Technical Service Delivery Manager

Commonwealth of VA Careers; Chesterfield Court House (VA); Remote; USD 165,000 - 192,000; Full time

Job summary

VA Information Technologies Agency (VITA) seeks a Technical Service Delivery Manager to lead IT service delivery across Executive Branch agencies. The role focuses on managing supplier relations, governance, and strategic service design for reliable, secure, and scalable IT services in a hybrid cloud environment.

The position emphasizes collaboration with cloud directors, policy alignment, and continuous service improvement while guiding teams through modernization efforts.

Qualifications

• Extensive experience leading IT service delivery and supplier relationships in complex environments.
• Experience leading diverse cross-functional teams delivering enterprise IT solutions.
• Experience liaising with executives and private sector partners on strategic IT initiatives.
• Knowledge of service delivery frameworks, contracts, SLAs, and financial procedures.
• Experience with Private and Public Cloud in hybrid environments and large networks.

Responsibilities

• Oversee operations and supplier services for Executive Branch agencies.
• Set strategy and design for IT services; align with enterprise priorities.
• Coordinate with Cloud directors to ensure service quality and satisfaction.
• Ensure governance for providers with performance accountability and risk mitigation.
• Lead service delivery initiatives balancing stability with modernization.
• Mentor high-performing teams and promote a culture of accountability.
• Drive continuous service improvement using metrics and feedback.

Skills

IT service delivery

supplier relationship management

stakeholder management

IT governance

cloud architecture

ITIL framework

contract administration

budgeting

risk management

leadership

Job description

Title: Technical Service Delivery Manager

State Role Title: Info Technology Manager II

Hiring Range: $165,000 - $192,000

Pay Band: 7

Agency: VA Information Tech Agency

Location: VA Information Technologies

Agency Website: https://www.vita.virginia.gov/

Recruitment Type: General Public - G

Job Duties

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as a Technical Service Delivery Manager with the Infrastructure Services Directorate.

The Virginia Information Technologies Agency (VITA) is the Commonwealth’s consolidated information technology organization. We are a national tech leader in the public sector connecting Virginians to critical government services through information and innovation technology, IT infrastructure, cybersecurity and governance.

VITA provides information technology infrastructure services to support Virginia’s Executive Branch agencies’ missions using the Multi-Sourcing Integration (MSI)/service integration and management (SIAM) model and the Information Technology Infrastructure Library (ITIL) framework.

The Technical Service Delivery Manager is responsible for the operations and all supplier services to the Executive Branch Agencies. This position is critical to providing the technical and business expertise to contractual, issues, solutions, standards, and strategy execution and enterprise planning.

The position has direct oversight of the Platform of which is made of Voice/Data Network, Server-Storage DataCenter, End User Compute, Managed security services, Mainframe Services, Messaging, and the Multisource Service Integrator.

The position will also:

• Be the primary relationship focus for each supplier and discuss all issues, challenges, and successes across the Platform as defined by a multi-data center/cloud hybrid environment.
• Responsible for developing the strategy and design for services provided to Executive Branch agencies. This position will help set the strategic direction for enterprise IT service delivery to ensure reliable, secure, and scalable technology services that support organizational priorities. Provide strategic directions for technology services such as Disaster Recovery as a Service, Backup as a Service.
• Coordinate with Cloud directors and other stakeholders to ensure service quality and customer satisfaction. Work with MSI and other stakeholders to ensure all services are aligned and performed appropriately by each supplier.
• Ensure service integration efforts across internal teams and external suppliers to deliver seamless, end-to-end IT services.
• Ensure governance structures to oversee service providers, ensuring performance accountability, risk mitigation, and continuous improvement across all IT services.
• Ensure compliance with applicable policies, standards, and service management frameworks.
• Responsible for directing the delivery and coordination of internal services. Direct the planning, execution, and evaluation of service delivery initiatives, balancing operational stability with innovation and modernization.
• Develop and mentor high-performing teams, setting clear expectations and fostering a culture of accountability and service excellence.
• Champion continuous service improvement by leveraging performance metrics, customer feedback, and industry best practices.

Join VITA at The Boulders in Richmond, VA, where innovation meets impact! As the Commonwealth’s leading IT agency, we’re connecting, protecting, innovating, and powering Virginia’s digital future through collaboration, creativity, and purpose. Our team thrives in a vibrant, customer-focused environment that values growth, accountability, and forward thinking — all while making technology work for every corner of Virginia.

Minimum Qualifications

• Extensive experience leading IT service delivery and supplier relationship management in a highly complex environment.
• Experience leading diverse cross-functional teams delivering enterprise solutions.
• Extensive experience working with multiple stakeholders, facilitating collaboration, and consensus on plans, policies and initiatives at the strategic, tactical, and operational levels.
• Considerable experience working with all levels of management, executives at the highest levels of government, and private sector partners.
• Considerable knowledge of the principles and practices in the areas of strategic IT and service delivery, large dollar supplier and contract administration, delivery management, service level management, transitioning suppliers, service delivery and service lifecycle management and project management.
• Considerable knowledge of large organization financial procedures and budgeting.
• Experience with Private and Public Cloud architecture, operations and management in a hybrid cloud environment, such as managing supplier managed physical data centers and/or managing large networks across multiple sites.
• Experience in monitoring IT environments for compliance with information security, architecture policies and standards.
• Extensive experience tracking and solving Information Technology problems.
• Extensive skills in written communication as it pertains to technical information, interpreting complex data, and providing informed analysis.

Additional Considerations

Project management certification is desirable.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to \"Your Application\" in your account to check the status of your application for this position.

This position is telework eligible.

Applicants must consent to a fingerprint background check.

The Commonwealth of Virginia welcomes all applicants authorized to work in the United States. Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.

State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. The decision to interview an applicant is based on the information provided in the application and/or resume.

Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.

VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note:Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Contact Information

Name: VITA Human Resources

Phone: [e-mail]

Email: [e-mail]