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service delivery manager

it helpdesk manager

Penta Group

<div><div><div>Penta Group is a global company providing data-driven solutions to help clients achieve their objectives in an increasingly complex stakeholder environment. We provide cutting-edge intelligence products to help clients understand what their stakeholders think, see, and hear, and then leverage that intelligence to develop and execute effective, measurable strategies.</div><div></div><div><br>
Our global team brings decades of experience in business, government, communications, research, data science, and media. Our clients include companies across a variety of industries, including technology, financial services, energy, healthcare, and more. Penta has offices in New York, London, Washington, DC, San Francisco, Dublin, London, Brussels, Singapore, and Hong Kong.</div><div></div><div><b><br>
Penta Group&rsquo;s IT Department:</b></div><div>
At Penta, our IT team is the backbone of our digital ecosystem architecting, monitoring, and securing the networks, systems, and cloud environments that power every corner of the organization. We deliver high-touch user support, ensure lightning-fast performance, and enforce rigorous security protocols and compliance standards all while proactively safeguarding data and mitigating emerging threats. Beyond maintenance, we drive innovation. From evaluating and deploying next-generation tools to streamlining workflows through automation and AI, we enable every team to work smarter and scale faster. By translating complex technology into practical solutions, the IT team empowers Penta&rsquo;s people to push boundaries, achieve their goals, and keep our organization one step ahead in a dynamic digital world.</div><div></div><div><b><br>
Role Summary:</b></div><div>
As an IT Helpdesk Manager you will oversee the day-to-day operations of Penta Group&rsquo;s internal global service desk, ensuring consistent, high-quality technical support for all employees. You&rsquo;ll also be responsible for maintaining operational excellence across the helpdesk function, driving adherence to SLAs and resolution targets, and ensuring a seamless end-user support experience. Finally, you will lead and develop the helpdesk team, optimize processes, and play a pivotal role in shaping the IT support roadmap.</div><div></div><div><br>
This role is a great fit for someone who enjoys partnering on strategic initiatives, leading operational improvement projects, and ensuring the helpdesk operates as a high-performing, metrics-driven function aligned with organizational goals.</div><div></div><div><b><br>
The IT Helpdesk Manager is expected to:</b></div><ul><li>Lead, mentor, and support helpdesk technicians to ensure strong performance, exceptional customer service, and continuous skill growth</li><li>Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts</li><li>Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction</li><li>Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements</li></ul><div>
- Oversee helpdesk tools for ticketing, remote support, and asset management. - Maintain the internal knowledge base and ensure standardized procedures across the team</div><ul><li>Partner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues</li><li>Ensure helpdesk operations follow internal security, data protection, and compliance requirements</li></ul><div></div><div><b><br>
The ideal candidate will have:</b></div><ul><li>A Bachelor&rsquo;s degree in IT or related field, and/or 5+ years of experience in IT support operations</li><li>One or more years of leadership experience in a helpdesk or technical support environment</li><li>Strong knowledge of ITSM principles, SLAs, and escalation management</li><li>Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management</li><li>Exceptional experience providing desktop support for Windows machines</li><li>Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.)</li><li>A solid understanding of hardware, software, networking, and troubleshooting fundamentals</li><li>Excellent communication, organizational, and analytical skills</li><li>The ability to balance strategy with hands-on support when needed</li><li>Demonstrated past success driving operational efficiency and customer satisfaction</li><li>Past experience with Okta, or Cisco Duo, is a plus</li><li>Experience troubleshooting, and providing support, for Mac machines is a plus</li></ul><div></div><div><b><br>
Salary Range:</b></div><div>
The base salary range for this position will be $90,000 - $100,000 per year, depending on a candidate&rsquo;s experience and qualifications as they relate to the position.</div><div></div><div><b><br>
Benefits:</b></div><div>
Penta Group is committed to providing a comprehensive and competitive benefits package to support the well-being and financial security of our employees. Our benefits include:</div><div></div><ul><li><br>
<b>Healthcare Coverage:</b> Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiums
</li><li><b>Retirement Benefits:</b> A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savings
</li><li><b>Income Protection:</b> Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance</li><li><b>Paid Parental Leave:</b> 12 weeks of paid parental leave for birthing and non-birthing parents</li><li><b>Flexible Paid Time Off:</b> Flexible Paid Time Off(PTO) policy and a generous holiday schedule<br>
</li></ul><div></div><br>
<div>Additional Perks &amp; Support:</div><ul><li>A monthly cell phone stipend</li></ul><div>
Frequent firm-wide social events and team-building activities
</div><ul><li>Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues</li><li>Health &amp; Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultations
</li><li>Discounted employee-paid pet insurance coverage through Nationwide<br>
</li></ul><div></div><br>
<div><b>Location and Schedule:</b></div><div>
For this position, we are only considering applicants in the greater Washington DC area that preferably can join our team in our DC office two days per week.</div></div><br>
<div></div>
<div><div><i>
Penta Group, LLC values diversity and inclusion, is committed to equal employment opportunity, and to compliance with federal anti-discrimination laws. We also comply with District of Columbia law, which prohibits discrimination and harassment against employees, applicants for employment and interns based on race, color, religion, sex (including pregnancy, childbirth or related medical conditions, reproductive health decisions and breastfeeding), national origin, disability, age (18 and over), personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation (e.g., being enrolled in a college or university or in a business, nursing, professional, secretarial, technical or vocational school), political affiliation, genetic information (including family medical history), lawful use of tobacco products, unemployment status and status as a victim or the family member of a victim of domestic violence, a sexual offense or stalking.</i></div></div>
<div><div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div></div></div>

