Service Delivery Manager (IT Service Management)
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
E-Logic is seeking a highly experienced Service Delivery Manager to lead enterprise IT service management operations in support of a federal client. This role is responsible for overseeing Service Desk operations ensuring high-quality service delivery and managing contract performance across multiple ITSM functions including Incident Problem Asset and Knowledge Management. The Service Delivery Manager will serve as the primary interface between E-Logic and government stakeholders ensuring all contractual requirements service level agreements (SLAs) and performance metrics are consistently met or exceeded.
Key Responsibilities
Lead and manage end-to-end IT service delivery aligned with ITIL best practices
- Oversee Service Desk operations ensuring timely accurate and high-quality support across all intake channels (phone email chat portal)
- Ensure achievement of SLA targets such as response times resolution rates and customer satisfaction metrics
- Act as escalation point for complex service issues and ensure rapid resolution
- Serve as the primary point of contact with Government Contracting Officer (CO) and COR
- Ensure full compliance with contract requirements federal standards and reporting obligations
- Develop and deliver monthly performance reports including service metrics trends and improvement initiatives
- Monitor contract performance risks and develop mitigation strategies
- Lead supervise and mentor Service Desk and technical support teams
- Manage staffing levels scheduling and workforce planning to meet service demand fluctuations
- Ensure continuous training performance improvement and adherence to operational procedures
- Analyze service performance data and customer feedback to identify improvement opportunities
- Develop and implement service delivery strategies workflows and process enhancements
- Drive continuous improvement initiatives aligned with federal IT modernization goals
- Oversee:
- Incident Management & Service Request Fulfillment
- Problem Management and root cause analysis
- IT Asset & Inventory Management lifecycle
- Knowledge Management and documentation processes
- Monitor contract burn rate and resource utilization (including Time & Materials work)
- Optimize operational costs while maintaining service quality
Required Qualifications
- Bachelors degree in IT Computer Science Business or related field (or equivalent experience)
- 8-10 years of experience in IT Service Management / Service Delivery roles
- Proven experience managing enterprise Service Desk operations in a federal environment
- Strong knowledge of ITIL frameworks (v3 or v4) and ITSM best practices
- Hands-on experience with tools such as:
- ServiceNow
- Microsoft 365 / Azure
- Active Directory / endpoint support technologies
- Demonstrated leadership experience managing technical teams in fast-paced environments
- Strong analytical problem-solving and decision-making skills
- Excellent communication and stakeholder management skills
Preferred Qualifications
- ITIL Certification (Foundation or higher)
- Experience supporting federal agencies or government contracts
- Familiarity with:
- Asset management lifecycle processes
- Knowledge management systems
- IT security and compliance standards (e.g. NIST)
- Experience with continuous service improvement (CSI) initiatives
About Company
E-Logic is an SBA 8(a) and HubZone Certified, Minority-Owned, Small Disadvantaged Business. The company was established in 2007.
