Service Delivery Manager

The Service Delivery Manager/Technical Project Manager acts as the primary liaison between the client and contractors, overseeing the transition, operational performance, technical coordination, and delivery of authorized infrastructure projects. This role ensures seamless service delivery, manages risks and changes, and maintains effective communication across multiple technical teams and stakeholders. Responsibilities:

• Lead kickoff, transition, stabilization, and steady-state governance activities.
• Maintain integrated service plans, schedules, action logs, risk registers, and decision logs.
• Serve as the primary contact for the Contracting Officer Technical Representative (COTR).
• Coordinate infrastructure, OES/NDS, network, wireless, and field-services personnel.
• Monitor ticket priorities, aged work, escalations, maintenance, and project commitments.
• Lead major incident coordination and stakeholder communications.
• Facilitate weekly and monthly service reviews.
• Review SLA and KPI performance and develop corrective actions.
• Control scope, schedule, dependencies, and acceptance criteria for authorized projects.
• Coordinate changes with stakeholders and technical leads.
• Validate invoices, labor records, parts usage, and supporting documentation.
• Maintain resource coverage and backup assignments.
• Coordinate subcontractor or manufacturer support only after approval.
• Manage transition-out and final record transfer processes.

• Expertise in IT service management and infrastructure operations governance.
• Experience with incident, problem, change, release, and configuration management.
• Infrastructure project and migration coordination skills.
• SLA development and performance reporting capabilities.
• Risk and issue management proficiency.
• Strong executive and technical communication skills.
• Experience coordinating public-sector or K-12 stakeholders.
• Vendor, warranty, and escalation management experience.
• Minimum of seven years managing infrastructure or IT service-delivery engagements.
• Minimum of five years coordinating multi-technology technical teams.
• Experience supporting distributed, business-critical environments.
• Strong written reporting and presentation skills.

• Project Management Professional (PMP) or equivalent certification.
• ITIL 4 Foundation or higher certification.
• Relevant infrastructure or service-management certifications.

• Must coordinate subcontractor or manufacturer support only after client approval.
• Responsible for managing major incident coordination and stakeholder communications.
• Accountable for maintaining resource coverage and backup assignments.

• Work schedule may include coordination across multiple teams and time zones to support business-critical environments.
• Availability for incident response and major incident coordination as needed.