Job Details
**Service Delivery Manager / Project Manager**
Washington, DC / A-TEK Inc. Program/Project Management / Full Time The Service Delivery Manager / Project Manager is responsible for management and leadership of a multi-disciplined team, responsible for Infrastructure Operations service management. Acting as a liaison between unit and senior management to ensure alignment of information services' directions and business requirements. Effectively interact with members of the information systems leadership team to optimize strategies in support of customers goals and objectives.
Provide leadership over information systems activities in support of customers' strategy development, budget and cost management, proposal development, product and service acquisition and delivery, teaming relationships and communication activities thereby ensuring timely and cost-effective delivery, and customer satisfaction. Information services may include the design, development, and analysis encompassing one or more of the following areas of technical expertise: infrastructure, helpdesk service and delivery, NOC/SOC operations and related disciplines. **Responsibilities:**
+ Develop, maintain and manage client infrastructure and infrastructure services at a full mission-capable status
+ Maintain enterprise server images, and distributed instances, by applying security configuration guidelines and patches in compliance with policy and requirements. Conduct platform delivery and automation.
+ Provide a common operating environment, server virtualization and enterprise server system backup and enterprise storage capabilities.
+ Monitor infrastructure and architecture for performance, security compliance and capacity management.
+ Provider performance including availability and security requirements.
+ Maintain configuration control of the server and workstation baseline.
+ Coordinate new hardware requirements with sponsors and authorize changes to the approved hardware or approved software list as appropriate.
+ Identify, test, and develop install guides for new hardware to replace obsolescent hardware.
+ Coordinate the Disaster Recovery and Contingency Planning program to include planned and unplanned contingency event coordination; event scheduling, management, coordination, reporting and documentation; and after-action reviews with findings, issues and lessons learned recommendations.
+ Generate annual budget proposals to sustain existing infrastructure management services and products. Quantify resource needs for all new infrastructure management services and product development activities.
+ Respond to and manage operations and maintenance incidents, problems and request for services in accordance with approved Service Level Agreements (SLAs). Those requests which cannot be resolved shall be escalated to a Subject Matter Expert.
+ Complete assigned maintenance activities following Standard Operating Procedures in accordance with approved SLAs.
+ Communicate with leadership and end-users for all service outages, disruptions, and changes in operating requirements.
**Required Qualifications:**
+ Bachelors Degree from an accredited institution in Information Technology, Computer Science, Engineering, Business Administration or directly related field
+ 7-10 years of progressively responsible professional experience leading information technology support teams and projects, including development, implementation and management of large IT systems, Helpdesk Management, Data Center Management and/or Network Management.
+ Experience providing IT Infrastructure support including Infrastructure as a Service, Platform as a Service and Network as a Service.
+ Experience overseeing Level I, II, and III help desk support and coordinating with end users in assessing needs; manages delivery and functionality of expectations; and maintain high customer satisfaction.
+ Experience managing personnel and budgets, particularly experience working within a union environment.
+ Experience overseeing the lifecycle of IT projects from concept development through implementation and operations/maintenance; especially transitioning systems to Cloud Service Providers.
+ Experience managing IT Infrastructure security compliance and controls to support business needs and minimize risk.
+ PMP Certification Preferred
+ ITIL Certification Preferred