and goals of the Enterprise Support Services (ESS) organization
Manage burn-rate for National Dispatch CLIN and all associated Time and Materials costs
Address corrective action requests and respond with plans to satisfy change requirements

Service Desk Oversight:
Oversee two Service Desks with appropriate staff levels, scheduling, and specific operational support procedures
Serve as service escalation point of contact for customers
Ensure service level requirements are established to deliver timely, accurate support services
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Staff and Resource Management:
Formulate, enforce, and enhance work standards
Assign Contractor work and project tasks and schedules
Review work products and resolve work and report discrepancies
Supervise Contractor personnel and communicate policies, plans, and requirements
Manage operational changes and competing priorities to ensure appropriate staffing levels are maintained
Lead and ensure the team follows both new and established processes and procedures efficiently

Reporting and Documentation:
Produce service demand volume and performance reports
Produce and/or validate standard operating procedures and knowledge articles
Contribute to OCIO process and operational support systems workflow definition, development, testing, and implementation

Asset Management:
Oversee the IT Asset Management lifecycle process for user computing devices
Ensure acquisition inspection, recording, tracking, imaging, testing, distribution, recovery, and decommission services

Quality and Customer Experience:
Analyze customer experience feedback results to identify improvement and change opportunities
Take action to improve and refine user support services
Build partnerships across OCIO to realize new and changed service delivery criteria and contribute to solutions

Quality and Customer Experience:
Analyze customer experience feedback results to identify improvement and change opportunities
Take action to improve and refine user support services
Build partnerships across OCIO to realize new and changed service delivery criteria and contribute to solutions

Requirements

Minimum Qualifications

Experience Requirements:
Experience managing work in a fast-paced agile IT Operations environment with a proven ability to manage both immediate service delivery needs and long-term strategic plans, goals, and objectives
Extensive hands-on experience using information technologies such as:
Microsoft O365 and CoPilot products
ServiceNow
MS Azure
Cisco Secure Client
Zscaler
Windows 11
Network topologies
Apple IOS
AV and telecom equipment
Proven leadership experience managing highly technical Service Desk personnel across complex platforms and initiatives
Extensive experience supervising and managing Service Desk operations for the federal government
Experience with Asset Management, Knowledge Management, hardware, software, and peripheral device testing and configuration management
Experience contributing to service delivery workflow processes and related technology development and administration
Highly experienced managing an IT Service Desk and technical support personnel
Experience managing IT asset management for desktop software and user computing device refresh, imaging, testing, distribution, repair, decommission, accounting, security vulnerability mitigation, and moves
Experience composing, validating, and implementing Service Delivery operational processes and technical procedures
Experience producing, analyzing, and making recommendations for service support and delivery changes based on service level requirements and metric results
Experience interacting directly with federal and other contractor personnel on a daily basis
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Technical Skills:
Apply industry best practices within key service management frameworks and methodologies to coordinate competing priorities
Ensure process adherence and compliance with IT security and other federal policies
Serve as technical escalation resource for Service Desk staff
Use available tools and operating procedures to perform management duties, prepare processes and technical support procedures, and produce service demand, operational performance, and asset reports

Preferred Qualifications:
10+ years managing Service Desk functions, staff, and contributing to the development and maintenance of related operational support systems and service delivery processes and procedures
Knowledge of NLRB mission, goals, objectives, operational functions, services, and technologies
Information Technology Infrastructure Library (ITIL) v3 Foundations certification with strong knowledge of ITIL Service Operations and experience demonstrating ITSM industry best practices and standards within service delivery work efforts, products, and operational outcomes

Security Requirements
Must complete NLRB security awareness training prior to working within any NLRB facility
Must successfully pass agency background investigation
Must sign and adhere to Non-Disclosure Agreement (NDA)
Comply with FAR 52.204-9 Personal Identity Verification of Contractor Personnel requirements
Security Clearance: Must pass NLRB background investigation (Tier 1 minimum) to obtain a Public Trust
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Benefits
Medical, dental, vision, disability, and life insurance
Flexible Spending Accounts
401(k)
PTO
Tuition reimbursement
Paid federal holidays

Physical Requirements
Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds as necessary.

Company Summary
Headquartered in Hawaii, KaiHonua, LLC is a Native Hawaiian Organization (NHO) owned SBA Small Disadvantaged Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions. KaiHonua, LLC is an equal opportunity employer. Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

KaiHonua LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions functions and qualifications may vary depending on business needs.

KaiHonua LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

Posted Salary Range

USD $118,000.00 - USD $145,000.00 /Yr.