KIHOMAC

Applications Service Delivery Manager

KIHOMAC

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Colorado

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Salary

💰 $150,000 - $180,000 per year

Job Level

SeniorLead

Tech Stack

AWSAzureMicroservicesTypeScript

About the role

  • Oversee end-to-end delivery and operational performance of application services supporting DoD missions
  • Coordinate cross functional teams (App Dev, DB, Platform, Cyber, Network, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services
  • Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
  • Lead Service Governance (CAB/CCB/ARB participation) and maintain decision records
  • Define and maintain service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
  • Own the Service Catalog entries for application services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
  • Coordinate readiness for new or changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO artifacts, handover)
  • Forecast demand and plan capacity (compute, storage, licenses, staff)
  • Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
  • Chair and drive change quality: pre-implementation reviews, maintenance windows, freeze periods, and rollback validation
  • Ensure releases meet readiness gates and verify post change health
  • Own P1/P2 Major Incident bridges, communications, and stakeholder updates through resolution
  • Ensure first response quality (MTTA), restoration (MTTR), user experience impact tracking, and formal post incident reviews
  • Drive root cause analysis (RCA) with durable corrective actions and track effectiveness
  • Manage availability targets, error budgets, technical debt, and resiliency patterns (graceful degradation, retries, circuit breakers)
  • Maintain service continuity, DR plans, and evidence of periodic tests (RTO/RPO attainment)
  • Align service 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 and validate vendor runbooks, maintenance notifications, and participation in incidents/RCAs
  • Provide daily/weekly/monthly performance reporting (availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, 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/analysts/engineers; 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
  • Relevant Technical Certifications (Azure Administrator Associate, AWS, etc.) 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 delivering and/or managing IT Service Delivery within large and complex government and commercial environments
  • In-depth understanding of ITIL framework and best practices (incident, problem, change, release management)
  • Proven ability to manage budgets, vendor contracts, and executive reporting
  • Familiarity with application architectures (web tiers, APIs, microservices/containers), observability (APM, logs/metrics/traces), and security controls 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 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
  • Able to safely lift and carry up to 20 pounds at a time
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