Service Delivery Manager

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 is looking for a Service Delivery Manager to oversee the user and agency facing functions of the CDM P rogram . These include Agency Success, Cyber Operations, Tier 1 Service Desk, Tier 2 Support and Troubleshooting , and matrixed management of Site Reliability Engineering, Change Management, and Security . The Agency Success team develops transition strategies and manages agency cutover plans. The y leverage agency and stakeholder relationships to implement feedback loops that guide prioritization of enhancements and support activities . The Operations teams monitor , manag e , and support deployed solutions. They are accountable for achieving operations SLO’s, including solution reliability, availability, and service desk functions . The program conducts 24x7x365 operatio ns, ITIL Incident and problem management, and deep engagement with agencies and other users of the CDM Dashboard Ecosystem . While the Service Delivery Manager will not be directly for deployment or operations of individual cloud system components, they work closely with cross-functional DevOps team s that are responsible for each cloud system, ensuring coherent processes and operational continuity across the larger system . As such, they oversee the majority ITIL compliant processes and documentation and work with respective teams to ensure mature ITIL practices.

Leadership and team management are key aspects of this role. The Service Delivery Manager will lead, mentor, and manage multiple teams managing agency relationships, agency-specific implementations, agency and user scenarios, responding to service desk requests, performing system administration, troubleshooting sy s tem wide issues, and routing incidents to the respective DevO ps teams responsible for robust and stable operation of their respective cloud systems . This includes the matrix management of Site Reliability Engineers and other engineers responsible for system observability, maintainability, and uptime . This role will work closely with their Team Leads and the Site Reliability Engineering Manager to build a strong service team and technical team with a strong culture of continuous improvement, metrics driven decision making, and technical problem solving . Regular performance evaluations, constructive feedback, and career development support for team members are essential. Demonstrating operational and technical thought leadership, the Service Delivery Manager will oversee the entire support lifecycle , from the point of deployment through monitoring, system administration, and corrective action of production issues . This includes collaborating with product owners, scrum masters, and other cross-functional DevOps teams to define work scope, goals, and deliverables, and assigning tasks to specific teams based on capacity and velocity needs.

Staying current with industry best practices and emerging technologies trends to drive innovation and improve operational processes is crucial . Communication and stakeholder management are critical components of the role. Acting as the secondary point of contact for stakeholders regarding major incidents, project updates, technical issues, and team performance, the Service Delivery Manager must communicate effectively with technical and non-technical stakeholders to ensure a clear understanding of effort status and challenges.

Role & Responsibilities:

• Oversee the 24x7x365 operations of the Tier 1 service desk, Tier 2 system administration and troubleshooting, incident management, and matrixed site reliability engineering for a major cloud big data solution , ensuring efficient and reliable performance of all systems.
• Collaborate with cloud-native DevOps teams owning deployment and operation of different system components to ensure m anage ment and optimiz ation of cloud infrastructure on Amazon Web Services (AWS).
• Work alongside Capacity Manager, SRE Manager, Release Manger , and Quality Assurance manager to ensure system meets or exceeds all SLAs identified in the contract and Internal OLAs associated with the system defined by the team .
• Develop and enforce IT policies and procedures to ensure data security, compliance, and operational excellence.
• Lead and mentor a team of IT professionals, fostering a culture of continuous improvement and innovation.
• Stay up-to-date with the latest industry trends and technologies to drive continuous improvement and innovation.
• US citizenship with ability to obtain Public Trust Suitability
• 6 + years of progressive experience leading operations of cloud based solutions with a significant element of big data and/or data analytics
• 4+ years of experience implementing and executing strategies for Service Delivery and service support in cloud production systems in commercial, regulated, or Federal environments of similar size , scope, and complexity
• Excellent analytical skills to support troubleshooting complex systems
• CISSP certification
• Excellent communication and relationship skills to articulate technical topics and build consensus among stakeholders
• Direct knowledge and experience managing deployment and operations of CDM tools (e.g., Elasticsearch, Kibana, AWS Services) and operational processes (e.g., SELC, Change Requests).
• Direct knowledge and experience implementing and executing strategies for Service Delivery and service support in Federal environments of similar size , scope, and complexity.

Desired Skills

• Bachelor’s degree in I nformation T echnology , Computer Science, or a related field.
• Proven experience leading service delivery or customer success or similar role in an IT environment.
• Strong expertise in Amazon Web Services (AWS), Kubernetes, Kafka, Elasticsearch, and Kibana.
• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Experience leading the execution of FISMA related programs across large and complex multi-agency environments
• Experience and proficiency working within the Software Development Life Cycle and working knowledge of various methodologies/frameworks such as SAFe Agile

#EverforthECS1

ECSFederal LLCis an equal opportunity employer and does not discriminate or allow discrimination on thebasisany characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or localjurisdictionlaw.

Everforth ECS is the federal segment of Everforth , a $4B global organization with over10,000 employees. Ournearly 3,500professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.
Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference withEverforthECS!

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

Meet the challenge. Make a difference with Everforth ECS!