Service Delivery Manager

Job Summary

Zantech is seeking a Service Delivery Manager for an Operations and Program Management Support Services project. The role is hybrid and based out of Ashburn, VA.

Responsibilities

• Serve as single point of contact for the contract; interface directly with the CO, COR, and the Service Delivery and Resource Allocation federal lead as the Contractor’s authorized representative
• Provide overall management, direction, administration, quality assurance, and leadership for execution of all contract requirements
• Be available to plan, direct, communicate, and control all operational functions during normal hours of operation and during periods of no-notice emergencies
• Align IT programs with CBP business objectives; manage value streams; govern project intake; and plan capacity across teams
• Implement lean budgeting principles; monitor portfolio spending and variances; manage Total Cost of Ownership (TCO); and optimize investments
• Apply extensive knowledge of CBP OIT financial management practices across all financial management activities
• Define and track Agile KPIs; provide real-time visible reporting; manage systemic risks and impediments across the portfolio
• Champion Agile principles; facilitate organizational retrospectives for continuous improvement; mentor practitioners to identify and implement efficiencies and innovations
• Maintain strong relationships with all stakeholders including CBP Headquarters directorates and operational components; clearly communicate expectations and oversee vendor selection and performance
• Maintain appropriate staffing levels; manage projects; ensure all deadlines are met; and deliver required services and materials at or under budget

Requirements

• 15+ years IT Portfolio/Project Management leading large-scale, enterprise-level programs including business process re-engineering and financial management
• 10+ years leading multi-disciplined teams on medium or large multi-task projects of high complexity
• 8+ years providing technical direction and identifying improvements, efficiencies, and innovations for portfolio management, governance, financial, or operational processes
• Strategic alignment of IT programs with business objectives; management of value streams and project intake governance
• Lean budgeting principles; portfolio spending and variance monitoring; Total Cost of Ownership (TCO) management; investment optimization
• Extensive knowledge of CBP OIT financial management practices
• Definition and tracking of Agile Key Performance Indicators (KPIs); real-time visible reporting; systemic risk and impediment management across the portfolio
• Championing Agile principles; facilitating organizational retrospectives; mentoring practitioners on continuous improvement, efficiencies, and innovations
• Stakeholder and vendor management including CBP Headquarters directorates and operational components
• Demonstrated ability to lead and conduct detailed research and analysis of technical and financial data
• Proven ability to read and interpret management policies, regulations, and directives
• Proficiency with the current version of the Microsoft (MS) Office Suite used by CBP

Qualifications

• Bachelor of Arts (BA) or Bachelor of Science (BS) degree, at a minimum, in Information Technology, Computer Science, Information Systems, or a related field
• Active Project Management Institute (PMI) Project Management Professional (PMP) certification

Benefits

Competitive compensation, strong benefits, and a vacation package. A fast-paced and exciting work environment awaits!