Service Delivery Management Consultant 3- Support

Responsibilities

• Lead and coordinate operational transition activities for applications and services moving into the sustainment support model.
• Ensure all support readiness activities are completed, including documentation reviews, knowledge transfer sessions, support procedures, and operational acceptance criteria.
• Collaborate with implementation teams, business stakeholders, and technical teams to ensure smooth transition to steady-state operations.
• Identify transition risks, dependencies, and support gaps, and drive mitigation plans to resolution.
• Support transition governance, status reporting, and operational milestone tracking.
• Oversee day-to-day service operations across multiple sustainment workstreams supporting federal environments.
• Cook up incident management activities to ensure timely triage, escalation, communication, and resolution of production issues.
• Monitor operational performance, support metrics, SLA adherence, and service quality indicators.
• Facilitate cross-functional coordination between application support, infrastructure, vendor, and client teams.
• Serve as a primary operational contact for client stakeholders, internal delivery leadership, and external support partners.
• Provide regular reporting on incidents, changes, operational risks, service trends, and transition progress.
• Lead operational review meetings, service governance sessions, and support coordination discussions.
• Ensure transparent communication and alignment across business and technical teams.
• Identify opportunities to improve service delivery processes, operational workflows, and support efficiency.
• Drive standardization and optimization of sustainment operational procedures and governance practices.
• Support implementation of proactive monitoring, automation, and process improvement initiatives.

Qualifications

• A solid understanding of sustainment transition processes, operational readiness, service operations, support coordination, change management, governance, continuous improvement, and service excellence.
• Familiarity with service operations, transition activities, incident management, and change management.
• Ability to collaborate with cross-functional teams both internally and with client partners.
• Experience leading and governing the sustainment change management process.
• Knowledge of operational procedures and governance practices.
• Proven ability to facilitate cross-functional coordination and support coordination discussions.
• Strong communication and problem-solving skills.
• Ability to identify and implement process improvements.