Description

The service delivery manager is accountable and responsible leading a team of approximately 160 professionals in the delivery and ownership of holistic customer service in support of a Federal Civilian agency with over 20,000 on-site and remote employees in over 800 locations 24/7/365 with over 17,000 laptops/desktops; 11,000 mobile devices; 2,000 physical/virtual/cloud servers, and 4,000 network nodes; resolving over 200,000 customer incidents and requests annually. Delivering customer service through an enterprise IT service desk; contracted business service desks and on-site deskside services, the service delivery manager owns the policies, processes and customer/service owner relationships needed to provide consistent, efficient and effective services. The solution delivery manager is responsible for putting customers at the center of IT service delivery; improving, optimizing, standardizing and streamlining processes and systems and implementing the requisite SLAs/XLAs and KPIs required to measure and continually improve the customer experience. The service delivery manager is responsible for implementing best practices and tools that leverage AI/ML in easy to use, plain language formats to enable and promote customer self-help and reduce the frequency and levels of human interaction with service desk and desk side agents.

This opportunity is contingent upon award.

Qualifications

Required Education/Skills:

1. Bachelor’s degree and applicable experience including supervision/management experience.

2. A minimum of five years of technical experience managing, maturing, and modernizing IT service delivery leveraging ITIL v3/4 and IT Service Management for a contract or program of similar size, scope, and complexity, as described above. This experience must also demonstrate success in supporting remote and geographically dispersed customers.

3. Experience in IT Service Management; Demand Management and Performance Analytics reporting leveraging the ServiceNow Platform.

4. Proven experience in managing remote and geographically dispersed operations of similar size and scale, as described above.

5. A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.

6. Demonstrated experience in developing and implementing automation such as AI/ML, including virtual agents, to drive continual improvement in business value and customer experienceon programs of a similar size scope and complexity, as described above.

7. Proven experience delivering service solutions that improve customer /user experience

8. Within six months of program start, possess and maintain an ITIL 4 Strategic Leader (ITIL 4 SL) certification.

Desired Education/Skills:

1. Master’s degree or equivalent experience in a related field.

2. At time of proposal submittal, successful completion of at least one module required to achieve ITIL 4 Strategic Leader (ITIL 4 SL) certification.

3. Active Help Desk Institute Support Center Manager (HDI-SCM) certification.

4. Demonstrated experience in developing, implementing, managing and modernizing customer self-help and self -healing IT services, including how these services delivered continual improvement in business value and customer experience.

5. A successful track record in developing and managing implementation and execution of SLAs and performance metrics, including Experience Level Agreements (XLAs) on a program of similar size, scope and complexity, as described above.

6. Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.

7. Experience with developing and managing a customer-focused continual improvement program.

Target salary range: $150,001 - $175,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2401206

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability