Service Delivery Lead

Key Responsibilities 

• Lead multi‑provider service‑integration activities, aligning processes, roles, and responsibilities across internal IT teams and external supplier organizations. 
• Define and maintain service‑introduction frameworks, including entry and exit criteria, readiness checklists, and transition plans for new or changed services entering production. 
• Establish and oversee governance mechanisms such as operating‑level agreements, RACI models, and integrated performance‑reporting structures that ensure accountability and clarity for end‑to‑end services. 
• Coordinate incident, change, and problem‑management integration across providers to maintain consistent user experience, service quality, and operational continuity. 
• Facilitate risk and impact assessments for service changes, ensuring operational, security, and compliance considerations are addressed and documented before go‑live. 
• Support IT staff responsible for service delivery and operations by communicating expectations, monitoring performance, and enforcing organizational policies, procedures, and core values. 
• Promote continual improvement by analyzing service‑delivery challenges, recommending process changes, and implementing best practices for multi‑provider coordination. 
• Collaborate with senior IT leadership to align service‑integration goals with broader organizational objectives, budget constraints, and strategic technology initiatives. 

Required Qualifications 

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Management, or a related field, or equivalent relevant experience. 
• 6–8 years of experience in information technology with 2–5 years managing IT staff or leading service‑delivery and service‑integration functions. 
• Demonstrated experience coordinating services across multiple service providers, including defining processes, assigning responsibilities, and fostering collaboration to ensure service quality and efficiency. 
• Practical knowledge of ITIL‑aligned service‑management processes and experience applying them in multi‑provider or SIAM‑style environments. 
• Strong communication, analytical, problem‑solving, and interpersonal skills, with the ability to facilitate meetings, document requirements, and conduct root‑cause analysis. 
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified. 
• Willingness and ability to travel 10–25% to support stakeholder engagement, service transitions, and operational coordination. 

Preferred Qualifications 

• Experience operating in a lead‑supplier or service‑integrator role within a formal SIAM framework, coordinating multiple IT service providers. 
• ITIL or SIAM‑focused training or certification demonstrating structured knowledge of service‑integration and multi‑vendor management best practices. 
• Background in federal contracting environments with experience managing service transitions, governance structures, and compliance documentation. 

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