Service Delivery Manager

ECS is seeking a Service Delivery Manager to work in our Arlington, VA office. Please Note : This position is contingent upon contract award.

Job Description :

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution.

The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats.

The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet DHS requirements.

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key.

Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!

ECS is seeking a Senior Manager to serve as the Service Delivery Manager for the new CDM Data Services Program. In this role, you will oversee multiple teams and workstreams aimed at ensuring the delivery of superior services to our customers.

Your direct reports will include multiple Services Leads / Product Managers for each of our key solution components, Release Managers, Scrum Masters and a Release Train Engineer.

You will be responsible for planning, organizing and delivering an effective end-to-end experience with CDM products and services within the Scaled Agile Framework (SAFe).

Specific duties include :

• Defining and implementing the systems, procedures, and methodologies to support outstanding service delivery, IT service management, implementation of ITIL principles, and strategies for optimizing IT operations.
• Building and leading an effective team in a matrixed, agile environment
• Fostering a positive customer experience and prescribing / implementing continuous improvement to maximize success.
• Organizing agile teams, processes and backlogs to promote efficient and effective delivery.
• Managing multiple projects or initiatives, aimed at achieving optimal service delivery.
• Building strong relationships with teams and stakeholders to enable effective collaboration between teams.
• Monitoring and reporting on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.

As a leader within our team, you will be expected to ensure total program success through workforce management (hiring, supervisory responsibilities, coaching / mentoring), fostering positive client relationships and advancing both mission and business objectives through proactive risk and opportunity management.

Our leaders must demonstrate expert level communication skills with both technical and non-technical personnel, both oral and written.

Required Skills :

• 10+ years of relevant experience, including the delivery of enterprise solutions for Federal departments and agencies.
• Expert level understanding of service management principles, frameworks (including ITIL), and best practices to ensure the efficient and effective delivery of services.

This includes incident management, problem management, change management, and service level management.

• Demonstrated leadership success including the ability to build and lead high-performing teams within a SAFe environment.
• Experience as a Service Lead and / or Product Manager for one or more enterprise IT products or services, delivered according to best practices for DevSecOps.
• Strong technical strong technical acumen and experience successfully leading engineering resources and projects. Demonstrated ability to thrive in a dynamic technical environment, collaborate well with others, and take initiative to solve complete problems
• US citizenship and ability to acquire DHS Suitability

Desired Skills :

• SAFe Certification
• Experience delivering Federal cyber security solutions
• Experience managing teams on DHS Programs and DHS SELC
30+ days ago