Service Delivery Manager

About the role

The Service Delivery Manager leads day-to-day Service Desk activities for a federal IT support program serving approximately 700 users across headquarters and distributed field locations. This role is responsible for maintaining service levels, coordinating a small team of technical support staff, and ensuring consistent delivery of IT support services within an IT Service Management (ITSM) environment.

The Service Delivery Manager reports to the Director of Operations / Senior Program Manager and supports execution of established service delivery processes, performance tracking, and continuous improvement efforts.

*This role is contingent upon contract award. *

Responsibilities

• Lead daily Service Desk activities across Tier 1, Tier 2, and Tier 3 support personnel
• Monitor service level performance, including response times, resolution rates, and customer satisfaction metrics
• Serve as the primary point of contact for Government stakeholders, including the Contracting Officer's Representative (COR), for routine service delivery matters
• Track and report service desk metrics, including ticket volume, first call resolution, and backlog trends
• Ensure all incidents and service requests are documented, tracked, and resolved within the ITSM system (ServiceNow)
• Coordinate escalation of complex issues and support timely resolution through appropriate technical resources
• Manage workload distribution and staffing coverage to meet service demand, including surge support when required
• Support knowledge management activities, including development and maintenance of knowledge articles and standard operating procedures
• Oversee execution of IT asset management activities, including coordination of asset tracking, imaging, deployment, recovery, and decommissioning processes
• Identify service delivery issues and implement corrective actions to maintain performance standards
• Support ongoing service improvements within the established team structure
• Other duties as assigned.

Qualifications

• Minimum of 10 years of experience in IT service delivery, service desk operations, or IT operations support
• Demonstrated experience managing a tiered Service Desk (Tier 1-3) in a federal or enterprise IT environment
• ITIL v3 Foundation certification (required)
• Hands-on experience using ServiceNow ITSM platform (required)
• Experience tracking service level agreements (SLAs) and performance metrics
• Experience supporting or overseeing IT asset management lifecycle activities (inventory, imaging, deployment, tracking, and decommissioning)
• Ability to lead a small team while remaining engaged in day-to-day service delivery activities
• Strong communication skills with experience interfacing with Government stakeholders
• Experience supporting distributed users and remote support environments

Preferred

• Experience supporting federal agencies or government contracts
• Familiarity with endpoint support environments (Windows 11, O365, remote access tools, mobile devices)
• Experience supporting asset accountability and audit support activities
• Salary Range: $100,000 to $140,000

Pay and benefits

The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.