Position Title: Applications - Service Delivery Manager



Location: Schriever Space Force Base, Colorado Springs, CO or Redstone Arsenal, Huntsville, AL



Relocation Assistance: None available at this time



Remote/Telework: NO - Not available for this position



Clearance Type: DoD Secret



Shift: Day shift

Travel Required: Up to 10% of the time



Description of Duties:

The Applications - Service Delivery Manager (SDM) is accountable for end-to-end delivery and operational performance of application services supporting DoD missions. The SDM owns SLAs/SLOs, service governance, risk/compliance alignment, and continuous improvement across classified and unclassified (IL4/5/6) environments. This role coordinates cross functional teams (App Dev, DB, Platform, Cyber, Network, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services.

Key Responsibilities:

Service Strategy & Governance

• Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities.

• Lead Service Governance (CAB/CCB/ARB participation) to balance velocity, reliability, and security; maintain decision records and traceability.

• Define and maintain service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices.

Service Design & Catalog Management

• Own the Service Catalog entries for application services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks).

• Coordinate readiness for new or changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO artifacts, handover).

Demand, Capacity & Financial Management

• Forecast demand and plan capacity (computer, storage, licenses, staff) to meet growth and seasonal mission loads.

• Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations.

Change, Release & Deployment Management

• Chair/drive change quality: pre implementation reviews, maintenance windows, freeze periods, and rollback validation.

• Ensure releases meet readiness gates (approvals, testing, monitoring, comms) and verify post change health.

Incident & Major Incident Management

• Own P1/P2 Major Incident bridges, communications, and stakeholder updates through resolution.

• Ensure first response quality (MTTA), restoration (MTTR), user experience impact tracking, and formal post incident reviews.

Problem, Availability & Continuity Management

• Drive RCA with durable corrective actions; track aging and effectiveness checks.

• Manage availability targets, error budgets, technical debt, and resiliency patterns (graceful degradation, retries, circuit breakers).

• Maintain service continuity, DR plans, and evidence of periodic tests (RTO/RPO attainment).

Compliance, Risk & Security Alignment

• Align service operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure.

• Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles.

• Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements.

Vendor & Contract Management

• Manage third party performance to underpin SLAs; negotiate improvements or remediation plans.

• Validate vendor runbooks, maintenance notifications, and participation in incidents/RCAs.

Reporting & Communications

• Provide daily/weekly/monthly performance reporting (availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, ticket backlog aging, CSAT/NPS).

• Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions.

People Leadership & Knowledge Management

• Lead a matrixed team of controllers/analysts/engineers; set objectives, staffing plans, training paths, and on call rotations.

• Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth.

The successful candidate will:

• Have strong communication and stakeholder management skills.

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The selected candidate may be assigned as an employee for one of our teammate companies.





Basic Requirements:

Basic Requirements:

Basic Requirements:

• Must have 12, or more, years of general (full-time) work experience

o May be reduced with completion of advanced education

• Must have 5, or more, years of experience in service delivery/operations for large enterprises (DoD/Federal preferred), including leadership of cross functional teams.

• Must have 1, or more, years of experience working in a management or leadership role

• Must have demonstrated command of ITIL 4 practices (incident/major incident, problem, change, release, service level, capacity/availability, continuity).

• Must have a proven ability to manage budgets, vendor contracts, and executive reporting

• Must be familiar with application architectures (web tiers, APIs, microservices/containers), observability concepts (APM, logs/metrics/traces), and security controls in IL4/5/6 environments.

• Must have an active DoD 8570 or 8140 compliant certification (e.g., Security+).

• Must have, or obtain, an active DoD Secret Security Clearance

Desired Requirements:

• Have an active DoD Top Secret Security Clearance with SCI eligibility

• Have a Bachelor’s degree, or higher, in computer science, Information Technology.

• Have experience supporting the Missile Defense Agency (MDA) or other DoD agencies.

• Have a PMP, CAPM, or equivalent program/project management certification.

• Have an ITIL® 4 Managing Professional (MP) or Strategic Leader (SL).

• Have a PMP or PMI ACP

• SAFe Agilist (SA) or SAFe Architect/Lean Portfolio

• Lean Six Sigma Green Belt

• Baseline cloud credentials helpful: AWS Cloud Practitioner or Azure Fundamentals (AZ 900) for stakeholder fluency

This position is expected to pay $150,000 - $180,000 annually; depending on experience, education, and any certifications that are directly related to the position.

This position will be posted for a minimum of 3 days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.

Our health and welfare benefits are designed to invest in you, and in the things that you care about. Your health. Your well-being. Your security. Your future. Typical benefits offered include flexible work schedules, educational reimbursement, retirement benefits (401K match), employee stock purchase plan, health benefits, tax saving options, disability benefits, life and accident insurance, voluntary benefits, paid time off and paid holidays, and parental leave.