Service Delivery Manager

Job description

Are you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We would love to talk with you regarding the next step in your career. Come join our team! Zantech is looking for a talented Service Delivery Manager to contribute to the success of our upcoming Operations and Program Management Support Services project for a Hybrid role based out of Ashburn, VA. The Service Delivery Manager will play a crucial role in providing: Service Delivery Management & Governance (Agile framework, intake governance, capacity planning) Portfolio Management & Resource Allocation (Financial management, TCO, spend plan oversight) Business Intelligence & Data Analytics (Agile KPI reporting, dashboard oversight) Acquisition & Lifecycle Support (Vendor management, program oversight) Key Personnel (Single point of contact; authorized contractor interface with CO, COR, and federal lead) The Service Delivery Manager serves as the single point of contact, providing overall management, direction, administration, quality assurance, and leadership for contract execution. The Service Delivery Manager is the Contractor's authorized interface with the Contracting Officer (CO), Contracting Officer's Representative (COR), and the federal lead, and must be fully authorized to make decisions and commit the contractor team. Impact: The Service Delivery Manager is responsible for aligning IT programs with CBP business objectives, governing the portfolio intake process, managing financial performance, and maturing Agile delivery capability — enabling leadership to manage a complex IT service delivery environment with transparency, accountability, and operational efficiency. Responsibilities include, but will not be limited to: Serve as single point of contact for the contract; interface directly with the CO, COR, and theService Delivery and Resource Allocation federal lead as the Contractor's authorized representative Provide overall management, direction, administration, quality assurance, and leadership for execution of all contract requirements Be available to plan, direct, communicate, and control all operational functions during normal hours of operation and during periods of no-notice emergencies Align IT programs with CBP business objectives; manage value streams; govern project intake; and plan capacity across teams Implement lean budgeting principles; monitor portfolio spending and variances; manage Total Cost of Ownership (TCO); and optimize investments Apply extensive knowledge of CBP OIT financial management practices across all financial management activities Define and track Agile KPIs; provide real-time visible reporting; manage systemic risks and impediments across the portfolio Champion Agile principles; facilitate organizational retrospectives for continuous improvement; mentor practitioners to identify and implement efficiencies and innovations Maintain strong relationships with all stakeholders including CBP Headquarters directorates and operational components; clearly communicate expectations and oversee vendor selection and performance Maintain appropriate staffing levels; manage projects; ensure all deadlines are met; and deliver required services and materials at or under budget Required Experience or Knowledge of the following technologies/functions: 15+ years IT Portfolio/Project Management leading large-scale, enterprise-level programs including business process re-engineering and financial management 10+ years leading multi-disciplined teams on medium or large multi-task projects of high complexity 8+ years providing technical direction and identifying improvements, efficiencies, and innovations for portfolio management, governance, financial, or operational processes Skills Required: Strategic alignment of IT programs with business objectives; management of value streams and project intake governance Lean budgeting principles; portfolio spending and variance monitoring; Total Cost of Ownership (TCO) management; investment optimization Extensive knowledge of CBP OIT financial management practices Definition and tracking of Agile Key Performance Indicators (KPIs); real-time visible reporting; systemic risk and impediment management across the portfolio Championing Agile principles; facilitating organizational retrospectives; mentoring practitioners on continuous improvement, efficiencies, and innovations Stakeholder and vendor management including CBP Headquarters directorates and operational components Demonstrated ability to lead and conduct detailed research and analysis of technical and financial data Proven ability to read and interpret management policies, regulations, and directives Proficiency with the current version of the Microsoft (MS) Office Suite used by CBP Required Education/Certifications: Bachelor of Arts (BA) or Bachelor of Science (BS) degree, at a minimum, in Information Technology, Computer Science, Information Systems, or a related field Active Project Management Institute (PMI) Project Management Professional (PMP) certification Required Security Clearance: US Citizenship Active Top Secret or higher clearance, per contract requirements. Ability to obtain and maintain a DHS clearance is required; active DHS CBP clearance is preferred “ Outstanding Performance…Always!” Our corporate motto represents our commitment to build long-term relationships with both our clients and our employees by providing the highest quality service in everything we do. We strive for excellence for our clients and for each other. We embrace the opportunity to hire individuals with new talents and fresh perspectives. Zantech offers competitive compensation, strong benefits, and a vacation package, as well as a fast-paced and exciting work environment. Come join our team!