Service Delivery Director

SourceFactor; Arlington (VA); Hybrid; USD 130,000 - 170,000; Full time

Job summary

SourceFactor, a government contractor in Arlington, VA, seeks a senior leader to oversee a portfolio of federal contracts with strategic oversight and operational discipline. This role requires collaboration with executives, program managers, technical teams, and government stakeholders to strengthen delivery performance and ensure contract compliance.

The ideal candidate will drive modernization, manage governance and KPIs, mentor program leaders, and serve as a trusted escalation point for

Qualifications

• Bachelor’s degree in business, public administration, information technology, or a related discipline; equivalent relevant experience may be considered.
• Significant progressive experience leading service delivery, program operations, or IT services within a federal government contracting environment.
• Demonstrated success overseeing multiple federal programs, task orders, or contracts with responsibility for delivery quality, performance, compliance, and customer satisfaction.
• Experience coordinating cross-functional teams and working directly with government customers and internal leadership.

Responsibilities

• Lead service delivery operations across multiple federal contracts, ensuring performance, quality, compliance, and customer satisfaction.
• Establish, monitor, and improve KPIs, milestones, staffing plans, risks, deliverables, and service-level commitments.
• Oversee contract governance, status reporting, compliance requirements, and performance-management processes.
• Serve as a senior escalation point, resolving complex delivery, staffing, customer, and execution issues with program leadership.
• Manage day-to-day customer engagement at the program level, ensuring responsive communication and alignment with mission priorities.
• Partner with program managers, technical teams, solutions leadership, and talent acquisition to maintain workforce readiness and meet contract requirements.
• Drive process improvement, standardization, and operational rigor across assigned programs.
• Support modernization efforts, including technology transformation, cloud adoption, and legacy-system remediation where applicable.
• Mentor and develop program leaders, helping build a strong service-delivery leadership pipeline.
• Provide leadership with clear program-level insights on performance, risks, staffing, customer needs, and improvement opportunities.
• Contribute delivery expertise to capture and proposal efforts, including staffing approaches and implementation plans.
• Ensure proposed solutions can be delivered within operational, technical, contractual, and workforce constraints.

Skills

Federal contract delivery

Program leadership

Stakeholder management

Risk management

Operations optimization

Education

Bachelor's degree in business/public administration/IT

Job description

SourceFactor's client is a small/mid IT Services Government Contractor based in Arlington, VA. We are helping them find a senior leader to provide strategic and operational oversight across a portfolio of federal government contracts. This role is responsible for strengthening delivery performance, ensuring contract compliance, improving operational processes, and serving as a key escalation point for program teams and government stakeholders.

This is a hybrid role with at least 2 days per week on site in Arlington, VA.

Candidates for this role must be a US Citizen with the ability to obtain a security clearance.

The ideal candidate brings a blend of hands‑on federal program delivery leadership, operational discipline, sound judgment, and the ability to work effectively with executives, program managers, technical teams, and customers. This individual will operate at the intersection of program execution and enterprise-level service delivery strategy, with the capacity to take on broader leadership responsibility over time.

Key Responsibilities

• Lead service delivery operations across multiple federal contracts, ensuring consistent performance, quality, compliance, and customer satisfaction.
• Establish, monitor, and improve key performance indicators, program milestones, staffing plans, risks, deliverables, and service-level commitments.
• Oversee contract governance, status reporting, compliance requirements, and performance-management processes.
• Serve as a senior operational escalation point, resolving complex delivery, staffing, customer, and execution issues in partnership with program leadership.
• Manage day-to-day customer engagement at the program level, ensuring responsive communication and alignment with mission priorities.
• Partner closely with program managers, technical teams, solutions leadership, and talent acquisition to maintain workforce readiness and meet contract requirements.
• Drive process improvement, standardization, and operational rigor across assigned programs.
• Support modernization efforts, including technology transformation, cloud adoption, and legacy-system remediation where applicable.
• Mentor and develop program leaders, helping build a strong service-delivery leadership pipeline.
• Provide leadership with clear program-level insights on performance, risks, staffing, customer needs, and improvement opportunities.
• Contribute delivery expertise to capture and proposal efforts, including staffing approaches, operational plans, solution feasibility, and lessons learned from current programs.
• Ensure proposed solutions can be successfully delivered within operational, technical, contractual, and workforce constraints.

Required Qualifications

• Bachelor’s degree in business, public administration, information technology, or a related discipline; equivalent relevant experience may be considered.
• Significant progressive experience leading service delivery, program operations, or IT services within a federal government contracting environment.
• Demonstrated success overseeing multiple federal programs, task orders, or contracts with responsibility for delivery quality, performance, compliance, and customer satisfaction.
• Strong knowledge of federal contract delivery, including performance reporting, contract governance, staffing, risk management, and compliance requirements.
• Experience managing and developing program managers, team leads, or other delivery leaders.
• Proven ability to work directly with government customers, contracting stakeholders, and internal executive leadership.
• Experience coordinating cross-functional teams spanning program management, technical delivery, recruiting, and business development.
• Strong operational and financial acumen, with the ability to assess delivery risks and make practical, timely decisions.
• Excellent written and verbal communication skills, including the ability to present program status, risks, and recommendations to senior stakeholders.
• Ability to obtain and maintain any security clearance required by assigned contracts.

Preferred Qualifications

• Experience supporting IT modernization, cloud migration, digital transformation, systems integration, or legacy-system modernization initiatives.
• Prior experience supporting proposal development, capture strategy, pricing inputs, staffing plans, or transition planning for federal opportunities.
• Familiarity with IT service management practices, service-level agreements, and performance-based contracting.
• Experience in a growing small or mid-sized government contractor, where leaders balance strategic responsibilities with direct operational involvement.
• PMP, ITIL, Agile, SAFe, or related program and service-delivery certifications.

Leadership Profile

This role requires an independent, collaborative leader who can earn credibility with experienced stakeholders, respectfully challenge assumptions when needed, and translate strategy into disciplined execution. The successful candidate will be comfortable moving between executive-level discussions and detailed program-level problem solving while maintaining a strong focus on customer mission outcomes, team effectiveness, and sustainable growth.