Service Delivery Manager Job Listing at SAIC in REMOTE WORK, VA (Job ID 2412835)

Description

Description

SAIC is seeking a highly motivated Service Delivery Manager to join our expanding, multi-disciplined team of professionals operating our DOI FBMS BIO Team. The selected individual will report directly to the Program Manager and Senior Director. The successful candidate will be a detail oriented, self-starter instrumental in the coordination, administration, and management of this unique applied research program. 

In this role as the Service Delivery Manager you will be responsible for overseeing the operations and sustainment of FBMS BIO Team.   You will be responsible for operations of the Service Management tool, Ivanti. You will monitor all the tickets and assign them to the appropriate resource. You will coordinate with technical team leaders to identify priorities and collaborate with these team leads to translate priorities into project execution plans. You will also support and ensure successful programmatic execution including financial, contractual, administrative and security functions, through coordination with the program business operations leadership. You will be responsible for SLA and status reporting.

Job Duties:

• Developing and maintaining strong relationships with clients or customers
• Creating and implementing service delivery plans and strategies
• Monitoring and evaluating service performance against SLAs
• Managing and resolving customer escalations and complaints in a timely manner
• Providing regular updates and reports on service delivery metrics and performance. Bi-weekly and annual reports are required
• Conducting service reviews and meetings with clients to address concerns and gather feedback
• Manage and monitor the operations and management performance of vendors providing support services to Program operations
• Manage, schedule and monitor patching schedules for all environments
• Manage, schedule and monitor environment updates
• Direct and control all aspects of inventory management associated with research operations. Including physical (VM inventory) and logical resources located at local and remote locations.
• Coordinate across programmatic lanes (e.g. schedules, financial, operations) and technical lanes (e.g. research, systems engineering, test and evaluation) efficiently and effectively, with ability to ensure end-to-end closure throughout execution, identify shortfalls, and adjust plans throughout the organization with ability to influence key decisions, and escalate issues at the appropriate time
• Support the Senior Program Director and Project Manager in the monitoring and analysis of schedule, cost and resource planning to ensure projects and tasks are completed on time and fulfill the objectives of the program
• Develop and deliver presentations to customers, leadership and program stakeholders

Qualifications

Required:

• Bachelors and 5 years or more of related experience( four years experience in lieu of degree)
• Ability to obtain and maintain a DOI Public Trust requiring U.S. Citizenship. 
• Experience leading in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
• Hands on experience overseeing program operations and logistics to influence and execute program decisions.
• Analytical, planning, program management and problem-solving skills.
• High energy, ability to multi-task and a strong work ethic.

Desired:

• Experience in Ivanti ticketing system or other O&M service management tools, research, software engineering,  in support of Government customers
• Ability to lead and influence cross-functional work groups, manage project teams and achieve results

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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