ECS is seeking a Service Delivery Manager to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.

The Service Delivery Manager is responsible for leading, optimizing, and ensuring the excellence of IT service delivery operations for a premier law enforcement agency. This leader oversees all aspects of service desk operations, business relationship management, and mission/site support services to deliver a seamless, reliable, and customer-focused IT environment. The Service Delivery Manager ensures that all service operations align with agency goals, regulatory requirements, and industry best practices, while driving continuous improvement and innovation.

Key Responsibilities

Service Operations Management:

Oversee 24/7 service desk operations, ensuring timely and effective resolution of IT issues across all service tiers (Tier 0–Tier 4).
Manage event, incident, and problem management processes to restore services quickly, resolve root causes, and drive continuous improvement.
Ensure accurate and efficient ticket resolution, proper escalation, and minimal rework.

Customer Experience & Self-Service:

Enhance the customer experience by implementing innovative self-service solutions and automating support workflows.
Oversee account management for IT services, including processing move, add, change, and delete (MACD) requests for service and privileged accounts.

Business Relationship Management:

Build and maintain strong relationships with key stakeholders to understand and prioritize their needs.
Oversee request fulfillment for hardware, software, and IT assistance.
Manage the knowledge base, ensuring articles are accurate, up-to-date, and reviewed regularly.
Develop and maintain dashboards for real-time tracking of IT operations and service metrics.
Maintain and enhance the IT service catalog to provide customers with a user-friendly way to request and order approved items.
Conduct customer satisfaction surveys and leverage feedback to drive service improvements.
Lead strategic communication efforts to promote IT services and capabilities across the agency.

Mission and Site Support Services:

Ensure comprehensive IT support for all agency sites, minimizing business disruptions and maximizing productivity.
Oversee deskside services at headquarters and field offices, ensuring timely on-site or remote support for end-user devices and IT assets.

Performance Management & Reporting:

Monitor service delivery against key performance indicators (KPIs) and quality standards.
Prepare and present regular reports on service performance, customer satisfaction, and improvement initiatives to senior leadership.

Continuous Improvement:

Identify opportunities to enhance service delivery through process optimization, automation, and adoption of industry best practices.
Drive a culture of proactive support, collaboration, and innovation within the service delivery team.

Qualifications

Ability to obtain a Public Trust Clearance
Education:

Bachelor’s degree in Information Technology, Computer Science, Business, Management, or a related field.

Experience:

6+ years of recent experience managing IT service delivery operations in a large-scale, enterprise environment.
Demonstrated experience with IT service management (ITSM) tools (e.g., ServiceNow), service desk operations, and customer relationship management.
Direct, relevant experience within the last two years.

Skills and Competencies:

Strong leadership, organizational, and team management skills.
In-depth knowledge of ITIL or similar service management frameworks.
Excellent problem-solving, analytical, and process improvement abilities.
Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
Proven ability to drive customer satisfaction and foster a culture of service excellence.

Additional Requirements

U.S. citizenship.
Excellent oral and written communication skills.
Ability to present service metrics and technical material to senior stakeholders.
Strong organizational and time management abilities.
Ability to adapt to evolving technologies and changing mission requirements.

This position is contingent upon contract award and requires a proactive leader with a proven track record in IT service delivery management and team leadership for a premier law enforcement agency.