Service Infrastructure and Service Delivery Manager
KIHOMAC
AWSAzureCloudLinuxPMPServiceNowTypeScript
Service Delivery Manager – Networks
KIHOMAC
full-time
Posted on:
Origin: • 🇺🇸 United States • Alabama, Colorado
Visit company websiteSalary
💰 $150,000 - $180,000 per year
Job Level
SeniorLead
Tech Stack
AWSAzureCloudPMPTypeScript
About the role
- Provide end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments; own SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity
- Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
- Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintain decision records and traceability
- Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
- Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
- Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover)
- Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads
- Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
- Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation
- Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact
- Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration)
- Drive RCA with durable corrective actions; track aging and verify effectiveness
- Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene)
- Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment)
- Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure
- Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles
- Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements
- Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed
- Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs
- Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS)
- Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions
- Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations
- Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth
- Other duties as assigned
Requirements
- Bachelor’s Degree in relevant engineering or science discipline required
- Master’s Degree preferred
- Must have, or obtain within 6 months of start date, current DoD 8570 or 8410 compliant certifications (i.e. Security+)
- ITIL v4 Foundation Certification preferred
- PMP or PMI certification preferred
- Lean Six Sigma Green Belt preferred
- AWS Advanced Networking – Specialty (or equivalent) or Azure Network Engineer Associate (AZ 700) preferred
- 12+ years of professional experience in the required task area
- 5+ years of professional experience as an IT Service Delivery Manager or similar role
- 1+ years of professional experience working in a management or leadership role
- Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments
- In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
- Proven ability to manage budgets, vendor contracts, and executive reporting
- Familiarity with enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints in IL4/5/6 environments
- Must be a US citizen
- Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI
- Candidates with active current TS/SCI preferred
- Able to occasionally reach with hands and arms
- Prolonged periods of computer screen use, while sitting or standing at a desk
- Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
- Able to safely lift and carry up to 20 pounds at a time
