IT Service Delivery Manager
Springfield, Virginia / Washington, District of Columbia
Management /
Full-time /
Hybrid
NextGen Federal Systems is seeking an IT Service Delivery Manager for our Federal Law Enforcement program. The IT Service Delivery Manager is responsible for overseeing the full lifecycle of IT service delivery operations, ensuring the provision of Tier 0–4 support services through a 24/7 high-performing service desk environment. This role leverages ITIL and IT Service Management (ITSM) frameworks to improve service outcomes, maintain operational excellence, and enhance customer satisfaction. The IT Service Delivery Manager ensures effective coordination across mission and site support operations and reports directly to government leadership on key performance metrics, issues, and opportunities for improvement.
Key Responsibilities
- Lead and manage end-to-end IT service delivery operations based on ITIL best practices, ensuring high-quality support across Tier 0–4 services.
- Supervise a 24/7 service desk and support organization, ensuring service level agreements (SLAs) and performance indicators (KPIs) are consistently met or exceeded.
- Drive continuous service improvement (CSI) initiatives, applying insights from performance data, customer feedback, and root cause analysis.
- Establish and maintain Business Relationship Management (BRM) practices to improve client satisfaction and stakeholder engagement.
- Provide regular reporting to government leadership on service delivery performance, customer issues, and actionable recommendations.
- Coordinate mission and site support services, ensuring seamless IT operations and alignment with agency objectives.
- Oversee project planning, task assignment, cost management, and resource control using industry-standard project management tools and techniques.
- Ensure quality deliverables are consistently produced while managing scheduling and resource allocation efficiently.
- Collaborate closely with senior government staff and internal teams to ensure that project goals, IT service strategies, and performance expectations are achieved.
- Serve as a subject matter expert in ITSM, IT service operations, and service governance practices.
Required Qualification
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Management, or a related field
- A minimum of eight (8) years of recent experience (within the last two years) in IT enterprise service delivery, supporting environments aligned with ITIL and industry best practices.
- Proven experience leading service delivery teams in high-availability, customer-focused support environments.
- Demonstrated expertise with ITSM platforms, change control, incident/problem management, and performance tracking.
Desired Qualifications
- Current ITIL certification (e.g., ITIL v4 Foundation or higher).
- Experience with enterprise-scale service desk operations and managing performance across geographically distributed teams.
- Familiarity with tools such as ServiceNow, Remedy, or similar ITSM platforms.
- Strong interpersonal and communication skills with a record of effective collaboration with government and contractor teams.
About NextGen:
NextGen Federal Systems is an innovative technology and professional services provider specializing in advanced software solutions and comprehensive mission and business support services. We work in close collaboration with our Customers to truly understand their business and mission goals. Our approach is to design, build, implement, and manage solutions that measurably improve our client’s organizational performance. We have established and foster a corporate culture where we:
•Treat employees with fairness and respect regardless of their position, sexual identity, race, or tenure.
•Communicate the importance of our mission and our employees’ contributions to it, ensuring they understand how their job role contributes to the greater good.
•Openly promote and communicate our ideas for change and adaptability.
•Strive to achieve results as an organization.
•Hold employees accountable to their commitments and provide incentives that encourage positive and productive behaviors.
•Value the talents and contributions of our employees as the key factor for our success.
•Create an environment where people can engage at all levels.
•Encourage people to take risks and allow them to make mistakes.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
RefID: D01y
