Serco Inc. is seeking a Mid-Level IT Service Delivery Manager with a strong technical foundation and exceptional communication skills. The ideal candidate will bring practical experience in IT service delivery and technical development, enabling them to effectively align operations with development teams.

In this role, you will serve as a critical liaison between IT and business stakeholders, facilitating clear communication, prioritizing tasks, and ensuring IT services align with organizational goals. You will monitor performance metrics, champion continuous improvement initiatives, and uphold compliance with industry standards and best practices.

Success in this role requires effectively overseeing service delivery processes, managing service level objectives (SLOs), and collaborating with cross-functional teams to resolve incidents and implement effective solutions. The ideal candidate should be highly self-motivated, capable of working independently, and able to take initiative in managing tasks and driving outcomes.

The role will report to a Sr. Manager or Director.

This position is contingent upon your ability to obtain and maintain a DoD Secret security clearance 

In this role, you will: 

• Act as a primary liaison between technical teams, developers, and business stakeholders to ensure clear communication and alignment on project objectives.
• Collaborate with various departments to understand their IT needs and customize services accordingly.
• Define, track, and report on Service Level Objectives (SLO’s) and other service delivery metrics to ensure service delivery meets or exceeds agreed-upon standards.
• Oversee the resolution of critical incidents, ensuring minimal disruption to business operations.
• Identify and implement improvements to existing service delivery processes to increase efficiency, ensuring compliance with organizational and security requirements.
• Working with the Project Management Office, lead the delivery of IT services and technical projects, ensuring timelines, budgets, and quality standards are met.
• Foster a culture of continuous improvement within the service delivery team by identifying opportunities for efficiency and innovation.
• Provide regular updates to senior leadership and key stakeholders on project status, risks, and mitigation strategies.
• Develop and maintain IT service policies, procedures, and documentation.
• Manage vendor relationships and ensure third-party deliverables meet contractual obligations.

GET TO KNOW YOUR RECRUITER! 

To be successful in this role, you will have:    

• Ability to obtain a DoD Secret security clearance 
  • U.S Citizenship required 
• Bachelor's degree in information technology, Computer Science, or a related field
  • Or a High School Diploma and minimum 7 years of experience in IT service delivery or technical project management roles, preferably within a DoD or similarly regulated environment 
• Minimum 3 years of experience in IT service delivery or technical project management roles, preferably within a DoD or similarly regulated environment
• Excellent leadership, communication, and interpersonal skills
• Demonstrated experience working with technical and developer teams to deliver successful outcomes
• Familiarity with Microsoft 365 tenant management concepts and related technologies
• Proficiency in back-office technologies supporting IT operations, including network infrastructure, cloud infrastructure, database systems, and application management
• Understanding of ITIL or other IT service management frameworks
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience using ITSM solutions like ServiceNOW
• Ability to work independently with minimal supervision or guidance
• Ability to travel up to 10%

Additional desired experience and skills: 

• Active DoD Secret security clearance 
• Experience in a government or defense contracting environment
• Certification(s) in ITIL, PMP, or IT related disciplines
• Hands-on technical experience with Microsoft 365 administration or related cloud technologies

If you are interested in supporting and working with passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

In compliance with state and local laws regarding pay transparency, the salary range for this role is $106,495.82 to $212,991.64; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills. 

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.