Networks Service Delivery Manager
hace 3 días
Colorado Springs
Job Description • Provide end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/Switching, Boundary Security, Platform, Cyber, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services, • Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities, • Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintaining decision records and traceability, • Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices, • Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks), • Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover), • Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads, • Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations, • Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation, • Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact, • Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration, • Drive RCA with durable corrective actions; track aging and verify effectiveness, • Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene), • Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment), • Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure, • Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles, • Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements, • Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed, • Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs, • Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS), • Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions, • Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations, • Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth Education/Training: • Bachelor’s Degree in relevant engineering or science discipline required, • Master’s Degree preferred, • Current DoD 8570 Level II certification required (i.e. CISM, CISSP, CAP, CASP+), • ITIL v4 Foundation Certification preferred, • PMP or PMI certification preferred, • Lean Six Sigma Green Belt preferred, • AWS Advanced Networking – Specialty (or equivalent) or Azure Network, • Engineer Associate (AZ 700) preferred Experience: • 12+ years of professional experience in the required task area, • 5+ years of professional experience as an IT Service Delivery Manager or similar role, • 1+ years of professional experience working in a management or leadership role, • Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments, • In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management, • Proven ability to manage budgets, vendor contracts, and executive reporting, • Familiarity with enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints in IL4/5/6 environments Security: • Must be a US citizen, • Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI, • Candidates with active current TS/SCI preferred Physical Requirements: • Able to occasionally reach with hands and arms, • Prolonged periods of computer screen use, while sitting or standing at a desk, • Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.), • Health Care Plan (Medical, Dental & Vision), • Retirement Plan (401k, IRA), • Life Insurance (Basic, Voluntary & AD&D), • Paid Time Off (Vacation, Sick & Public Holidays), • Short Term & Long Term Disability, • Training & Development, • Wellness Resources Salary: $150,000.00 - 180,000.00 Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.