Service Delivery Manager

Koniag IT Systems LLC a Koniag Government Services company is seeking a Service Delivery Manager to support KITS and our government customer Washington DC. The position is hybrid requires 1 day onsite. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Service Delivery Manager provides hands-on coordination stakeholder support and service delivery management support across SBAs enterprise IT support program. This individual serves as a dedicated service delivery coordination resource supporting stakeholder engagement activities service adoption initiatives customer satisfaction management and cross-functional service delivery coordination across the role is distinguished from the Customer Success / Service Delivery Lead by its focus on day-to-day service delivery coordination and stakeholder support execution rather than strategic leadership and program oversight. The Service Delivery Manager is the hands-on coordination resource who ensures that service delivery activities are executed reliably stakeholder communications are delivered on time customer satisfaction data is collected and analyzed accurately and cross-functional service delivery coordination activities run smoothly across SBAs enterprise IT individual must demonstrate solid proficiency in IT service delivery coordination stakeholder communication customer satisfaction management and service adoption support with the ability to independently manage routine and moderately complex service delivery activities and escalate complex issues to the Customer Success / Service Delivery Lead as Responsibilities:Service Delivery CoordinationCoordinate day-to-day service delivery activities across functional areas supporting multi-team service requests projects and initiatives in a cohesive and well-organized mannerServe as a coordination point for cross-functional service delivery activities that involve multiple contractor teams and Government stakeholdersMonitor service delivery performance against service level objectives identifying and escalating delivery risks to the Customer Success / Service Delivery LeadTrack open service delivery issues action items and follow-up activities ensuring timely resolution and accurate status reportingSupport development and maintenance of service delivery coordination procedures and communication frameworksCoordinate with functional area leads on service delivery activities that require cross-team collaboration and stakeholder communicationMaintain accurate service delivery records and coordination documentation in the Government ITSM platformStakeholder Engagement Support:Support the Customer Success / Service Delivery Lead in managing stakeholder relationships across SBAs enterprise environmentCoordinate scheduled stakeholder touchpoints including service reviews satisfaction check-ins and feedback collection activitiesPrepare stakeholder meeting materials including agendas status updates action item logs and follow-up documentationMaintain accurate stakeholder contact records engagement histories and relationship documentationSupport stakeholder escalation management activities coordinating with functional area leads on issue resolution and stakeholder communicationProvide timely and accurate stakeholder communication updates to the Customer Success / Service Delivery LeadAssist in preparing stakeholder-facing reports presentations and service performance summariesCustomer Satisfaction Management:Administer and manage SBAs customer satisfaction survey program including post-ticket surveys periodic satisfaction surveys and targeted feedback collection activitiesMonitor customer satisfaction survey responses and escalate negative feedback or significant satisfaction concerns to the Customer Success / Service Delivery Lead promptlyMaintain accurate customer satisfaction records and trend data in the Government ITSM platform and reporting dashboardsGenerate routine customer satisfaction reports for review by the Customer Success / Service Delivery Lead and Contractor Program ManagerIdentify trends in customer satisfaction data and communicate findings and observations to the Customer Success / Service Delivery LeadCoordinate with functional area leads on customer satisfaction improvement actions tracking progress and reporting outcomesSupport achievement of the customer satisfaction target of 90% satisfied or very satisfied per post-ticket survey resultsService Communications:Support development and delivery of IT service communications including service announcements maintenance notifications new service introductions and user-facing guidance materialsCoordinate with the Release / Environment Manager and functional area leads on user communications for planned service changes releases and maintenance activitiesDraft and distribute service communications to SBA stakeholders in accordance with the service communications calendar and Customer Success / Service Delivery Lead directionMaintain accurate service communications records including sent communications distribution lists and stakeholder acknowledgment trackingSupport maintenance of the service communications library including email templates intranet content and user-facing reference materialsMonitor stakeholder responses to service communications escalating questions concerns and feedback to the Customer Success / Service Delivery LeadTraining Support & Coordination:Support development and delivery of end-user IT training programs under the direction of the Customer Success / Service Delivery LeadCoordinate