Service Delivery Manager

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI: Empower AI is looking for a self-driven Service Delivery Manager (SDM) with a desire for success and a relentless interest in providing positive customer experience to complement a cohesive team of IT professionals. Responsible for delivery and ownership of holistic customer service offerings. Ensures that policies and processes are in place to deliver consistent, efficient, and effective services. Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to customer experience. Responsible for leading IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.

Highlights of Responsibilities:

• Supports the Program Manager in the development, management, and execution of the contract support strategy
• Builds and maintains strong relationships with customers and stakeholders, understanding their needs, and proactively addressing concerns.
• Monitors service delivery processes to ensure adherence to service level agreements (SLAs), identifying potential issues, and taking corrective action.
• Tracks key performance indicators (KPIs) related to service delivery, analyzing data to identify areas for improvement, and implementing necessary changes.
• Leads a team of service delivery professionals, assigning tasks, and providing coaching and development opportunities.
• Identifies opportunities to optimize service delivery processes, implementing best practices, and driving quality improvement initiatives.
• Prepares status reports for stakeholders, communicating service performance metrics, and providing updates on service delivery issues.

Minimum Requirements:

• TS/SCI clearance or eligibility
• Bachelor’s degree
• 10 years of IT management or engineering leadership experience
• Experience working in the defense industry
• DoD Cyber Workforce Framework (DCWF) Project Manager qualified (DCWF 802)
• CCISO, CCSP, CISA, CISM, CISSP, CISSP-ISSEP, CISSP-ISSMP, or GSLC certified
• Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certified
• Information Technology Information Library (ITIL) Foundation certification

Preferred Qualifications:

• Master’s degree
• ITIL Intermediate, Practice Manager, Managing Professional, or Strategic Leader certification
• Experience supporting Army Information Technology programs

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Travel by land or air transportation 10% or less

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.