Overview
IT Service Delivery Manager (BHAK)
Bowhead is seeking an experienced and customer-focused IT Service Delivery Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives.
The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations.
This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.
Responsibilities
Service Delivery Leadership
Lead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
Oversee incident, request, problem, change, and service fulfillment processes.
IT Service Management
Champion ITIL best practices and promote process maturity across the organization.
Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
Develop and maintain operational procedures and service documentation.
Team Leadership
Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.
Foster a culture focused on accountability, collaboration, and exceptional customer service.
Customer Management
Serve as a liaison between IT and business leadership.
Manage customer expectations and proactively resolve service-related issues.
Operational Excellence
Analyze service metrics and trends to identify recurring issues and implement long-term corrective actions.
Develop reporting dashboards and executive-level service performance summaries.
Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.
Project & Technology Enablement
Partner with project teams to ensure successful transition of new technologies into production support.
Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
Assist in IT budgeting, resource planning, and vendor management.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).
Five to ten (5-10) years of progressive experience in IT Service Management.
ITIL 4 Foundation Certification
Strong knowledge of:
Incident Management
Problem Management
Change Management
Request Fulfillment
Service Level Management
Experience administering or managing enterprise IT Service Management (ITSM) platforms.
Working knowledge of:
Microsoft 365
Azure
Active Directory
Windows Server
Enterprise networking concepts
Cloud services
Excellent verbal, written, and presentation skills.
Demonstrated ability to communicate technical issues to both technical and non-technical audiences.
Strong analytical, organizational, and problem-solving abilities.
Preferred Qualifications
Project Management Professional (PMP) certification.
Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
Familiarity with IT governance frameworks such as NIST or CMMC.
Desired Competencies
Servant leadership
Customer-first mindset
Strategic thinking
Operational excellence
Continuous improvement
Strong decision-making and prioritization
Conflict resolution and negotiation
Executive communication
Vendor and contract management
Process improvement and automation
Change leadership
Physical Demands
Ability to sit/stand for prolonged periods of time; confined to workstation.
Ability to lift objects 25 or more pounds.
Prolonged use of video display terminals.
Travel from primary place of work.
Deadlines that require a quick turnaround or demands for work product.
Reach/relocate items above shoulder.
SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.
LI-JR1
Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant's resume/application may be subject to verification.
Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.
UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity postershere (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf) .
All candidates must apply online at www.uicalaska.com , and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance www.uicalaska.com/careers/recruitment/ .
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.
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ID 2026-25550
Category Information Technology
Location : Location US-AK-Anchorage
Clearance Level Must Be Able to Obtain N/A
Minimum Clearance Required N/A
Travel Requirement Less than 10%
