Technical Service Delivery Manager

Title: Technical Service Delivery Manager

State Role Title:Info Technology Manager II

Hiring Range: $165000 - $192000

Pay Band: 7

Agency: VA Information Tech Agency

Location:VA Information Technologies

Agency Website: Type: General Public - G

Job Duties

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as a Technical Service Delivery Manager with the Infrastructure Services Directorate.

The Virginia Information Technologies Agency (VITA) is the Commonwealths consolidated information technology organization. We are a national tech leader in the public sector connecting Virginians to critical government services through information and innovation technology IT infrastructure cybersecurity and governance.

VITA provides information technology infrastructure services to support Virginias Executive Branch agencies missions using the Multi-Sourcing Integration (MSI)/service integration and management (SIAM) model and the Information Technology Infrastructure Library (ITIL) framework.

The Technical Service Delivery Manager is responsible for the operations and all supplier services to the Executive Branch Agencies. This position is critical to providing the technical and business expertise to contractual issues solutions standards and strategy execution and enterprise planning.

This position has direct oversight of the Platform of which is made of Voice/Data Network Server-Storage DataCenter End User Compute Managed security services Mainframe Services Messaging and the Multisource Service Integrator.

The position will also:

Be the primary relationship focus for each supplier and discuss all issues challenges and successes across the Platform as defined by a multi-data center/cloud hybrid environment.

Responsible for developing the strategy and design for services provided to Executive Branch agencies. This position will help set the strategic direction for enterprise IT service delivery to ensure reliable secure and scalable technology services that support organizational priorities. Provide strategic directions for technology services such as Disaster Recovery as a Service Backup as a Service.

Coordinate with Cloud directors and other stakeholders to ensure service quality and customer satisfaction. Work with MSI and other stakeholders to ensure all services are aligned and performed appropriately by each supplier.

Ensure service integration efforts across internal teams and external suppliers to deliver seamless end-to-end IT services.

Ensure governance structures to oversee service providers ensuring performance accountability risk mitigation and continuous improvement across all IT services.

Ensure compliance with applicable policies standards and service management frameworks.

Responsible for directing the delivery and coordination of internal services. Direct the planning execution and evaluation of service delivery initiatives balancing operational stability with innovation and modernization.

Develop and mentor high-performing teams setting clear expectations and fostering a culture of accountability and service excellence.

Champion continuous service improvement by leveraging performance metrics customer feedback and industry best practices.

Join VITA at The Boulders in Richmond VA where innovation meets impact! As the Commonwealths leading IT agency were connecting protecting innovating and powering Virginias digital future through collaboration creativity and purpose. Our team thrives in a vibrant customer-focused environment that values growth accountability and forward thinking all while making technology work for every corner of Virginia.

Minimum Qualifications

Extensive experience leading IT service delivery and supplier relationship management in a highly complex environment.

Experience leading diverse cross-functional teams delivering enterprise solutions.

Extensive experience working with multiple stakeholders facilitating collaboration and consensus on plans policies and initiatives at the strategic tactical and operational levels.

Considerable experience working with all levels of management executives at the highest levels of government and private sector partners.

Considerable knowledge of the principles and practices in the areas of strategic IT and service delivery large dollar supplier and contract administration delivery management service level management transitioning suppliers service delivery and service lifecycle management and project management.

Considerable knowledge of large organization financial procedures and budgeting.

Experience with Private and Public Cloud architecture operations and management in a hybrid cloud environment such as managing supplier managed physical data centers and/or managing large networks across multiple sites.

Experience in monitoring IT environments for compliance with information security architecture policies and standards.

Extensive experience tracking and solving Information Technology problems.

Extensive skills in written communication as it pertains to technical information interpreting complex data and providing informed analysis.

Additional Considerations

Project management certification is desirable.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

This position is telework eligible.

Applicants must consent to a fingerprint background check.

The Commonwealth of Virginia welcomes all applicants authorized to work in the United States. Sponsorship is not provided; therefore applicants must be a citizen or national of the U.S. a Lawful Permanent Resident or an alien authorized to work.

State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications resumes cover letters any other format. The decision to interview an applicant is based on the information provided in the application and/or resume.

Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.

VITA is a Virginia Values Veterans (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29 (2010). If you are a Veteran or Virginia National Guard Member we encourage you to apply and receive preference in the hiring process. AmeriCorps Peace Corps and other national service alumni also are encouraged to apply.

Contact Information

Name: VITA Human Resources

Phone:

Email:

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at .

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022- February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.