training session logistics including scheduling facility or virtual platform coordination participant registration and attendance trackingAssist in development and maintenance of training materials quick reference guides and user-facing knowledge base articlesMonitor training completion rates and participant feedback reporting outcomes to the Customer Success / Service Delivery LeadCoordinate with functional area leads on training content accuracy ensuring that training materials reflect current system configurations and proceduresSupport maintenance of the training content library and training calendarAssist in delivery of basic end-user training sessions as directed by the Customer Success / Service Delivery LeadService Catalog Support:Support maintenance of SBAs IT service catalog ensuring that service descriptions request procedures and service level information are accurate and currentCoordinate with functional area leads on service catalog content updates for new and modified servicesMaintain user-facing service request guidance and self-service portal content in coordination with the Service Management LeadMonitor service catalog usage and request trends reporting findings to the Customer Success / Service Delivery LeadSupport development and maintenance of self-service portal content and knowledge base articles that enable SBA staff to resolve common issues independentlyAssist in processing service catalog update requests in the Government ITSM platformEscalation Coordination Support:Support management of formal customer escalations under the direction of the Customer Success / Service Delivery LeadTrack open customer escalations coordinating with functional area leads on resolution status and stakeholder communication updatesMaintain accurate escalation records in the Government ITSM platform including escalation details actions taken and resolution outcomesPrepare escalation status updates and resolution communications for review and delivery by the Customer Success / Service Delivery LeadConduct follow-up activities with stakeholders following escalation resolution to confirm satisfaction and close escalation recordsIdentify patterns in escalation data and communicate observations to the Customer Success / Service Delivery LeadReporting & Analytics:Generate routine and ad hoc customer satisfaction service adoption stakeholder engagement and service delivery performance reports for review by the Customer Success / Service Delivery LeadMaintain accurate customer success and service delivery metrics data in the Government ITSM platform and reporting dashboardsContribute customer success and service delivery data to Sprint metrics reporting monthly performance dashboards and Sprint Review demonstrationsSupport development and maintenance of customer success reporting templates and dashboard configurationsProvide accurate customer success data to support continual service improvement activities and Sprint RetrospectivesIdentify trends in service delivery metrics and communicate findings to the Customer Success / Service Delivery LeadRequired Qualifications:Experience:Minimum 35 years of hands-on service delivery coordination customer success or IT stakeholder engagement experience in an enterprise environmentDemonstrated experience coordinating IT service delivery activities across multiple technical teams and stakeholder groups in a Federal or comparable enterprise environmentProven experience administering customer satisfaction programs including survey management data collection and trend reportingExperience developing and distributing IT service communications and user-facing content in an enterprise environmentDemonstrated experience supporting end-user IT training programs including logistics coordination and content development supportFamiliarity with ITIL 4 service management practices as applied to service delivery and customer successExperience using a formal ITSM platform (e.g. ServiceNow) for service delivery coordination and customer satisfaction management activitiesExperience in a Federal or private-sector enterprise environment of comparable scale and complexityTechnical Expertise:Solid proficiency in:IT service delivery coordination and cross-functional team collaborationCustomer satisfaction survey administration and trend reportingIT service communications development and distributionStakeholder engagement support and relationship documentationService catalog content maintenance and self-service portal supportTraining logistics coordination and content development supportITSM platform service delivery and customer satisfaction modules (e.g. ServiceNow)Escalation tracking and coordinationWorking knowledge of:ITIL 4 service management practices including service level management and continual service improvementMicrosoft 365 productivity tools and collaboration platformsAgile/Scrum delivery practices and Sprint coordinationIT service performance metrics and data-driven improvement methodologiesFederal IT service delivery requirements and Government stakeholder engagement practicesTraining content development tools and learning management systemsData analytics and reporting tools for customer satisfaction and service delivery metricsAdditional preferred certifications:ITIL 4 Specialist: Drive Stakeholder Value (DSV)Microsoft 365 Certified: Fundamentals (MS-900)Certified Customer Success Manager (CCSM) or equivalentCertified Scrum Master (CSM) or equivalentProject Management Professional (PMP) or equivalentOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352