Service Delivery Manager

General Dynamics Information Technology, Inc.; Austin (TX); Hybrid; USD 120,000 - 160,000; Full time

Job summary

General Dynamics Information Technology, Inc. in Austin, TX, seeks a Service Delivery Manager to lead hosting operations for VA platforms, ensuring reliable and compliant service delivery across enterprise environments.

You will coordinate with hosting, engineering, cybersecurity, and data center teams to meet performance targets. You will drive governance, manage projects, and maintain uptime and customer satisfaction while aligning with VA requirements and federal controls.

Qualifications

• Bachelor's degree (or equivalent) plus 5+ years in operations or IT service delivery.
• Experience leading operations, service delivery, hosting environments, infrastructure service lines, or enterprise IT operations.
• Strong understanding of ITSM, change control, incident management, and federal IT operational processes.

Responsibilities

• Oversee daily operations across enterprise hosting services, ensuring compliance with VA ITSM processes, VA Handbook 6500, VA Directive 6004, and federal controls.
• Lead intake, assignment, execution, and reporting of hosting service projects, upgrades, migrations, and changes.
• Track performance metrics and publish reports aligned to SLAs and KPIs.
• Serve as the VA-facing point of contact for hosting performance, incidents, and improvements.
• Identify areas for operational improvement and lead cross-functional optimization initiatives.

Skills

Service delivery leadership

Operations management

Stakeholder engagement

Project management

ITSM governance

Cross-functional leadership

Education

Bachelor’s degree

Equivalent experience

Tools

On-premise servers

Virtual machines

Storage

Database platforms

Cloud hosting environments

Data center operations

Job description

Seize your opportunity to make a personal impact as a SERVICE DELIVERY MANAGERsupporting the Department of Veteran Affairs (VA) GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.

At GDIT, people are our differentiator. As a SERVICE DELIVERY MANAGER supporting the Department of Veteran Affairs (VA) in Austin, Texas you will help ensure today is safe and tomorrow is smarter.

Join GDIT to support the Department of Veterans Affairs (VA) through the IOSS App Hosting program.

HOW A SERVICE DELIVERY MANAGER WILL MAKE AN IMPACT

As the Enterprise Hosting Operations Service Delivery Manager, you will serve as the primary operational leader for the hosting service line, ensuring reliable, efficient, and resilient delivery of hosting services across all VA platforms. In this role, you will own and manage the service‑line interface model, driving coordination among hosting teams, engineering groups, cybersecurity partners, data center operations, and key VA stakeholders. You will maintain and oversee Service Delivery, ensuring hosting outputs consistently meet or exceed Acceptable Quality Levels and contractual performance targets. Through disciplined operational oversight, you will safeguard uptime, reliability, and operational readiness across all supported hosting environments, enabling the VA to deliver mission‑critical services

nationwide.

Operational Governance & Compliance

• Oversee daily operations across enterprise hosting services, ensuring compliance with:
• VA ITSM processes
• VA Handbook 6500
• VA Directive 6004 (Change/Release Management)
• NIST, FISMA, and federal cybersecurity controls
• Ensure timely submission, maintenance, and approval of operational SOPs, compliance artifacts, reporting, and hosting operational documentation.

Project & Portfolio Management

• Lead the intake, assignment, execution, and reporting of hosting service projects, upgrades, migrations, lifecycle refreshes, and operational changes.
• Manage project status, risk, scheduling, resource alignment, and stakeholder communication for hosting‑related efforts.
• Ensure hosting projects meet timelines, scope, and contractual delivery standards.
• Validate project deliverables including charters, schedules, risk registers, mitigation plans, and post‑project evaluations.

Performance Measurement & Reporting

• Track, maintain, and publish hosting service performance metrics aligned to AQLs, KPIs, SLAs, and federal compliance requirements.
• Produce weekly, monthly, and quarterly operational reporting for leadership and government stakeholders.
• Monitor operational dashboards and ensure hosting services meet required availability, change success rate, incident response targets, and customer satisfaction goals.

Customer & Stakeholder Engagement

• Serve as the primary VA-facing point of contact for hosting service performance, issues, escalations, and improvements.
• Lead monthly service‑line reviews to present performance, risks, issues, improvements, and service enhancements.
• Ensure hosting operations reflect the “voice of the customer” by analyzing trends, feedback, incidents, and performance gaps.

Continuous Improvement

• Identify areas for operational improvement and lead initiatives to optimize hosting performance, automation, efficiency, observability, and alignment with VA mission priorities.
• Coordinate process improvements across service lines to reduce incidents, improve change quality, and strengthen hosting readiness.

What You’ll Need to Succeed

• Bachelor’s degree or equivalent and 5+ years of experience
• Experience leading operations, service delivery, hosting environments, infrastructure service lines, or enterprise IT operations.
• Demonstrated expertise in project management, operational governance, service‑line leadership, or enterprise hosting delivery.
• Strong understanding of ITSM, enterprise change control, incident management, and federal IT operational processes.
• Experience with hosting platforms such as:
• on‑premise servers
• virtual machines
• storage
• database platforms
• cloud hosting environments
• data center operations
• Excellent communication and stakeholder engagement skills.
• Ability to lead cross‑functional service lines in a large enterprise IT environment.

Desired (Not Required)

• PMP, ITILv4, or equivalent certifications
• Experience with VA, federal agencies, or large regulated environments
• Familiarity with AQL management or performance‑based services management
• Experience with enterprise reporting tools, dashboards, and service‑line analytics

Security Clearance

• Must be able to obtain a Public Trust clearance

Location:

Austin, TX (hybrid)

No visa sponsorship is available for this position

GDIT IS YOUR PLACE:

• AI‑enabled professional growth tools
• Leadership development and internal mobility programs
• Competitive pay, benefits, and 401(k) match
• Mission‑focused culture supporting Veterans
• Opportunities to modernize VA’s cloud financial ecosystem and strengthen cost efficiency, accountability, and business value across nationwide operations