Service Delivery Manager

General Dynamics Information Technology; Arlington (VA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

General Dynamics Information Technology is seeking a Service Delivery Manager for an Infrastructure Services Contract. This hybrid role supports 140+ resources across multiple data centers and reports to senior leadership.

You will manage customer relationships, drive program strategy, and oversee cost, schedule and technical performance while coordinating talent and contracts. The role requires ITIL v4, 10+ years ITSM, U.S.

Qualifications

• Bachelor’s degree or equivalent required.
• 10+ years IT service management experience.
• U.S. Citizenship and a background investigation required.
• ITIL v4 certification preferred.

Responsibilities

• Oversee 140+ technical resources across data centers.
• Direct program cost, schedule, and technical performance.
• Coordinate proposals, budgets, and contract terms.
• Act as primary customer contact for program activities.
• Lead recruitment and hiring with input from the team.

Skills

Data center management

Mainframe and server security

Disaster recovery planning

VMware / Windows / UNIX

ITIL processes

Incident management (7x24)

Cross-functional leadership

Contract and proposals coordination

Team mentoring and coaching

Budget and resource management

Citizenship + security clearance

Education

Bachelor’s degree (or equivalent)

Tools

z/OS

Job description

GDIT is seeking a Service Delivery Manager for a federal client for an Infrastructure Services Contract.

Transform technology into opportunity as a Service Delivery Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most.

At GDIT, people are our differentiator. As a Service Delivery Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Service Delivery Manager joining our Infrastructure Services Contract team to provide management and technical direction for 140+ technical resources supporting over 20 different data center technology stacks. This resource will be responsible for overseeing and managing all engineering resources and projects. This hybrid position offers a combination of remote work and periodic on-site support and customer meetings.

HOW YOU WILL MAKE AN IMPACT:

• Managing the relationship with key business customers, developing an understanding of their business needs and priorities, and delivering software solutions that meet those business needs.
• Providing input to the Product Owner/Business Sponsor on the product strategy and vision, and giving feedback on the content and prioritization of the Product Backlog.
• Being available to provide advice and assistance to teams on technical difficulties that arise in the course of doing their work
• Identifying issues to teams that they might overlook, such as scalability, performance, or security.
• Providing mentorship, career development advice, skills development and training, and overall guidance to team members and Supervisors.
• Leading the recruitment and hiring of new team members, with the active involvement and input of existing team members;
• Directs all phases of programs from inception through completion.
• Responsible for the cost, schedule and technical performance of company programs or subsystems of major programs.
• Participates in the negotiation of contract and contract changes.
• Coordinates the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Acts as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establishes design concepts, criteria and engineering efforts for product research, development, integration and test.
• Develops new business or expands the product line with the customer. - Establishes milestones and monitors adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Directs the work of employees assigned to the program from technical and administrative areas.

WHAT YOU WILL NEED TO SUCCEED:

• Management over two complex data center locations that support all classes of servers, storage, databases, networking, applications, and security.
• Demonstrated experience managing mainframe and physical and logical server security, disaster recovery failover, business continuity, and batch job scheduling in mainframe and distributed (i.e., Windows, VMware, UNIX) operating system environments.
• Demonstrated experience managing large, complex server environments containing over 2000 servers, 5000+ network devices, 20+ petabytes, and 300 applications.
• Demonstrated experience planning and executing server consolidation and virtualization efforts on Windows, Solaris, and Red Hat Linux in a production operational environment.
• Demonstrated experience managing enterprise class storage across server technologies (e.g., Windows, Solaris, Red Hat, VMware) implementing operational best practices, provisioning standards, and storage migrations and optimizations.
• Demonstrated experience with implementing ITIL standards and processes in a large, highly available, dynamic data center operation.
• Demonstrated experience managing a 7x24 major incident management command center that monitors a national service and manages faults and failures proactively and reactively.
• Demonstrated experience managing IBM mainframe with z/OS Operating System.
• Demonstrated experience translating business requirements and technical implementation.
• Demonstrated experience with systems engineering in the context of a large, complex infrastructure.
• Experience installing, configuring, and migrating at least one of the core technology stacks (Storage, Compute, Network)
• Hands on experience - troubleshooting, performance tuning, capacity planning, user management, client communication across multiple technology platforms.
• Management of over 140 personnel with a budget of 23 million or more.
• FedRAMP and/or FISMA experience.
• Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Other Requirements:

• A Bachelor’s degree (or equivalent) and 10+ years of relevant experience is required
• The candidate must have 8+ years of Information Technology Service Management (ITSM) experience, with a focus on managing and delivering cloud based leveraged services via fixed unit prices (managed services).
• U.S. Citizenship and a background investigation are required; you must have a current clean financial background.
• ITIL v4 certification
• Though the position is 8-5 M-F, the role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.