Service Delivery Manager- 100% Remote

Service Delivery Manager

Responsible for managing, planning, and overseeing service delivery of Cloud-based ERP systems, operations and sustainment of solutions deployed into customer environments.

The company is a wholly owned subsidiary focused on security issues for the U.S. government so that they can bring technology and innovation to customers across government regulated industries.

The company is located in the DC Metro area, a 12-month contract-to-hire.

What You Will Be Doing:

• Manage service delivery for mission critical Enterprise Resource Planning (ERP) systems.
• Identify, measure, report and manage key-performance indicators for service delivery to meet and exceed Service Level Agreement (SLAs)
• Analyze customer technical requirements and organize / co-ordinate experts from the Delivery team and drive those topics to resolution to the satisfaction of the customer.
• Support the customer services teams to build customer-specific cloud roadmaps that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.
• Track, analyze and report on service tickets, ensuring SOC1 and SOC2 compliance in line with companies governance and compliance policies and customer contracts.
• Manage prioritization of tasks with input from Customer Delivery managers when requests for deliverables with competing priorities arise.
• Manage both Sustainment (Ongoing service delivery) and projects and initiatives. Manage scope, quality, schedule, budget, customer satisfaction, communications, and resources (matrix).
• Review and manage RACI per the contract requirements. Track and manage deliverables.
• Participate in continuous improvement activities for service delivery and projects.
• Perform periodic review and analysis of operational metric to determine performance and identify areas for improvement. Create, report and implement improvement plans.
• Track and support vulnerability and risk management
• Champion communications management to cover the needs of the customer, delivery teams, internal audit and management, other stakeholders, and vendors.
• Organize and govern the account documentation repository.
• Consolidate, create and communicate service delivery status, progress, issues and risks effectively and timely, including periodic report creation and distribution.
• Ensure all team members supporting the account(s) have necessary certifications, required trainings and meet all the requirements per the contract.
• Support onboarding and offboarding of resources on the accounts
• Develop and maintain comprehensive project plans, communications plan, to be shared with stakeholders as well as project team members.
• Meet with Delivery Leads, Technical Engagement Managers, and customers to receive and provide detailed briefs, prioritize requests, and clarify specific requirements.

• Measure, track, and report on project performance using appropriate tools and techniques.
• Report and escalate to management and key stakeholders as needed.
• Manage workload prioritization, ensuring resource availability and allocation.
• Manage remote relationships with the Technical Engagement Leads, Delivery Leads, Team members and all stakeholders.
• Develop spreadsheets, diagrams, analysis, presentations, and process maps as needed.

Required Skills & Experience:

• Active Secret clearance or ability to obtain one.
• DoD 8570 certifications (e.g. Security + CE, CISSP, etc.) or ability to obtain within four months of start.
• 5+ years of Service Delivery management experience
• 5+ years of Project and program management experience
• Understanding and experience of ERP systems, Application migration and management
• Understanding of and experience of Infrastructure, IaaS, PaaS, and Cloud technologies
• Understanding and experience of ITIL / ITSM best practices
• Understanding of FedRAMP, NIST 800-53 Security Controls. Understanding of Business Continuity, Disaster Recovery, and Cybersecurity Incident Response plans
• Excellent written and verbal communication skills producing clear, unambiguous deliverables and presentations to all levels of the organization.
• Takes ownership and able to work under pressure to coordinate delivery of high-quality deliverables.
• High sense of ownership
• Ability to work in a fast-paced environment with tight deadlines.
• Ability to multitask supporting multiple initiatives/projects and teams
• Solid organizational skills including attention to detail.
• Strong working skills in Microsoft Word, MS Project, Teams, SharePoint, PowerPoint, Visio, Excel and Outlook.
• Project Management Professional (PMP) or equivalent certification desired

• Experience supporting the Federal Government or DoD in a technical or Project Manager role is desired
• BA or BS in Business, Project Management, Information Technology, Security, or Service Delivery field

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
This position doesn't provide sponsorship.