Site Manager II

Service Delivery Manager

Location: Washington DC - Onsite

Role Type: 6- month contact
 

About Our Client
Our client is a long-standing organization supporting large-scale, mission-driven technology operations. They provide comprehensive IT services, infrastructure support, and end-user solutions across multiple federal environments. With a nationwide presence and a focus on reliability, security, and innovation, they deliver critical technology services that enable agencies to achieve operational excellence. Their mission centers on customer commitment, service quality, and continuous improvement.

Job Description
The Service Delivery Manager will oversee the delivery of IT services to DOJ customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives. This individual will provide hands-on leadership, operational oversight, and strategic direction to a distributed team delivering Tier 2 and Tier 3 support.
This role plays a key part in service quality, escalation management, performance reporting, and customer engagement. The ideal candidate will be passionate about driving operational excellence, building strong relationships with customer leadership, and developing high-performing teams.

Duties and Responsibilities
• 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 Leidos 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 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.

Required Experience/Skills
• 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.
• U.S. Citizenship and ability to obtain and maintain a Public Trust clearance.
• 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.

Nice-to-Haves
• Prior experience supporting the Department of Justice or other Federal agencies.
• Experience working in a litigation or high-visibility environment.
• ITIL certification (v4 Foundation or higher).
• PMP certification preferred.

Education
Bachelor’s degree required (or 4 additional years of relevant experience)

Pay & Benefits Summary
• Pay rate up to 54/h W2