Service Delivery Manager

Job Description: Service Delivery Manager

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Service Delivery Manager for a career where your growth is just as important as the mission you support.

Meaningful Work and Personal Impact

As a Service Delivery Manager, the work you’ll do at GDIT will be impactful to the mission of our organization. You will play a crucial role in the following:

• Ensure high-quality service delivery to customers through effective management of tools, operations and processes.
• Work with service desk leadership to ensure customer needs are known and assists with escalations and execution.
• Work with the ServiceNow team to ensure customer requests for enhancements, defects, and maintenance of the platform are being performed efficiently.
• Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery.
• Track KPIs, manage SLAs, conduct service reviews, and ensure continuous service improvement.
• Act as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication.
• Gather requirements to write agile stories that effectively and efficiently capture needs and functionality.
• Lead, mentor, and manage IT staff in an Agile environment, fostering a team-oriented, problem-solving environment.
• Work to implement ITIL best practices, drive automation, and optimize processes for efficiency.
• Assist with the development of policies and procedures and ensures their conformance with goals and objectives.
• Assist customers by working with our IT teams to ensure the development and administration of schedule and performance requirements.
• Keep well-informed of new technologies and industry best practices and trends and then plan and advise for implementation.
• Manage customer relationships.
• Provide guidance and solutions to ensure customer needs align with strategic initiatives.

What You’ll Need to Succeed

Bring your expertise along with a drive for innovation to GDIT. The Service Delivery Manager must have:

• Education: High school diploma required or AA or Bachelor's degree.
• Experience: 12+ years with High School Diploma or 10+ years with Associate's degree or 8+ years related experience with Bachelor's degree (applicable certifications can be considered in place of years of experience).
• Required Skills:
• Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows.
• Strong understanding of ITSM principles and ITIL v4 processes.
• Demonstrable experience in Agile/Scrum methodologies.
• Ability to lead, build Agile teams, resolve conflicts, and drive results.
• Excellent communication and interpersonal skills for technical and business discussions.
• Keen familiarity with contact center operations.
• Knowledge of Automatic Call Distribution (ACD) systems.
• Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle.
• Strong analytical thinking and problem-solving skills.
• Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements.
• US Person
• Location: Remote
• Preferred Certifications:
• ITIL v4
• Agile certifications
• ServiceNow Certified Systems Administrator
• ServiceNow Product Owner certification
• SDI Service Desk Manager and/or other service delivery certifications a plus
• HDI Certification Courses a plus

GDIT Is Your Place

At GDIT, the mission is our purpose, and our people are at the center of everything we do. We offer growth opportunities through an AI-powered career tool, an internal mobility team, comprehensive benefits, and a full-flex work week. We pride ourselves on an award-winning culture of innovation and a military-friendly workplace.

Key skills/competency

• ServiceNow Platform
• ITSM Principles
• ITIL v4 Processes
• Agile/Scrum Methodologies
• Customer Relationship Management
• SLA Management
• KPI Tracking
• Team Leadership
• Process Optimization
• Contact Center Operations