IT Helpdesk Manager

ASRC Federal

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™
<br><br>
ASRC Federal recently was awarded the DHS OIG Helpdesk Support Contract located in Washington, DC.
<br>This requisition is for current DHS OIG Helpdesk Support incumbent employees transitioning into ASRC Federal for various positions. It does not represent an open position. It is being used to capture incumbent employee data for transition and onboarding purposes only.
<br><br>
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
<br><br>
EEO Statement
<br>ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

DHS OIG Helpdesk Support INCUMBENT Only

Berkshire

<p></p><div><div><b><i>....Tag you're it!!!!!....</i></b></div>
<div></div>
<div><b><i>Our &ldquo;IT factor&rdquo; means we are the best in what we do and are always striving to be even better!</i></b></div>
<div></div>
<div><b><i>Team &ldquo;IT FACTOR&rdquo;</i></b></div>
<div></div>
<div>Berkshire is a nationally respected property management team that creates memorable and valuable experiences for all of our stakeholders by attracting fun, engaging talent that is committed to excellence in everything we do! We own and manage our own properties, and we have one asset that sets us apart from the others &ndash;Berkshire people.</div>
<div></div>
<div>We offer 3 weeks of vacation, personal development plans, great insurance, a 25% rent discount (and so much more!)... Take a look at what makes us different&hellip;.</div>
<div></div>
<div>Our vision is to kindle an exceptional experience one relationship, one investment, one neighborhood, at a time.</div>
<div></div>
<div><i>Here is what your day might look like....</i></div>
<div></div>
<div>As one of our Leasing Consultants your day is all about PEOPLE!! Being enthusiastic and creative while knowing what drives the market makes you a top-notch sales person! Your people-loving soul, who is a home finding helper, makes you a hero!
</div>
<div></div><div>So, here are a few of the things that we believe are essential to being the best Leasing Consultant there is:</div>
<div><ul><li>You have to LOVE people, all kinds of people!!</li>
<li>You must be able to &ldquo;seal the deal&rdquo;! Expectations of at least a 20% closing ratio</li>
<li>Maintain a professional and friendly atmosphere in the leasing office and other areas where prospective residents and residents gather</li>
<li>Be an inspector! Tour routes and models are your showcase; make sure they look their best!</li>
<li>Maintain awareness of local market conditions and trends</li>
<li>Contribute ideas to the Property Manager for marketing property and improving resident satisfaction</li>
<li>Maintain professional resident communications via verbal and written communications</li>
<li>Provide excellent customer service to all prospective, existing residents and your team members</li>
<li>Have exceptional administrative skills with attention to detail</li>
</ul></div><div><i>Here are some of the things you have already conquered!
</i></div><div><ul><li>You have at least two years of transferable experience in customer service</li>
<li>You have the ability to adapt to new technologies</li>
<li>You are proficient in writing, speaking and understanding the English language</li>
<li>Be fun! Have Energy! Be the energizer bunny!</li>
</ul></div><div><i>We Believe:</i></div>
<div>Berkshire is committed to providing equal opportunity in all practices, which affect employees and applicants for employment. The company shall ensure that decisions affecting employees are made without regard to their race, color, religion, sex, national origin, age, disability, citizenship, genetic information, or any other protected category under federal, state or local law. Berkshire's Equal Employment Opportunity Policy requires the commitment of every Property Manager and Supervisor. All employees are expected to participate in and actively support these efforts. EAS123</div><p></p><h4 class="jobSectionHeader"><b>
Licenses &amp; Certifications</b></h4>
Required<ul><li>
Driver's License</li></ul><h4 class="jobSectionHeader"><b>
Skills</b></h4>
Preferred<ul><li>
Customer Focus</li><li>
Marketing</li><li>
Sales</li><li>
Teamwork</li><li>
Customer Service</li></ul><h4 class="jobSectionHeader"><b>
Behaviors</b></h4>
Preferred<ul><li>
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well</li><li>
Enthusiastic: Shows intense and eager enjoyment and interest</li><li>
Dedicated: Devoted to a task or purpose with loyalty or integrity</li></ul><p>
Equal Opportunity Employer<br>
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.</p></div>

