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Job Details


Service Delivery Manager ( R-00063747 )

Customer Service

Assistant Manager



Washington, Washington DC, United States


Job Description:

We are seeking a Service Delivery Manager in the Virginia, DC, Maryland, or Raleigh-Durham area to work with the best and brightest around the country in creating innovative solutions for our EPA program. You will work in a fast-paced and diverse environment, enjoy flexible work arrangements, and will have a management team that encourages your career development and growth. In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools.

The Service Delivery Manager (SDM) shall manage all service delivery-related processes and the delivery of projects from engineering to operation; shall be the service owner for all end user and customer-facing IT services and solutions; and shall ensure end-to-end delivery of services based on Government-approved ITSM processes consistent with industry best practices.

The SDM shall be responsible for delivery and ownership of holistic customer service offerings including:

  • Ensure that policies and processes are in place to deliver consistent, efficient, and effective services

  • Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience

  • Responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction


  • Bachelor's degree and a minimum of five to eight years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery

  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity

  • Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience. Recent experience implementing, managing, and modernizing successful self-help/self-heal services

  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions

  • Recent experience with developing and managing a customer-focused continuous improvement program

  • Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government

  • Experience in communicating with Government personnel, including agency executives

Preferred Requirements:

  • ITIL 4 Managing Professional Certification (preferred) or ITIL 3 Expert Certification

  • Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification

  • Help Desk Institute Support Center Manager (HDI-SCM) Certification

External Referral Bonus:Ineligible

External Referral Bonus $:

Potential for Telework:Yes, 25%

Clearance Level Required:Public Trust

Travel:Yes, 25% of the time

Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Technology Management

Pay Range: