Service Delivery Manager

Posted Friday, August 21, 2026 at 4:00 AM

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Delivery Manager to support KITS and our government customer Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Delivery Manager provides hands-on coordination, stakeholder support, and service delivery management support across SBA's enterprise IT support program. This individual serves as a dedicated service delivery coordination resource, supporting stakeholder engagement activities, service adoption initiatives, customer satisfaction management, and cross-functional service delivery coordination across the enterprise.

This role is distinguished from the Customer Success / Service Delivery Lead by its focus on day-to-day service delivery coordination and stakeholder support execution rather than strategic leadership and program oversight. The Service Delivery Manager is the hands-on coordination resource who ensures that service delivery activities are executed reliably, stakeholder communications are delivered on time, customer satisfaction data is collected and analyzed accurately, and cross-functional service delivery coordination activities run smoothly across SBA's enterprise IT environment.

This individual must demonstrate solid proficiency in IT service delivery coordination, stakeholder communication, customer satisfaction management, and service adoption support, with the ability to independently manage routine and moderately complex service delivery activities and elevate complex issues to the Customer Success / Service Delivery Lead as appropriate.

• Coordinate day-to-day service delivery activities across functional areas, supporting multi-team service requests, projects, and initiatives in a cohesive and well‑organized manner
• Serve as a coordination point for cross‑functional service delivery activities that involve multiple contractor teams and Government stakeholders
• Monitor service delivery performance against service level objectives, identifying and escalating delivery risks to the Customer Success / Service Delivery Lead
• Track open service delivery issues, action items, and follow-up activities, ensuring timely resolution and accurate status reporting
• Support development and maintenance of service delivery coordination procedures and communication frameworks
• Coordinate with functional area leads on service delivery activities that require cross-team collaboration and stakeholder communication
• Maintain accurate service delivery records and coordination documentation in the Government ITSM platform

• Support the Customer Success / Service Delivery Lead in managing stakeholder relationships across SBA's enterprise environment
• Coordinate scheduled stakeholder touchpoints, including service reviews, satisfaction check-ins, and feedback collection activities
• Prepare stakeholder meeting materials, including agendas, status updates, action item logs, and follow-up documentation
• Maintain accurate stakeholder contact records, engagement histories, and relationship documentation
• Support stakeholder escalation management activities, coordinating with functional area leads on issue resolution and stakeholder communication
• Provide timely and accurate stakeholder communication updates to the Customer Success / Service Delivery Lead
• Assist in preparing stakeholder‑facing reports, presentations, and service performance summaries

• Administer and manage SBA's customer satisfaction survey program, including post‑ticket surveys, periodic satisfaction surveys, and targeted feedback collection activities
• Monitor customer satisfaction survey responses and elevate negative feedback or significant satisfaction concerns to the Customer Success / Service Delivery…