Service Delivery LOB Manager

Position: Service Delivery LOB Manager

Location: Arlington, VA- Hybrid Work

Client: Federal

Clearance: Public Trust or Higher-level clearance

Certification: ITIL Desired

Job Description

* The Service Delivery LOB Manager manages the delivery of ITIL (Tier 0-4 lifecycle support services) for 24/7 high-performing service desk with measurable improvements and KPIs.

* The Service Delivery LOB Manager enhances client satisfaction through effective Business Relationship Management.

* The Service Delivery LOB Manager coordinates Mission and Site Support Services, delivering the highest level of operational services, service management, change control, and continuous service improvement.

* The Service Delivery LOB Manager provides reports to Government leadership team on the performance of Service Delivery, customer complaints, and suggestions on how to improve on service delivery.

* The Service Delivery LOB Manager provides expertise in project planning, task management and control; including the demonstrated use of project scheduling, cost management, change management, and tracking tools.

* The Service Delivery LOB Manager performs supervision and direction to ensure quality deliverables are created while managing costs, scheduling, and resources.

* The Service Delivery LOB Manager collaborates with Senior Government Staff and performs work independently to ensure that project goals and objectives are met.

* The Service Delivery LOB Manager has direct experience which demonstrates interpersonal and business communication skills.

* Experience with IT Enterprise Service Delivery Management, ITSM (IT Service Management), and ITIL (Information Technology Infrastructure Library) frameworks valid within 2 years of a candidate being on-board in the position.

* It is required that the Service Delivery LOB Manager has the following qualifications:

* Possess a bachelor's degree in IT, Computer Science, Information Systems, Management, or a related field at time of proposal submission.

* In lieu of a bachelor's degree, possess a minimum of eight (8) years of recent experience providing service delivery support similar to the work described PWS and compliance with industry best practices.

* It is desired that the Service Delivery LOB Manager has the following qualifications:

* Possess a current ITIL Certification.

Experience with IT Enterprise Service Delivery Management, ITSM (IT Service Management), and ITIL (Information Technology Infrastructure Library) frameworks valid within 2 years of a candidate being on-board in the position.