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Ito Service Delivery Manager Jobs (NOW HIRING)

Koniag, