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Service Delivery Manager

Req #: 132971
Location: Seattle, WA US
Job Category: Project and Program Management
Security Clearance: Public Trust
Clearance Status: Must be Obtainable

Job Description

The Service Delivery Manager (SDM) works across tasks and is responsible to synchronize efforts and maintain high quality services across the end-to-end enterprise. The SDM ensures a seamless operation across tasks and fosters a culture of continual service improvement to improve the efficiency and effectiveness of deployed services. The SDM ensures consistent adherence to policies, processes, and procedures. The SDM is the senior technical resource on the program, monitoring all performance metrics and ensuring the service delivery meets all Service Level Agreements (SLAs). The SDM interacts with key customer stakeholders and internal team leads to coordinate activities, review planned changes, respond to unplanned outages, and to resolve escalated issues.
 
 
Duties and Responsibilities:
·  Responsible for working across tasks and synchronizing efforts and maintain high quality services across the end-to-end enterprise.
·  Ensures a seamless operation across tasks and fosters a culture of continual service improvement to improve the efficiency and effectiveness of deployed services.
·  Ensures consistent adherence to policies, processes, and procedures.
·  A senior technical resource on the program, monitoring all performance metrics and ensuring the service delivery meets all Service Level Agreements (SLAs).
·  Provide technical, managerial, and administrative direction for problem definition, analysis, requirements development, and implementation for complex to extremely complex systems in the subject matter area.
·  Interacts with key customer stakeholders and internal team leads to coordinate activities, review planned changes, respond to unplanned outages, and to resolve escalated issues.
·  Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
·  Investigate and report all breaches of OLA's and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences.
·  Ensure effective delivery, management and improvement to client needs.

Mandatory Qualification
· Bachelor's degrees in Computer and Information Technology Services
· Twelve years' progressively experience in major ITSM, IT software, hardware, or integration projects.
· ITIL Expert certification.

 
Preferred Qualifications:
· Masters of Business Administration from an accredited post-secondary institution or program.
· Project Management Professional (PMP) with four years' experience holding.
·O ne year experience with BMC Remedy 9.1.
· Two+ years' experience with Business Objects, and dashboard tools.
· Two+ years' experience working in an IT services on a 24x7 environment.
 

Job Location

US-Seattle-WA-SEATTLE


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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