Service Delivery Manager – Desktop User Experience

Service Delivery Manager – Desktop User Experience

Work will be performed onsite in Colorado Springs, CO.

Must be eligible to obtain a DoD Secret clearance.

Position Overview:

This is an exciting opportunity to support Fortune 500 and 1000 customers, government and DoD customers, and to excel within a fantastic team. The Service Delivery Manager (SDM) is responsible for ensuring consistent, reliable, and efficient IT service delivery quality within a technical domain. The Service Delivery Manager ensures consistent, high-quality service and drives continuous improvement through standardizing management practices, measuring team efficiency, and fostering ongoing team development. This role acts as the primary point of contact for leadership regarding performance of IT service delivery quality within a technical domain in design, transition, deployment, and operational support. This role required strong leadership, interpersonal, and management skills along with a solid understanding of technology services within the Desktop User Experience technical domain. Technologies in this domain include Microsoft 365, VDI, AVD, Windows Client Operating Systems, Desktop management, Client-side application management, and mobile device management.

Responsibilities:

• Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain. Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs
• Team Leadership and Development: Foster a culture of continuous improvement and knowledge sharing within the team. Ensure the team has the necessary skills and resources to deliver excellent service

Incident and Problem Management:

• Oversee the resolution of major incidents and problems impacting service delivery
• Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions

Service Engineering Principles:

• Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases

Change and Release Management:

• Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business.
• Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness

Reporting and Communication:

• Provide regular reports on IT service performance to senior management and business stakeholders
• Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs

Budget Management:

• Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs

Control Account Management:

• Be aware of the financial health of assigned projects, including budget management, forecasting, and variance analysis

Operations Maintenance and Sustainment:

• Oversees and actively participates in operations maintenance and sustainment activities

Resource Management:

• Optimizes the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs

Technical Acumen (Expertise):

The SDM should possess a working knowledge and understanding of the following technical areas:

• Microsoft 365 (M365) Email and Collaboration
• Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD)
• Windows Client Operating Systems
• Desktop Management
• Client-side Application Management
• File & Print Services

Qualifications:

• Exposure in delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments
• Deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
• Strong relationship management skills and the ability to communicate effectively with both technical and non-technical audiences
• Excellent analytical, problem-solving, and decision-making skills
• Experience with service management tools (e.g., ServiceNow, BMC Remedy).

Years of experience:

• 5 or more years’ experience in an IT Service Delivery Manager or similar role

Certification Requirements:

Required:

• CompTIA Security+

Preferred:

• ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
• Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)

Education Requirements:

• Bachelor’s degree in computer science, Information Technology, or equivalent combination of education and experience (4 additional years of relevant experience may substitute for a degree)

Security Requirements:

• Active DoD Secret clearance (TS/SCI preferred)

CB5 Solutions LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other protected characteristic.

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