Service Delivery Manager Posted Date 10 hours ago(4/23/2025 3:55 PM) Job ID 2025-27951 Category Network Engineering Location US-Remote About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Service Delivery Manager to join us. 

 

Duties and Responsibilities:

Lead the end-to-end delivery of IT and network services in accordance with Approved Quality Levels (AQLs), ensuring service standards, availability, and performance are met or exceeded.Oversee and coordinate cross-functional technical teams (engineering, operations, NOC, cybersecurity) to ensure project and service delivery requirements are fulfilled.Manage and prioritize service requests, backlog items, and incident escalations using agile methodologies (e.g., Scrum or Kanban), balancing short-term needs and long-term improvements.Serve as the primary point of contact for CBP mission stakeholders (EIOD, NAED, NOD, MCD) and operational interfaces (Service Desk, NOC), ensuring transparency, responsiveness, and mission alignment.Maintain regular reporting on service delivery KPIs and SLAs, and proactively address gaps, risks, or systemic issues with collaborative solutions.Support both steady-state operations and surge scenarios, including deployments, outages, and high-priority mission shifts, ensuring continuity of service and rapid response coordination.Develop and maintain operational playbooks, escalation procedures, and cross-team workflows to ensure consistency, efficiency, and knowledge sharing.Track and report on resource utilization, service capacity, and project timelines, informing leadership on bottlenecks and staffing needs.Contribute to continuous improvement by analyzing delivery trends, identifying areas for process automation or optimization, and implementing corrective actions. Qualifications

Education and Years of Experience:  

BS 8-10, MS 6-8, PhD 3-5

Required and Desired Skills/Certifications: 

3–5+ years of experience managing IT service delivery or infrastructure/network project teams in a federal or enterprise environmentStrong knowledge of ITIL service lifecycle and agile delivery methodologiesProven experience managing SLAs, KPIs, incident escalations, and multi-team coordinationExcellent communication and stakeholder engagement skills across technical and non-technical audiencesProficient with tools such as Jira, ServiceNow, MS Project, Confluence, and Agile dashboards