Jobgether

Compensation

Full Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Delivery Manager. In this critical role, you will make meaningful contributions to complex government and intelligence projects, ensuring high-quality service delivery and customer satisfaction. Your expertise will drive effective management of tools, operations, and processes essential to the mission. By collaborating with various teams, you will optimize service delivery and improve customer engagement, all while fostering a team-oriented environment that encourages innovation. This role not only impacts the organization's success but also shapes the customer experience. Join us to lead in an Agile environment where your skills will shine and your growth is a priority. \n Accountabilities Ensure high-quality service delivery through effective management of operations and tools Collaborate with service desk leadership to address customer needs and manage escalations Work closely with the ServiceNow team to manage customer requests efficiently Track KPIs, manage SLAs, and promote continuous service improvement Act as a liaison between customers and IT teams, managing expectations and communication Lead and mentor IT staff in an Agile environment Implement ITIL best practices and optimize processes for efficiency Gather requirements and effectively write agile stories Keep informed of new technologies and advise on their implementation Requirements 8+ years of related experience Strong background in ServiceNow and ITSM Excellent understanding of Agile/Scrum methodologies Proven skills in leading and building Agile teams Exceptional communication and interpersonal abilities Familiarity with contact center operations and ACD systems Strong analytical thinking and problem-solving capabilities Ability to translate business needs into technical specifications Benefits Comprehensive benefits and wellness packages 401K with company match Flexible work schedule to balance work and personal priorities Professional development opportunities Supportive and innovative company culture \n Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1