Service Delivery Leader - 24x7 Cloud Ops & ITIL Excellence

Everforth ECS; Arlington (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

Everforth ECS seeks a Service Delivery Manager to oversee user and agency-facing functions of the CDM program. You will lead Agency Success, Cyber Operations, Tier 1/2 support, and matrixed SRE teams, driving continuous improvement and strong customer relationships.

The role requires US citizenship and ability to obtain Public Trust. You will partner with DevOps to ensure operational continuity across cloud systems, enforce ITIL practices, and maintain high service levels.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• Experience leading service delivery or customer success in IT environments.
• Strong expertise in AWS, Kubernetes, Elasticsearch, Kibana.
• Excellent leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• US citizenship with ability to obtain Public Trust Suitability.
• 6+ years leading operations of cloud-based solutions with big data/analytics.
• 4+ years implementing Service Delivery strategies in cloud production systems (commercial, regulated, or Federal).
• CISSP certification.
• Experience managing deployment and operations of CDM tools (e.g., Elasticsearch, Kibana, AWS).
• Experience implementing Federal environments of similar size and complexity.

Responsibilities

• Oversee the 24x7x365 operations of Tier 1 service desk, Tier 2 system admin, and SRE functions for a major cloud big data solution.
• Collaborate with cloud-native DevOps teams to ensure management and optimization of AWS-based infrastructure.
• Coordinate with Capacity Manager, SRE Manager, Release Manager, and QA to meet contract SLAs and OLAs.
• Develop and enforce IT policies and procedures to ensure data security and compliance.
• Lead and mentor IT professionals, fostering continuous improvement and innovation.
• Stay current with industry trends to drive improvement and innovation.
• Communicate with stakeholders regarding major incidents, project updates, and team performance.

Skills

Leadership

CISSP

CloudOps

ITIL

Cross-functional

Communication

Education

Bachelor's degree

Tools

Elasticsearch

Kibana

AWS

Kubernetes

Job description

Everforth ECS seeks a Service Delivery Manager to oversee user and agency-facing functions of the CDM program. You will lead Agency Success, Cyber Operations, Tier 1/2 support, and matrixed SRE teams, driving continuous improvement and strong customer relationships.

The role requires US citizenship and ability to obtain Public Trust. You will partner with DevOps to ensure operational continuity across cloud systems, enforce ITIL practices, and maintain high service levels.