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Overview

GovCIO is currently hiring for an Service Delivery Manager to support complex operations for systems by ensuring data quality, operational readiness, user support, and compliance with cybersecurity and privacy requirements. This position demands strategic oversight, technical expertise, and the ability to collaborate across teams to achieve operational excellence. This position will be primarily remote, with occasional onsite requirements at the client's headquarters in Washington, D.C

Responsibilities

Operations and Disposition Services

• Provide Tier-3 operational support, including incident management, problem resolution, and proactive system monitoring.

• Track and manage Production Trouble Reports (PTRs) to resolution, including prioritization with BISD for code changes.

• Establish and maintain system sustainability roadmaps to minimize obsolescence.

Surge/Peak Period Support

• Provide enhanced monitoring, reporting, and support during peak usage periods, including night and weekend availability.

• Deliver summary performance reports post-peak periods to inform operational improvements.

Infrastructure Impact Analysis, Testing, and Coordination

• Assess the impact of infrastructure changes on PBGC systems, testing and remediating any issues.

• Support infrastructure upgrades and replacements, ensuring minimal disruption to operations.

Integration Impact Analysis, Testing, and Remediation

• Assess and test the impact of changes in integrated systems, collaborating with external teams to remediate defects.

Cybersecurity and Privacy

• Review and ensure compliance with PBGC cybersecurity and privacy standards.

• Support security and privacy deliverables, including system security plans, vulnerability analysis, and procedural documentation.

Data Call and Audit Support

• Provide detailed reports and responses to internal and external data calls, including OIG and audit inquiries.

Continuity of Operations (COOP) Support

• Assist in restoring system functionality during COOP events and exercises, including Tier-3 technical assistance.

System Decommissioning

• Lead system decommissioning efforts by archiving data, removing obsolete components, and ensuring backups are maintained.

Ad Hoc Reporting

• Generate operational and performance reports as requested by COR, IPT, and executive sponsors.

Training

• Design, develop, and prepare training materials and aids for users, operators, and system administrators on PBGC systems and enhancements.

• Develop and maintain training schedules and supporting materials for new system implementations and enhancements.

• Update existing training materials to reflect system changes and enhancements.

Qualifications

Required Qualifications

• Bachelor’s degree in information systems, computer science, or a related field with 8+ years (or commensurate experience)

• Proven expertise in system migration, data validation, and operational monitoring.

• Strong knowledge of incident and problem management processes.

• Experience with tools like ServiceNow for ticket tracking and reporting.

• Familiarity with cybersecurity frameworks and privacy compliance standards.

Required Skills and Experience

• Ability to design, implement, and execute training programs for end-users and administrators.

• Strong problem-solving skills with a focus on root cause analysis and resolution.

• Experience with Tier-3 support, including root cause analysis and proactive monitoring.

• Background in supporting COOP exercises and cybersecurity compliance initiatives.

• Skilled in creating and maintaining system sustainability roadmaps.

• Excellent communication and collaboration abilities to coordinate with cross-functional teams.

Preferred Skills and Experience

• Advanced certifications in IT service management (e.g., ITIL, PMP, or similar).

• Experience with federal government systems, particularly PBGC or similar entities.

• Proficiency in system performance monitoring and reporting tools.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $120,000.00 - USD $150,000.00 /Yr.

Submit a referral to this job (https://careers-govcio.icims.com/jobs/5122/service-delivery-manager/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)

Location US-Remote

ID 2024-5122

Category Information Technology

Position Type Full-Time