Req ID: RQ214554
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: None
Job Family: Functional Experts
Skills:
Agile Methodology,Call Center Systems,ITIL Fundamentals,IT Service Management (ITSM),ServiceNow Platform
Certifications:
Certified Scrum Product Owner (CSPO) | Scrum Alliance - Scrum Alliance, Service Desk Foundation (SDF) | Service Desk Institute (SDI) - Service Desk Institute (SDI), ITIL 4 Foundation | PeopleCert - PeopleCert, Certified System Administrator (CSA) | ServiceNow - ServiceNow
Experience:
8 + years of related experience
Job Description:
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Service Delivery Manager for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As an Service Delivery Manager , the work you'll do at GDIT will be impactful to the mission of our organization. You will play a crucial role in the following:
Ensure high-quality service delivery to customers through effective management of tools, operations and processes
Works with service desk leadership to ensure customer needs are known and assists with escalations and execution
Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently.
Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery
Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement
Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication
Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality
Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment
Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency
Assists with the development of policies and procedures and ensures their conformance with goals and objectives
Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements
Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation
Manages customer relationships
Provides guidance and solutions to ensure customer needs align with strategic initiatives
WHAT YOU'LL NEED TO SUCCEED
Bring your expertise along with a drive for innovation to GDIT. The Service Delivery Manager must have:
? Education: High school diploma required or AA or Bachelors degree
? Experience: 12+ years with High School Diploma or 10+ years with Associates degree or 8+ years related experience with Bachelors degree ( applicable certifications can be considered in place of years of experience )
? Required Skills:
Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows
Strong understanding of ITSM principles and ITIL v4 processes
Demonstrable experience in Agile/Scrum methodologies
Ability to lead, build Agile teams, resolve conflicts, and drive results
Excellent communication and interpersonal skills for technical and business discussions
Keen Familiarity with contact center operations
Knowledge of Automatic Call Distribution (ACD) systems
Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle
Strong analytical thinking and problem-solving skills
Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements
US Person
? Location: Remote
? Preferred Certifications:
ITIL v4
Agile certifications
ServiceNow Certified Systems Administrator
ServiceNow Product Owner certification
SDI Service Desk Manager and/or other service delivery certifications a plus
HDI Certification Courses a plus
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
? Growth: AI-powered career tool that identifies career steps and learning opportunities
? Support: An internal mobility team focused on helping you achieve your career goals
? Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
? Flexibility: Full-flex work week to own your priorities at work and at home
? Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $97,968 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
