Service Delivery Manager

General Dynamics IT; USA; Vor Ort; USD 110.000 - 160.000; Vollzeit

Zusammenfassung

General Dynamics IT seeks a Service Delivery Manager to lead enterprise hosting operations in support of the Department of Veterans Affairs (VA) across Austin, TX. You will own the hosting service-line interface, coordinate across engineering, cybersecurity, and data-center teams, and ensure uptime, performance, and compliance with governing standards.

You will supervise service delivery metrics, risk management, and stakeholder communications while driving continuous improvement in hosting

Qualifikationen

• Bachelor's degree or equivalent and 5+ years of related 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.

Aufgaben

• Serve as the primary operational leader for the hosting service line, ensuring reliable, efficient, and resilient delivery of hosting services across VA platforms.
• Own and manage the service-line interface model, driving coordination among hosting teams, engineering groups, cybersecurity partners, data center operations, and VA stakeholders.

Kenntnisse

KPI

Operational Reporting

Planning

Taking Initiative

Ausbildung

Bachelor's degree or equivalent

Tools

On-premise servers

Virtual machines

Storage

Database platforms

Cloud hosting environments

Data center operations

Jobbeschreibung

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: MBI (T2)

Job Family: IT Infrastructure and Operations

Job Qualifications: Skills: Key Performance Indicators (KPI), Operational Reporting, Planning, Taking Initiative Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes

Job Description:

Seize your opportunity to make a personal impact as a SERVICE DELIVERY MANAGER supporting 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