A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic IT Service Management Lead to join our Digital and AI Team as we embark on a large initiative to lead the design and operate integrated Enterprise IT solutions that deliver AI-enabled capabilities and enable data-driven decision making to missions across the Department, Services, and Combatant Commands.
Role Summary: We are seeking a highly skilled IT Service Delivery Manager to lead and manage top-level delivery cutting-edge analytic, AI/ML, RPA, and decision support solutions for SAIC’s CJADC2 and Enterprise AI portfolios, fostering improved decision-making and operational efficiency for the Department, Services, and Combatant Commands. This role will be responsible for overseeing day-to-day Technical, Project, and Operations management while ensuring alignment with key performance indicators (KPIs), service levels, and the ITIL Foundation execution model. The ideal candidate will be adept at managing customer relationships, driving operational excellence, and fostering continuous improvement across all service areas.
Core Responsibilities:
- Lead the infrastructure service delivery function, ensuring that all teams (e.g., Infrastructure, Service Delivery, Network Operations, and Security) consistently meet or exceed KPIs and service level agreements (SLAs).
- Develop and implement processes aligned with ITIL best practices to drive efficient and reliable operations.
- Ensure alignment of the infrastructure teams with organizational goals and service delivery expectations.
- Identify and implement opportunities for service improvements and automation. Drive continuous improvement initiatives across all areas of infrastructure management.
Qualifications
Essential Qualifications:
- US Citizenship and an active Secret security clearance.
- Bachelor’s degree in information technology, Computer Science, or related field; advanced degree preferred.
- Proven experience (10+ years) managing large-scale IT infrastructure and user services in a DoD and IC environment.
- Strong knowledge of ITIL Foundation model and experience with service management frameworks.
- Excellent leadership and people management skills with the ability to lead cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience working with challenging customers and managing complex stakeholder relationships.
Preferred Qualifications:
- TS clearance and SCI eligibility.
- Experience with big data and AI infrastructure, environments, and services.
- Professional Certifications: ITIL-3 or ITIL-4, Certified Program Management Professional (PMP), Scaled Agile Framework for Enterprise (SAFe).
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