Job Description

ASSYST is seeking a skilled and experienced Service Delivery Manager to lead and manage service delivery functions supporting large, complex cloud modernization programs. This role will act as the primary point of contact for all Project Management Offices and programs, ensuring that services align with strategic objectives and deliver measurable value.

• Collaborate with service providers to align solutions with agency business strategies and architecture
• Review and validate service provider performance with business unit managers and QA staff
• Troubleshoot service delivery issues and drive resolution
• Stay informed on industry trends and new technologies
• Identify and implement innovative, cost-effective technical solutions
• Provide technical input for cloud modernization projects
• Manage service delivery operations, analysts, governance, and technical analysis

Key Responsibilities:

• Oversee technical service delivery standards and performance
• Develop and improve service delivery strategies
• Monitor and report on delivery metrics
• Lead and mentor technical analysts
• Assign projects and manage team performance
• Conduct evaluations and provide feedback
• Maintain governance frameworks and technical policies
• Align technical operations with strategic goals
• Perform in-depth technical analysis and recommend solutions
• Present technical decisions to stakeholders for approval
• Document and communicate decisions across teams

Required Qualifications:

• A bachelor’s or master’s degree from an accredited college or university in Computer Science, Information Systems, or related field.
• A minimum of seven (7) years of IT experience within one or more specialty areas;
• Expertise surrounding information systems, networking theory, and architecture standards in areas of expertise;
• 10 or more years of experience managing large-scale service deliveries, particularly in government or public-sector IT environments;
• Experience within corrections, law enforcement, or public safety domains is advantageous due to the unique challenges of managing high-risk communication flows and public engagement;
• Proven experience in a technical advisory or service delivery management role;
• Strong leadership and team management skills;
• Excellent analytical and problem-solving abilities;
• In-depth knowledge of technical governance and industry best practices;
• Strong communication and presentation skills;
• Ability to work collaboratively with cross-functional teams and stakeholders;
• The role requires the ability to thrive under pressure, especially during critical project phases.
• ITIL or PMP certification is a plus.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.

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