Service Delivery Manager

NORTH STONE LLC; Washington (District of Columbia); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement match

Paid time off

Tuition reimbursement

Employee assistance program

Job summary

Diné Development Corporation (DDC) seeks a Service Delivery Manager to lead the federal IT support program, guiding a small team and coordinating with Government stakeholders to ensure consistent, high-quality IT service delivery across multiple sites.

You will monitor SLAs, drive continuous improvement, manage assets, and oversee incident/problem management within ServiceNow ITSM, aligning with ITIL practices and program objectives.

Qualifications

• Minimum of 10 years in IT service delivery or IT operations support.
• Experience managing a tiered Service Desk (Tier 1–3) in federal or enterprise IT.
• ITIL v3 Foundation certification (required).
• Hands-on experience with ServiceNow ITSM (required).
• Experience tracking SLAs and performance metrics.
• Experience with IT asset management lifecycle tasks.
• Ability to lead a small team while performing day-to-day delivery.
• Strong communication with Government stakeholders.
• Experience supporting distributed users and remote environments.

Responsibilities

• Lead daily Service Desk activities across Tier 1–3 support personnel.
• Monitor service level performance, response times, resolution rates, and CSAT.
• Serve as primary contact for Government stakeholders (COR) on routine delivery.
• Track and report service desk metrics (ticket volume, FCR, backlog).
• Ensure incidents/requests are documented and tracked in ITSM system.
• Coordinate escalation of complex issues with appropriate resources.
• Manage workload distribution and staffing coverage including surge support.
• Support knowledge management and SOP development.
• Oversee IT asset management activities (inventory, imaging, deployment, decommissioning).
• Identify issues and implement corrective actions to maintain performance.

Skills

Service Desk Leadership

Stakeholder Liaison

Tools

ServiceNow ITSM

Job description

The Service Delivery Manager leads day-to-day Service Desk activities for a federal IT support program serving approximately 700 users across headquarters and distributed field locations. This role is responsible for maintaining service levels, coordinating a small team of technical support staff, and ensuring consistent delivery of IT support services within an IT Service Management (ITSM) environment.The Service Delivery Manager reports to the Director of Operations / Senior Program Manager and supports execution of established service delivery processes, performance tracking, and continuous improvement efforts.ResponsibilitiesLead daily Service Desk activities across Tier 1, Tier 2, and Tier 3 support personnelMonitor service level performance, including response times, resolution rates, and customer satisfaction metricsServe as the primary point of contact for Government stakeholders, including the Contracting Officer’s Representative (COR), for routine service delivery mattersTrack and report service desk metrics, including ticket volume, first call resolution, and backlog trendsEnsure all incidents and service requests are documented, tracked, and resolved within the ITSM system (ServiceNow)Coordinate escalation of complex issues and support timely resolution through appropriate technical resourcesManage workload distribution and staffing coverage to meet service demand, including surge support when requiredSupport knowledge management activities, including development and maintenance of knowledge articles and standard operating proceduresOversee execution of IT asset management activities, including coordination of asset tracking, imaging, deployment, recovery, and decommissioning processesIdentify service delivery issues and implement corrective actions to maintain performance standardsSupport ongoing service improvements within the established team structureOther duties as assigned.QualificationsMinimum of 10 years of experience in IT service delivery, service desk operations, or IT operations supportDemonstrated experience managing a tiered Service Desk (Tier 1–3) in a federal or enterprise IT environmentITIL v3 Foundation certification (required)Hands-on experience using ServiceNow ITSM platform (required)Experience tracking service level agreements (SLAs) and performance metricsExperience supporting or overseeing IT asset management lifecycle activities (inventory, imaging, deployment, tracking, and decommissioning)Ability to lead a small team while remaining engaged in day-to-day service delivery activitiesStrong communication skills with experience interfacing with Government stakeholdersExperience supporting distributed users and remote support environmentsPreferredExperience supporting federal agencies or government contractsFamiliarity with endpoint support environments (Windows 11, O365, remote access tools, mobile devices)Experience supporting asset accountability and audit support activitiesSalary Range: $100,000 to $140,000The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.About UsDiné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.BenefitsEligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.EEO StatementThis contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.