Leasing Consultant

E Logic

<div><p>E-Logic is seeking an experienced <b>Project Manager (PM)</b> to support General Services Administration (GSA) Office of Acquisition IT Services. This role is critical to ensuring high-quality delivery of program management, reporting, coordination, and oversight activities across multiple applications and technical teams. The PM will serve as the primary point of contact for both internal staff and government stakeholders, ensuring alignment with contract requirements, performance objectives, and compliance standards.</p><p></p><p><b><br>
Key Responsibilities</b></p>
<ul>
<li>Assign resources, maintain organizational lines of authority, and ensure effective task execution.</li>
<li>Lead the development and tracking of project milestones, schedules, and deliverables aligned with government requirements.</li>
<li>Maintain active communication with Contracting Officer (CO), COR, TPOCs, and government program managers.</li>
<li>Ensure prompt and accurate responses to government inquiries and action requests.</li>
<li>Promote team continuity, retention strategies, and knowledge transfer within the project.</li>
<li>Report on activities, progress, risks, SLAs, cost/schedule performance, and security vulnerabilities.</li>
<li>Oversee and maintain the Management Portal using Google Suite tools including project descriptions, costs, milestones, risks, MSRs, and documentation.</li>
<li>Support audit readiness, compliance checks, and adherence to federal security policies.</li>
<li>Build strong working relationships with government stakeholders.</li>
<li>Identify and escalate potential issues, providing recommended resolutions.</li>
<li>Ensure contractor contributions meet ethical, professional, and performance standards.</li>
<li>Facilitate cooperation and effective communication between E-Logic, subcontractors, and Government representatives.</li>
</ul>
<p><b>Required Qualifications</b></p>
<ul>
<li>Bachelor's degree in Project Management, IT, Business, or related field.</li>
<li>Minimum 5+ years of project management experience; federal experience preferred.</li>
<li>Experience managing large IT programs involving operations, maintenance, software development, DevSecOps, or cloud environments.</li>
<li>Experience with Google Workspace, MS Project/Smartsheet, and collaborative documentation tools.</li>
<li>Ability to obtain a Public Trust or federal suitability clearance.</li>
</ul>
<p><b>Preferred Qualifications</b></p>
<ul>
<li>PMP, Scrum Master, or SAFe certification.</li>
<li>Experience delivering federal government contract deliverables (MSRs, QCP, transition plans).</li>
<li>Experience working with GSA, FAS, or acquisition systems.</li>
<li>Familiarity with DevSecOps environments, cloud technologies, and Agile methodologies.</li></ul><p></p><p><b><br>
Important Notice</b>:</p>
<p>
</p><p>This role is part of a <b>proposal</b> for the</p>
<p>
General Services Administration (GSA)</p>
. <b>Hiring is contingent upon the selection of the consultant</b>. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.</div><p></p>

