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E-Logic is seeking a highly experienced Service Delivery Manager to lead enterprise IT service management operations in support of a federal client. This role is responsible for overseeing Service Desk operations, ensuring high-quality service delivery, and managing contract performance across multiple ITSM functions including Incident, Problem, Asset, and Knowledge Management. The Service Delivery Manager will serve as the primary interface between E-Logic and government stakeholders, ensuring all contractual requirements, service level agreements (SLAs), and performance metrics are consistently met or exceeded. Key ResponsibilitiesLead and manage end-to-end IT service delivery aligned with ITIL best practices<ul><li>Oversee Service Desk operations ensuring timely, accurate, and high-quality support across all intake channels (phone, email, chat, portal)</li><li>Ensure achievement of SLA targets such as response times, resolution rates, and customer satisfaction metrics </li><li>Act as escalation point for complex service issues and ensure rapid resolution</li><li>Serve as the primary point of contact with Government Contracting Officer (CO) and COR</li><li>Ensure full compliance with contract requirements, federal standards, and reporting obligations </li><li>Develop and deliver monthly performance reports including service metrics, trends, and improvement initiatives</li><li>Monitor contract performance, risks, and develop mitigation strategies</li><li>Lead, supervise, and mentor Service Desk and technical support teams</li><li>Manage staffing levels, scheduling, and workforce planning to meet service demand fluctuations</li><li>Ensure continuous training, performance improvement, and adherence to operational procedures</li><li>Analyze service performance data and customer feedback to identify improvement opportunities</li><li>Develop and implement service delivery strategies, workflows, and process enhancements</li><li>Drive continuous improvement initiatives aligned with federal IT modernization goals</li><li>Oversee:</li><li class="ql-indent-1">Incident Management &amp; Service Request Fulfillment</li><li class="ql-indent-1">Problem Management and root cause analysis</li><li class="ql-indent-1">IT Asset &amp; Inventory Management lifecycle</li><li class="ql-indent-1">Knowledge Management and documentation processes </li><li>Monitor contract burn rate and resource utilization (including Time &amp; Materials work)</li><li>Optimize operational costs while maintaining service quality</li></ul>Required Qualifications<ul><li>Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience)</li><li>8-10+ years of experience in IT Service Management / Service Delivery roles</li><li>Proven experience managing enterprise Service Desk operations in a federal environment</li><li>Strong knowledge of ITIL frameworks (v3 or v4) and ITSM best practices</li><li>Hands-on experience with tools such as:</li><li class="ql-indent-1">ServiceNow</li><li class="ql-indent-1">Microsoft 365 / Azure</li><li class="ql-indent-1">Active Directory / endpoint support technologies</li><li>Demonstrated leadership experience managing technical teams in fast-paced environments</li><li>Strong analytical, problem-solving, and decision-making skills</li><li>Excellent communication and stakeholder management skills</li></ul>Preferred Qualifications<ul><li>ITIL Certification (Foundation or higher)</li><li>Experience supporting federal agencies or government contracts</li><li>Familiarity with:</li><li class="ql-indent-1">Asset management lifecycle processes</li><li class="ql-indent-1">Knowledge management systems</li><li class="ql-indent-1">IT security and compliance standards (e.g., NIST)</li><li>Experience with continuous service improvement (CSI) initiatives</li></ul>

Service Delivery Manager (IT Service Management)

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