Service Delivery Integration; SDI) Tower Director

Overview

Veterans and the clinicians who care for them depend on the Department of Veterans Affairs (VA) IT infrastructure every day, and that infrastructure is run by multiple service providers, each responsible for its own execution and success within the infrastructure. As our Service Delivery Integration Director, you’ll be the leader who makes those service providers work as one. You’ll design and build the integration framework, bring every service provider under shared governance with clear accountability and performance expectations, and give VA leadership a transparent, real-time view of how services are performing across the ecosystem.

You’ll need to be as comfortable presenting to executives and large audiences as you are shaping processes and tools. If you like turning vague direction into a plan people embrace, and you want to provide exceptional service for those who served, we’d like to talk with you.

The SDI Tower Director is the single contractor-side leader accountable for the Service Delivery Integration framework under the Business Office Integration section of the contract and owns its deliverables and acceptable quality levels (AQLs). This leader designs, implements, operates, and continually matures an enterprise SDI framework that coordinates multiple service providers, so VA’s Infrastructure Success (IS) customers experience one integrated, transparent, and measurable service.

This leader must drive collaboration across its peers in Fin Ops, Data Center Operations, and Business Office Integration, because the service providers, customers, data, and hand-offs are shared. The role spans the full SDI lifecycle, well beyond IT service management (ITSM) platform administration, reporting, or coordination.

• Enterprise discovery and current-state assessment.
• Multivendor governance and operating-model design.
• Service-management process integration.
• Tool evaluation, configuration, integration, and validation.
• End-to-end workflow standardization.
• Service Catalog development.
• Cross-provider handoffs and accountability.
• Organizational change management and training.
• Performance management and executive reporting.
• Risk management and compliance.
• Service Improvement Plans and Continual Service Improvement.
• Ongoing governance, operational sustainment, and measurable maturity improvement.

The Director runs SDI through a contractor-developed and managed, Government-owned Centralized Hub that provides auditable governance, real-time performance monitoring, and enterprise situational awareness. All work stays aligned with VA and IO strategic objectives, advances through formal stakeholder review and Government approval, and remains within the Government’s authority over approvals, policy, prioritization, and risk acceptance.

At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!