Incident Problem Manager Jobs in Alabama (NOW HIRING)

We are seeking a Director of Service Delivery to provide strategic vision and leadership for a staff of 350 FTEs working to support critical national defense missions. In this key role, you will oversee the end-to-end delivery of high-quality IT services, including managing a 75 million dollar budget, forecasting labor and procurement. You will lead cross-functional teams responsible for incident, problem, change, and service request management; ensure SLA compliance and performance metrics are met or exceeded; drive customer/stakeholder satisfaction; and align IT capabilities with mission priorities in a fast-paced, security-focused environment. This includes applying ITIL (or equivalent IT service management) best practices to optimize processes, enhance operational efficiency, and enable continuous service improvement.

This is a full-time onsite position located in Colorado Springs, CO or Huntsville, AL.

The candidate will:

• Lead and mentor a high-performing team of service delivery managers, architects, and engineers while fostering innovation, professional development, and alignment with DoD’s mission-driven culture.
• Train staff in developing standardized and prescriptive, repeatable practices, and routines.
• Ability to evaluate performance and service data and develop risk assessments and actionable improvement plans.
• Own enterprise resource management by leading capacity planning, skills alignment, and utilization optimization to ensure the right talent is available at the right time to meet service, project, and budget commitments.
• Drive skill and career development initiatives, including training programs, mentorship opportunities, and clear career progression pathways to build and retain top technical talent within the service delivery organization.
• Oversee financial management for IT service teams, including budget development, cost forecasting, resource allocation, and financial performance tracking to optimize spending while delivering maximum mission value.
• Collaborate with senior DoD leadership, military stakeholders, and inter-agency partners to align IT service delivery with national security objectives and evolving mission requirements.
• Driving ITIL-based ITSM initiatives to optimize service delivery processes, including incident management, problem management, change management, service request fulfillment, and service continuity for high-availability environments.
• Establishing, monitoring, and reporting on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction metrics to continuously improve service quality and operational efficiency.
• Managing vendor and partner relationships to ensure seamless integration of third-party services and optimal value in support of enterprise service delivery.
• Communicating complex technical and service strategies clearly to non-technical stakeholders, including senior military officials, inter-agency partners, and external contractors.

• Bachelor’s degree (or higher) in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
• 10+ years of progressive full-time experience in Information Technology, with the requirement potentially reduced based on completion of advanced education (e.g., Master’s or PhD).
• 5+ years of experience in a senior leadership role (such as Director of Service Delivery, Chief Architect, or equivalent) within a large-scale enterprise environment, preferably supporting defense or federal missions.
• Must demonstrate broad technical awareness across multiple domains, including cloud computing (AWS, Azure), cybersecurity, data analytics, AI/ML, DevOps, microservices, and enterprise software systems.
• Must possess an in-depth understanding of IT Service Management (ITSM) frameworks, with expert-level knowledge of the ITIL framework and best practices, including incident management, problem management, change management, service request fulfillment, and service continuity.
• Must have strong experience leading, mentoring, and developing high-performing technical teams, including resource management, skill development, and career progression initiatives.
• Must have demonstrated experience in financial management for IT service teams, including budget development, cost forecasting, and resource optimization.
• Must have hands‑on experience working in DoD or federal government environments, with a solid understanding of relevant standards and regulations (e.g., NIST 800‑53, FISMA, and DoD cybersecurity directives).
• Must hold an active DoD Secret security clearance; ability to obtain and maintain higher-level clearances as required.

• ITIL Strategic Leader certification
• PMP (Project Management Professional)
• Experience supporting national defense missions in a contractor or government capacity

cb5 Solutions LLC is an Equal Opportunity Employer. We do not discriminateon the basis ofrace, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other protected characteristic.