Service Delivery Manager

Are you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We would love to talk with you regarding the next step in your career. Come join our team!

Zantech is looking for a talented Service Delivery Manager 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 Service Delivery Manager will play a crucial role in providing:

• Service Delivery Management & Governance (Agile framework, intake governance, capacity planning)
• Portfolio Management & Resource Allocation (Financial management, TCO, spend plan oversight)
• Business Intelligence & Data Analytics (Agile KPI reporting, dashboard oversight)
• Acquisition & Lifecycle Support (Vendor management, program oversight)
• Key Personnel (Single point of contact; authorized contractor interface with CO, COR, and federal lead)

The Service Delivery Manager serves as the single point of contact, providing overall management, direction, administration, quality assurance, and leadership for contract execution. The Service Delivery Manager is the Contractor's authorized interface with the Contracting Officer (CO), Contracting Officer's Representative (COR), and the federal lead, and must be fully authorized to make decisions and commit the contractor team.

Impact: The Service Delivery Manager is responsible for aligning IT programs with CBP business objectives, governing the portfolio intake process, managing financial performance, and maturing Agile delivery capability — enabling leadership to manage a complex IT service delivery environment with transparency, accountability, and operational efficiency.

• Serve as single point of contact for the contract; interface directly with the CO, COR, and the Service Delivery and Resource Allocation federal lead as the Contractor's authorized representative
• Provide overall management, direction, administration, quality assurance, and leadership for execution of all contract requirements
• Be available to plan, direct, communicate, and control all operational functions during normal hours of operation and during periods of no-notice emergencies
• Align IT programs with CBP business objectives; manage value streams; govern project intake; and plan capacity across teams
• Implement lean budgeting principles; monitor portfolio spending and variances; manage Total Cost of Ownership (TCO); and optimize investments
• Apply extensive knowledge of CBP OIT financial management practices across all financial management activities
• Define and track Agile KPIs; provide real-time visible reporting; manage systemic risks and impediments across the portfolio
• Champion Agile principles; facilitate organizational retrospectives for continuous improvement; mentor practitioners to identify and implement efficiencies and innovations
• Maintain strong relationships with all stakeholders including CBP Headquarters directorates and operational components; clearly communicate expectations and oversee vendor selection and performance
• Maintain appropriate staffing levels; manage projects; ensure all deadlines are met; and deliver required services and materials at or under budget

• 15+ years IT Portfolio/Project Management leading large-scale, enterprise-level programs including business process re-engineering and financial management
• 10+ years leading multi-disciplined teams on medium or large multi-task projects of high complexity
• 8+ years providing technical direction and identifying improvements, efficiencies, and innovations for portfolio management, governance, financial, or operational processes
• Strategic alignment of IT programs with business objectives; management of value streams and project intake governance
• Lean budgeting principles; portfolio spending and variance monitoring;
  Total Cost of Ownership (TCO) management; investment optimization
• Extensive knowledge of CBP OIT financial…