Service Delivery Manager (IT Service Management)

E-Logic is seeking a highly experienced Service Delivery Manager to lead enterprise IT service management operations in support of a federal client. This role is responsible for overseeing Service Desk operations, ensuring high-quality service delivery, and managing contract performance across multiple ITSM functions including Incident, Problem, Asset, and Knowledge Management. The Service Delivery Manager will serve as the primary interface between E-Logic and government stakeholders, ensuring all contractual requirements, service level agreements (SLAs), and performance metrics are consistently met or exceeded.

Key Responsibilities

Lead and manage end-to-end IT service delivery aligned with ITIL best practices

• Oversee Service Desk operations ensuring timely, accurate, and high-quality support across all intake channels (phone, email, chat, portal)
• Ensure achievement of SLA targets such as response times, resolution rates, and customer satisfaction metrics
• Act as escalation point for complex service issues and ensure rapid resolution
• Serve as the primary point of contact with Government Contracting Officer (CO) and COR
• Ensure full compliance with contract requirements, federal standards, and reporting obligations
• Develop and deliver monthly performance reports including service metrics, trends, and improvement initiatives
• Monitor contract performance, risks, and develop mitigation strategies
• Lead, supervise, and mentor Service Desk and technical support teams
• Manage staffing levels, scheduling, and workforce planning to meet service demand fluctuations
• Ensure continuous training, performance improvement, and adherence to operational procedures
• Analyze service performance data and customer feedback to identify improvement opportunities
• Develop and implement service delivery strategies, workflows, and process enhancements
• Drive continuous improvement initiatives aligned with federal IT modernization goals
• Oversee:
• Incident Management & Service Request Fulfillment
• Problem Management and root cause analysis
• IT Asset & Inventory Management lifecycle
• Knowledge Management and documentation processes
• Monitor contract burn rate and resource utilization (including Time & Materials work)
• Optimize operational costs while maintaining service quality

Required Qualifications

• Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience)
• 8-10+ years of experience in IT Service Management / Service Delivery roles
• Proven experience managing enterprise Service Desk operations in a federal environment
• Strong knowledge of ITIL frameworks (v3 or v4) and ITSM best practices
• Hands-on experience with tools such as:
• ServiceNow
• Microsoft 365 / Azure
• Active Directory / endpoint support technologies
• Demonstrated leadership experience managing technical teams in fast-paced environments
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management skills

Preferred Qualifications

• ITIL Certification (Foundation or higher)
• Experience supporting federal agencies or government contracts
• Familiarity with:
• Asset management lifecycle processes
• Knowledge management systems
• IT security and compliance standards (e.g., NIST)
• Experience with continuous service improvement (CSI) initiatives