Service Delivery Manager

SAIC seeks a Senior Program Director to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will have extensive experience in managing large-scale, comprehensive IT programs, a history of delivering exceptional service performance, and driving innovative solutions. This role requires a strategic leader with a deep understanding of full IT lifecycle services, a proactive approach to client satisfaction, and a proven ability to deliver transformational results within high-stake environments.

Primary responsibilities include:

Strategic Leadership and Governance:

• Act as the senior leader responsible for all aspects of service delivery, ensuring client goals and business strategies are met or exceeded.
• Maintain a comprehensive understanding of the contract to ensure compliance and seamless service provision.
• Represent the contractor organization in governance meetings, providing authoritative leadership and trusted client engagement on all program matters.
• Engage directly with client executives, bridging operational delivery and strategic IT initiatives to align with client objectives.

Program Oversight and Execution:

• Manage technical, schedule, and financial aspects of IT service delivery, ensuring all Service Level Agreements (SLAs) are met with consistent success.
• Oversee the delivery of full IT lifecycle services, including cybersecurity programs, IT operations, project/portfolio management, enterprise services, data center operations, infrastructure and cloud migrations.
• Ensure availability of appropriate contractor resources, leveraging subject matter experts during peak demands, crises, or as project requirements evolve.
• Drive the identification, planning, and resolution of risks through structured risk management processes, including contingency execution.

Client Relationship Management:

• Serve as the primary point of contact for client leadership, ensuring transparent communication while addressing any issues in a timely manner.
• Build a strong relationship with stakeholders, interpreting business demands and transforming them into actionable tasks to enhance overall IT support and client satisfaction.
• Position the client for IT operational excellence by advocating and aligning strategic transformation initiatives, with specific focus on maturing ITIL methodologies.

Performance Management and Service Excellence:

• Monitor and drive performance across all service offerings, ensuring best practices and industry standards are implemented and sustained.
• Analyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify opportunities for optimization.
• Deliver continuous improvements that enhance services and reduce operational costs.
• Develop and oversee corrective action plans to address and resolve potential issues, adhering to rigorous IT audit standards (e.g., FISMA).

Innovative Transformation:

• Own and advocate for business cases that support deployment of new technologies, enhanced service capabilities, and greater cost efficiencies.
• Lead transformation by developing actionable plans, mentoring teams, and integrating methodologies like Scrum, Lean Portfolio Management, and Kanban across the program.
• Promote a culture of innovation and continuous improvement by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.

• Operational Excellence and Recognition:
• Ensure the contractor team consistently delivers high performance, earning industry recognition through superior service delivery.
• Collaborate across multidisciplined teams to achieve organizational objectives, while consistently meeting established performance metrics and SLRs.
• Drive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.

This position calls for a high-impact leader with a documented history of program success, innovation, and client engagement. The required qualifications include: