Service Delivery Manager - Full-time

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first.  At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Service Delivery Manager  to join our team in the Chantilly, VA area.

Responsibilities include, but are not limited to:

• In line with NIST SP 800-53 Rev. 5, Army Enterprise Service Management Framework (AESMF), and ITIL v4, propose, document, baseline, and manage a enterprise service catalog and common control catalogue that provide tiered service support models.
• Align network & cybersecurity operations services and business processes to business practices identified in ITIL v4 (managing all of relevant practices and sub-processes), and also align these to the functions, categories, and sub-categories defined by the NIST Cyber Security Framework (CSF).
• Tracking risk for all deliverables and proactively identifies critical path items affecting delivery.
• Tracking and reporting of all valid Service Level Agreements (SLAs).
• Achieving any assigned key performance indicators (KPI), and providing recommendations for new KPIs that demonstrate delivery of value to customers.
• Using problem solving skills to provide solutions and work with customer oversee through resolution.
• Act as an ITIL expert in the analysis and development of existing processes, procedures, and methods to promote effective Program operations through standardization, improvement, simplification and discontinuance.
• Establish and maintain strong and productive relationships with key stakeholders ensuring that the service requirements of the Program are understood and are incorporated into a framework of continual improvement.
• Driving a culture of continual improvement and innovation to improve the customer experience and the overall excellence of the team.
• Perform configuration, development, support, and maintenance of ITSM Tools and business processes.
• Monitor customer satisfaction which includes routine interaction with customers and staff and build strong trusting professional relationships. Formulate metrics and communicate as needed to highlight contractor performance.

Basic Qualifications:

• Bachelor’s degree and (10)+ years of relevant experience or equivalent.
• Demonstrable experience in the authoring and production of ITIL documentation (e.g. SLAs, OLA, Service Catalog, process alignment, procedure design and service mapping).
• Proficiency in gathering requirements, analyzing existing workflows or processes, and delivering appropriate solutions with current ITSM platforms (ServiceNow, BMC-Helix, JIRA).
• Contributing to architecture discussions and documenting code for secure deployments of applications.
• Developing and designing process and solution integration, workflow, design/configuration, and reporting.
• Strong written and verbal communication skills and ability to create presentations and present them to customers.
• Must be a self-starter and work with a clear and defined mission.
• Must demonstrate ability to thrive and succeed in a challenging environment.
• Local travel may be required.

Preferred Qualifications:

• 5+ years of project management and/or risk management experience with System Engineering projects 
• Advance ServiceNow certifications, such as the Certified Application Developer (CAD).
• Knowledge of JavaScript, XML, and JSON.
• Experience with Agile software development
• PMP® or equivalent project management certification
• ITIL® 4 Foundation certification
• Experience with ITSM & ITAM tools

Security Clearance Requirements:

• Must be a US Citizen
• Active and current Top Secret / SCI clearance

Physical Requirements:

• Must be able to remain in a stationary position up to 50%.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

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For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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