OCONUS Service Delivery Manager (location is Camp Humphreys, Korea)

NCI; Guildford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A technology solutions firm located in the United Kingdom is seeking a qualified individual to oversee customer service center operations. The role involves managing IT support staff and ensuring the quality of service delivery while complying with Army standards. Candidates should have at least five years of relevant experience, certifications such as CompTIA Security+ and ITIL V3, and must be eligible for SECRET Clearance. This on-site position requires occasional travel and may involve after-hours work.

Qualifications

• Five years in IT or related area required.
• Must possess CompTIA Security+ and ITIL V3 certifications.
• Eligible for SECRET Clearance.

Responsibilities

• Oversee customer service center service delivery and operations.
• Manage daily operations of a Service Desk with 10+ personnel.
• Develop processes to improve customer satisfaction.

Skills

ITIL V3

CompTIA Security+

Project Management

Service desk tools

Tools

ServiceNow

Remedy

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

Responsibilities

Key Responsibilities: Work location is Camp Humphreys, Korea.

• Oversees all aspects of customer service center service delivery teams and operations.
• Daily interaction with team leads to ensure objectives of the organization and customer service quality are maximized; experience conducting performance reviews of IT services.
• Ensures continuous improvement is a focus area.
• Manage and supervise a multi-work center IT support staff, ensuring consistent service quality across locations.
• Oversee daily operations of a customer‑support Service Desk with a team of 10 or more personnel.
• Develop and implement processes to improve IT service delivery and customer satisfaction.
• Act as the primary liaison between IT teams and customers to ensure prompt resolution of incidents and requests.
• Monitor and report on key performance indicators (KPIs) related to service desk operations, including response times and customer feedback.
• Ensure compliance with all applicable Army standards and regulations concerning Protected Distribution Systems (PDS).
• Perform or coordinate PDS inspections in accordance with Army requirements.
• Collaborate with cross-functional teams including cybersecurity, network, and infrastructure groups to ensure service continuity and compliance.
• Manage training, performance evaluations, and professional development for service delivery staff.

Qualifications

Shall possess:

1) Five (5) or more years in the field or related area 2) Certifications: CompTIA Security+, ITIL V3 3) SECRET Clearance

Preferred Qualifications:

• Experience supporting DoD or military IT contracts.
• Project Management Professional (PMP) Certification strongly desired
• Knowledge of Army Communications‑Electronics Command (CECOM) policies or equivalent.
• Experience with service desk tools and ticketing systems (e.g., ServiceNow, Remedy).

Physical Requirements

This position requires the ability to perform the below essential functions:

• May involve multi‑site or remote management responsibilities.
• Occasional travel to support sites or customers.
• Must be able to work in a high‑security environment and comply with all relevant security protocols.

• Primarily on‑site in a secure facility, may require on‑call availability and after‑hours work during outages or upgrades.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.