Engagement Lead​/Delivery Manager

Single point of accountability for service delivery and customer satisfaction. Leads governance, service management, reporting, and coordination across SAJ and Innovate! resources to ensure stable operations, continuous improvement, and successful transition into steady-state managed services.

• Own end-to-end delivery of Managed Cloud Hosting and Managed ArcGIS Enterprise Services; ensure service outcomes align with Loudoun Water priorities and risk profile.
• Lead transition planning and execution (discovery, knowledge transfer, cutover plan, hypercare), including risk register and mitigation actions.
• Run ITIL-aligned operational cadence: daily/weekly triage (as needed),
  monthly operational reviews
  , and bi-annual strategic planning sessions
  .
• Ensure all incidents, service requests, and changes are tracked in Team Dynamix as the system of record; manage escalation paths and after-hours critical incident response coordination.
• Own SLO performance management: define/validate SLOs, track metrics, drive corrective actions, and deliver required service reporting (ticket volume, SLA/SLO compliance, trends).
• Coordinate with Loudoun Water GIS/IT stakeholders and third-party vendors (e.g., Esri Support, integration owners) to resolve platform-impacting issues.
• Manage quality assurance for documentation deliverables (architecture diagrams, runbooks, change logs, security configuration records).
• Support proposal-era commitments during operations (staff continuity, pooled resources model with designated lead).

• 8+ years leading enterprise IT managed services or cloud operations, including service governance and SLO/SLA management.
• Strong working knowledge of Azure operations and enterprise application hosting.
• Demonstrated experience managing complex transitions (on-prem or customer-tenant to vendor-managed cloud).
• Familiarity with ITIL processes (Incident/Problem/Change) and customer ticketing systems (Team Dynamix or similar).

• PMP, ITIL v4 (or equivalent).
• Experience supporting GIS platforms and/or utilities (water/wastewater/electric/gas).
• Experience coordinating security and compliance reporting in regulated environments.