IT Service Delivery Manager SME

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Zantech is looking for a talented IT Service Delivery Manager SME to contribute to the success of our upcoming Operations and Program Management Support Services project for a Hybrid role based out of Ashburn, VA.

The IT Service Delivery Manager SME will play a crucial role in providing:

• Service Delivery Management & Governance (Intake process design and execution, portfolio lifecycle management)
• Portfolio Management & Resource Allocation (CPIC, TBM, FITARA, IT investment oversight, financial and investment analysis)
• Business Intelligence & Data Analytics (PMO technical solutions, executive dashboards integrating financial and operational data)
• Acquisition & Lifecycle Support (Acquisition-related operations support)

The IT Service Delivery Manager SME provides senior-level expertise in IT service delivery, investment governance, strategic planning, and modernization support. The SME is responsible for the entire portfolio lifecycle, from the strategic alignment of investments to the operational execution of work intake and governance. This role supports the Government in assessing, managing, and communicating portfolio performance, budget considerations, and decision-ready information needed to guide priorities and improve accountability.

A core responsibility is establishing and executing a robust process for the intake, assessment, and dissemination of all new work requests to ensure alignment with organizational objectives and efficient resource allocation.

Impact: The impact of this role is foundational: without effective IT portfolio governance and intake management, the government cannot systematically prioritize work, allocate resources, or demonstrate return on investment to OIT and CBP leadership.

Responsibilities include, but will not be limited to:

• Provide senior advisory support on Federal IT portfolio management including governance, strategic planning, modernization, CPIC, and TBM; support Federal CIO governance, FITARA compliance, and IT investment oversight
• Establish and execute the formal intake process for all new work requests; oversee thorough assessment of each request's applicability to strategic goals; ensure accurate dissemination of work to appropriate internal teams for execution
• Coordinate with Government personnel in the assignment and prioritization of requested work
• Lead implementation of PMO technical solutions integrating financial and operational data into dashboards for executive decision support; drive process automation and development of repeatable operating procedures to improve transparency and efficiency
• Provide supervision and instruction to contractor personnel performing portfolio and intake duties, ensuring work progresses on schedule and all deliverables are submitted as required
• Apply extensive knowledge of CBP OIT financial management practices to support allocation of funding across large investment portfolios
• Assess, manage, and communicate portfolio performance, budget considerations, and decision-ready information needed to guide priorities and improve accountability

Required Experience or Knowledge of the following technologies/functions:

• Minimum of fifteen (15) years of Federal IT portfolio management and investment management experience supporting governance, strategic planning, modernization, and acquisition-related operations in complex environments
• Skills Required:
  • Proven leadership of enterprise IT portfolio management efforts, including management of multiple concurrent projects and senior advisory support across Federal agencies
  • Direct experience implementing platform-based and customized PMO technical solutions, integrating financial and operational data, and developing dashboards for executive decision support
  • Extensive background in Federal CFO Act Agency…