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General Dynamics logo
General Dynamics

A business unit of General Dynamics, General Dynamics Information Technology (GDIT) supports some of the United States' most complex government, defense, and in

Service Delivery Manager

Location

United States

Posted

107 days ago

Salary

$98.0K - $126.5K / year

Seniority

Lead

High School8 yrs expExperience acceptedEnglishITSMServiceNow

Job Description

Service Delivery Manager

General Dynamics

• Ensure high-quality service delivery to customers through effective management of tools, operations and processes • Works with service desk leadership to ensure customer needs are known and assists with escalations and execution • Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently • Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery • Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement • Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication • Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality • Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment • Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency • Assists with the development of policies and procedures and ensures their conformance with goals and objectives • Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements • Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation • Manages customer relationships • Provides guidance and solutions to ensure customer needs align with strategic initiatives

Job Requirements

  • Education: High school diploma required or AA or Bachelors degree
  • Experience: 12+ years with High School Diploma or 10+ years with Associates degree or 8+ years related experience with Bachelors degree
  • Required Skills: Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows
  • Strong understanding of ITSM principles and ITIL v4 processes
  • Demonstrable experience in Agile/Scrum methodologies
  • Ability to lead, build Agile teams, resolve conflicts, and drive results
  • Excellent communication and interpersonal skills for technical and business discussions
  • Keen Familiarity with contact center operations
  • Knowledge of Automatic Call Distribution (ACD) systems
  • Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle
  • Strong analytical thinking and problem-solving skills
  • Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements

Benefits

  • Comprehensive benefits and wellness packages
  • 401K with company match
  • Paid time off
  • Full-flex work week

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