What are the responsibilities and job description for the Senior IT Service Delivery Manager position at Jobright.ai?
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Job Summary:
NextGen Federal Systems is an innovative technology and professional services provider specializing in advanced software solutions. The Service Delivery Manager is responsible for overseeing IT service delivery operations, ensuring high-quality support, and driving continuous service improvement while reporting to government leadership.
Responsibilities:
• Lead and manage end-to-end IT service delivery operations based on ITIL best practices, ensuring high-quality support across Tier 0–4 services.
• Supervise a 24/7 service desk and support organization, ensuring service level agreements (SLAs) and performance indicators (KPIs) are consistently met or exceeded.
• Drive continuous service improvement (CSI) initiatives, applying insights from performance data, customer feedback, and root cause analysis.
• Establish and maintain Business Relationship Management (BRM) practices to improve client satisfaction and stakeholder engagement.
• Provide regular reporting to government leadership on service delivery performance, customer issues, and actionable recommendations.
• Coordinate mission and site support services, ensuring seamless IT operations and alignment with agency objectives.
• Oversee project planning, task assignment, cost management, and resource control using industry-standard project management tools and techniques.
• Ensure quality deliverables are consistently produced while managing scheduling and resource allocation efficiently.
• Collaborate closely with senior government staff and internal teams to ensure that project goals, IT service strategies, and performance expectations are achieved.
• Serve as a subject matter expert in ITSM, IT service operations, and service governance practices.
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Management, or a related field.
• A minimum of eight (8) years of recent experience (within the last two years) in IT enterprise service delivery, supporting environments aligned with ITIL and industry best practices.
• Proven experience leading service delivery teams in high-availability, customer-focused support environments.
• Demonstrated expertise with ITSM platforms, change control, incident/problem management, and performance tracking.
Preferred:
• Current ITIL certification (e.g., ITIL v4 Foundation or higher).
• Experience with enterprise-scale service desk operations and managing performance across geographically distributed teams.
• Familiarity with tools such as ServiceNow, Remedy, or similar ITSM platforms.
• Strong interpersonal and communication skills with a record of effective collaboration with government and contractor teams.
Company:
NextGen Federal Systems designs, develops, implements, and manages information technology and software solutions. Founded in 2010, the company is headquartered in Morgantown, West Virginia, USA, with a team of 201-500 employees. The company is currently Growth Stage.
