Service Delivery Manager

OSC Edge Tech, LLC is seeking a talented Service Delivery Manager to join the team.

OSC Edge Tech is a wholly owned subsidiary of Cook Inlet Region, Inc. (CIRI), an Alaska Native Corporation proudly owned by over 9,400 Shareholders. OSC Edge Tech was created to deliver agile, responsive IT solutions to meet the evolving needs of federal and defense customers. As an SBA-certified 8(a) entity with a Facility Clearance (FCL), OSC Edge Tech streamlines the acquisition process while maintaining the trusted quality, security, and innovation that define OSC Edge.

Cook Inlet Region, Inc., also known as CIRI, is one of 12 land-based Alaska Native regional corporations created pursuant to the Alaska Native Claims Settlement Act (ANCSA). CIRI’s regional boundaries roughly follow the traditional Dena’ina territory of Southcentral Alaska. CIRI was incorporated on June 8, 1972, and is owned today by a diverse group of more than 9,500 Shareholders who live in Alaska and throughout the world.

OSC Edge Tech offers excellent benefits for eligible employees. Benefits include paid holidays, paid time off, 401K with employer match, dental, vision, health insurance plans, as well as life and disability benefits.

The Service Delivery Manager (SDM) is ultimately responsible for providing oversight of Contractor performance and service delivery relating to the Various branches and their unique responsibilities. The SDM will serve as an escalation point for, and provide oversight of, the Contractors performing work in different service lines. The SDM is responsible for the successful execution of the program’s technical deliverables and responsibilities, including quality and efficiency that encompass both technical issues and processes.

The SDM will work with PM, government representative, technical leads, and sub-contractors/vendors to assign tasks to personnel, supervise technical efforts, and manage tasks and daily priorities.

• Organize and direct the program’s technical operations, support functions, involving multiple, complex and inter-related tasks.
• Manage teams of subject matter experts and IT professionals while coordinating with the government TPOCs.
• Maintain and manage the client interface at the senior levels of the client organization.
• Meet with customer and contractor personnel to formulate and review implementation, compliance and updating tasks while overseeing the day-to-day O&M of the sections.
• Ensure conformance with tasks directed from the program level to meet schedule and cost requirements.
• Establish clear roles, responsibilities, lines of authority, communications and accountability among contractor staff in their interaction with the government.
• Identify staff development and training needs and ensure training, and hands‑on assistance is available to raise the level of talent/skill of contract staff, as required.
• Implement and provide guidance related to processes, procedures, and policies, while overseeing the work network and audio‑visual technicians, then prioritizes tasks.
• Direct and oversee planning functions to promote operational efficiency.
• Provide strong leadership, including mentoring staff to improve processes, procedures, and standards based on programmatic needs.
• Support and utilize industry best practices in program and project management.
• Provide oversight on special projects and activities.
• Perform other duties as appropriate and as assigned.

• Strong project management skills; ability to successfully pass through the phases of the project management life cycle: initiation, planning, execution, monitoring, and completion.
• Ability to provide an outstanding customer service experience.
• Ability to work within a team-oriented, collaborative environment, develop strong working relationships across organizations.
• Excellent verbal, written and interpersonal communication skills, excellent organizational and multi‑tasking skills.
• Ability to support tasks and issues through to completion, strong follow‑through and critical problem‑solving skills.
• Superior customer service skills.
• Adaptable and capable of working in fast‑paced environments.