Director Service Excellence Jobs in Virginia (NOW HIRING)

Lead. Innovate. Deliver Excellence.
ITCON Services, LLC (ITCON) is seeking an accomplished and dynamic Director of Service Delivery to join our growing leadership team. We are looking for a candidate who possess an entrepreneurial spirit. The ideal candidate will bring high energy and a proven track record of managing delivery while organically growing the business. This is an exceptional opportunity for a strategic leader who thrives on building high-performing teams, driving customer success, and delivering innovative technology solutions that make a meaningful impact across the Federal Government.
As a Senior Director of Service Delivery, you will play a critical role in shaping the success of a diverse portfolio of application development, operations & maintenance (O&M), contact center programs while helping to drive ITCON''s continued growth. You will collaborate closely with executive leadership, customers, program teams, and business development professionals to ensure exceptional service delivery, operational excellence, and long-term customer satisfaction.
Location: Tysons, Virginia (4 days in office – 1 day remote)

What You''ll Do
Strategic Leadership & Service Delivery

• Lead a portfolio of software development, O&M, and contact center programs, ensuring successful delivery of high-quality solutions that exceed customer expectations.
• Build, mentor, and inspire multidisciplinary teams consisting of Program Managers, Project Managers, Business Analysts, Developers, and technical specialists.
• Champion ITCON''s Service Delivery Methodology and industry best practices to drive consistency, quality, and operational excellence.
• Partner with customers to understand mission objectives, develop strategic roadmaps, and strengthen long-term relationships.
• Collaborate with executive leadership to develop and execute annual portfolio strategies that support organizational goals and growth objectives.
• Drive continuous improvement initiatives and promote adoption of Agile, PMI, and other industry-leading methodologies.
• Build and maintain strong working relationships with teaming partners, contracting officers, CORs, and agency leadership.
• Bring a problem-solving mindset, ready to tackle an issue to its resolution

Financial & Operational Management

• Oversee all portfolio financial management activities, including budgeting, forecasting, profitability, resource planning, and financial reporting.
• Work closely with internal operations teams to ensure seamless program execution and organizational alignment.
• Manage multiple priorities simultaneously while maintaining exceptional attention to quality, customer satisfaction, and business outcomes.

Business Growth & Talent Development

• Support business development, capture, and proposal efforts by contributing operational expertise and delivery insights.
• Recruit, develop, and retain top-tier technical and non-technical talent.
• Coach and mentor project managers and future leaders, fostering professional growth and career advancement.
• Cultivate a culture of accountability, collaboration, innovation, and continuous learning.

What We''re Looking For
Required Qualifications

• Bachelor''s degree required. Bachelor''s Degree in Information Systems, Business, Computer Science, or a related field preferred.
• PMP certification and Agile certification.
• 15+ years of progressive leadership experience in federal contracting, with significant service delivery oversight.
• 10+ years of experience successfully managing complex IT projects and programs.
• Experience supporting Federal Civilian agencies
• Familiarity with major Federal government procurement contracts (T&M, FFP, performance-based) and contract vehicles (GWACs/IDIQs).
• Able to cultivate solid, productive working relationships with internal managers, staff, and peers as well as partners and consultants, and facilitate collaboration towards innovative solutions.
• Exceptional communication, presentation, facilitation, and stakeholder management skills.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to lead multiple concurrent initiatives in a fast-paced environment.
• Experience managing geographically dispersed and remote teams.
• Proven ability to recruit, develop, mentor, and retain high-performing teams.
• Track record of delivering successful outcomes while maintaining strong customer relationships and high employee engagement.

Preferred Qualifications

• Experience in contact center management and technology.
• Experience in AI/ML planning and implementation.
• Experience supporting Defense and/or Client-related clients.