Project Manager

Humana

<div><h1 class="jobSectionHeader"><b>Become a part of our caring community and help us put health first</b><br>
</h1>
The Data Manager 2 supports implementation of government and industry policies for requirements management, document management, change management, production and delivery, and configuration management of the performance, functional, and physical baselines. Acquires, validates, stores, protects, and processes required data to ensure the accessibility, reliability, and timeliness of the data for its users. Data Manager 2 develops and executes architectures, policies, data equity principles and practices, and procedures that properly manage the full data lifecycle needs of an enterprise. They understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas. The Data Manager 2 makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.<p></p><ul><li>
Develops productive relationships with Medicaid operations IT, the data warehouse team, and users of data (Finance, Clinical, Actuarial, DH&amp;A analyst and report end users).</li><li>
Development of analytic and decision-making processes, outcome and impact measures to assess diverse populations across these sample traits: race, ethnicity, primary language, rural access to care, People with Disabilities, gender, sexual preference, and other environmental factors such as zip codes, provider network, Disproportionately Impacted Areas (DIAs), or Social and Structural Determinants of Health (SSDOH).</li><li>
Promotes and helps build a greater understanding of data trends applicable to equitable population health and improved health outcomes.
</li><li>Creates detailed documentation of data methodologies to support trust in data/results, audits, and to meet requirements set by enterprise teams to include Medicaid Governance, the Center of Clinical Effectiveness Services &amp; Products, as well as external reporting to the state related to our health insurance members.</li><li>
Works independently to design and deliver on descriptive clinical analytics projects to profile clinical populations and determine drivers/factors associated health care needs, utilization, and outcomes.
</li></ul><h1 class="jobSectionHeader"><br>
<b>Use your skills to make an impact</b><br>
<b>
</b></h1><p><b>Required Qualifications</b></p><ul><li>
Bachelor's degree.</li><li>
Three (3) or more years of technical experience in compiling, modeling, interpreting and analyzing <b>clinical and population health</b> data to identify, explain, influence variances and trends.</li><li>
Advanced skills with Microsoft Excel including advanced formulas, pivot tables, charts, V-Lookups and graphs.</li><li>
Working knowledge with coding in SQL and data extraction and (BI) analysis technologies such as SAS, SPSS, R, Minitab, QlikView, Tableau, or Power BI.</li><li>
Working knowledge of ad-hoc query tools and data repositories that support data extraction and manipulation.</li></ul><p></p><p><b>
Preferred Qualifications</b></p><ul><li>
Master's degree in Epidemiology, Biostatistics or Statistics, Mathematics, Computer Science, Engineering and/or related field.</li><li>
Proficient in the use of statistical analysis software.</li><li>
Experience working with EPIC systems, specifically in the context of population health analytics.</li></ul><p></p><p><b>
Additional Information</b></p><ul><li><b>
Workstyle: </b>This is a remote position with minimal travel.</li><li><b>
Travel: </b>Up to 10% travel occasionally to Humana&rsquo;s Detroit office for team engagement meetings.</li><li><b>
Workdays and Hours</b>: Monday - Friday; 8:00am - 5:00pm <i>Eastern Standard Time (EST).</i></li></ul><p></p><p><b>
WAH Internet Statement</b></p><p>
To ensure Home or Hybrid Home/Office employees&rsquo; ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:</p><ul><li>
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.</li><li>
Satellite, cellular and microwave connection can be used only if approved by leadership.</li><li>
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.</li><li>
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.</li><li>
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.</li></ul><p></p><p><b>
Interview Format
</b></p><p>As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.</p><p></p>
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.<p></p><p><b>
Scheduled Weekly Hours</b></p><p></p>
40<p></p><p><b>
Pay Range</b></p>
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.<br>
<p></p>
$73,400 - $100,100 per year<br>
<p></p>
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.<p></p><p><b>
Description of Benefits</b></p>
Humana, Inc. and its affiliated subsidiaries (collectively, &ldquo;Humana&rdquo;) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<p></p>
Application Deadline: 03-22-2026<h1 class="jobSectionHeader"><br>
<b>
About us</b><br>
</h1>
Humana Inc. (NYSE: HUM) is committed to putting health first &ndash; for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health &ndash; delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.<p></p><p><br>
<br>
<b>Equal Opportunity Employer</b></p><p></p><p>
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.</p></div>

Data Manager

Zantech

<div><p><i>Are you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We would love to talk with you regarding the next step in your career. Come join our team!</i></p>
<p>Zantech is looking for a talented <b>Program Manager </b>to contribute to the success of our upcoming <b>Enterprise Business Transformation project</b> in a Hybrid role based out of <b>the Washington DC Metro area</b>.</p>
<p>The <b>Program Manager</b> will play a crucial role in <b>Transformation Vision/Strategy, Stakeholder Engagement/Performance and Product Management/Business Operations.</b></p>
<p><b>Summary:</b></p>
<p>Primary client interface and delivery leader for $150M+ grants ecosystem transformation managing $138B+ disbursements. Coordinates multi-vendor delivery, drives 30%+ O&amp;M cost reduction and $100M+ savings goals, maintains executive relationships across HHS, OMB, 15+ Federal agencies.</p>
<p><b>Required Experience or Knowledge of the following technologies/functions:</b></p>
<ul><li>12+ years program/project management</li>
<li>8+ years Federal IT programs &gt;$10M budgets</li>
<li>5+ years multi-vendor environments</li>
<li>Expert program management - scope, schedule, budget, risk, stakeholders</li>
<li>Executive Federal relationships (SES/political appointees)</li>
<li>Multi-vendor coordination and contract oversight</li>
<li>Financial management, strategic planning, change management</li>
<li>Federal grants lifecycle, Agile methodologies, KPI development</li>
</ul><p><b>Preferred Education/Certifications:</b></p>
<ul><li>Bachelor's (Master's preferred)</li>
<li>PMP, PgMP, or CSM with Federal experience</li>
</ul><p><b>Required Security Clearance:</b></p>
<ul><li>US Citizenship and the ability to obtain and maintain an active Secret trust or higher clearance, per contract requirements.</li>
</ul><p><i>&ldquo;</i><b><i>Outstanding Performance&hellip;Always!&rdquo;</i></b></p>
<p><i>Our corporate motto represents our commitment to build long-term relationships with both our clients and our employees by providing the highest quality service in everything we do. We strive for excellence for our clients and for each other. We embrace the opportunity to hire individuals with new talents and fresh perspectives. Zantech offers competitive compensation, strong benefits, and a vacation package, as well as a fast-paced and exciting work environment. </i><b><i>Come join our team!</i></b></p></div>

Program Manager

MANTECH

<div><p>MANTECH seeks a motivated, career and customer-oriented <b>Service Delivery Manager</b> to join our team in the<b> Washington, DC</b> area.</p><p></p><p>
This is a hybrid position that is expected to be on-site at the customer location in Washington, DC three (3) days per week and two (2) days remote.</p><p></p><p><b>
Responsibilities include, but are not limited to:
</b></p><ul><li><p>Responsible for the day-to-day middle management and accountability of program project managers within infrastructure delivery management</p></li><li><p>
Supervises project management staff involved in IT services projects</p></li><li><p>
Ensures projects are meeting milestones and deliverables</p></li><li><p>
Ensures Service Level Agreements (SLAs) are achieved, analyzed and reported</p></li><li><p>
Determines and acquires resources to perform the related scope of work for a wide range of IT services</p></li><li><p>
Oversees project deliverables and delivers briefings and status to senior leadership.</p></li></ul><p></p><p><b>
Minimum Qualifications:
</b></p><ul><li><p>Bachelor&rsquo;s degree in a related field; and additional 6 years of related experience might be substituted for a degree.</p></li><li><p>
8+ years of related experience with an emphasis on change, problem, configuration, and process management programs and/or projects</p></li><li><p>
5 years of proven experience managing a program with at least 50 personnel delivering Common Services</p></li><li><p>
3 years of experience interfacing and presenting to C-level executives</p></li></ul><p></p><p><b>
Preferred Qualifications:
</b></p><ul><li><p>Service Management Certification: Possession of an ITIL 4 Managing Professional or Strategic Leader certification, with a deep understanding of Service Value Streams and SLA optimization</p></li><li><p>
Large-Scale Team Leadership: Proven success managing large, multi-functional teams (50+ personnel) within a Managed Services Provider (MSP) model or a centralized &quot;Common Services&quot; federal environment</p></li><li><p>
Advanced Project Oversight: Demonstrated expertise using Enterprise Project Management tools (such as ServiceNow, Jira, or MS Project) to track cross-project dependencies and resource allocation</p></li><li><p>
Process Improvement: History of implementing Six Sigma or Lean methodologies to refine change, configuration, and problem management processes, resulting in reduced system downtime</p></li><li><p>
Consulting experience with federal departments, agencies, and organizations</p></li><li><p>
PMI&rsquo;s PMP certification preferred</p></li></ul><p></p><p><b>
Security Clearance Requirements:</b></p><ul><li><p>
US citizenship, with ability to obtain a Public Trust/ Suitability</p></li></ul><p></p><p><b>
Physical Requirements:</b></p><ul><li><p>
The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations</p></li><li><p>
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.</p></li><li><p>
Must be able to remain in a stationary position 50%</p></li></ul></div><p></p>

Service Delivery Manager

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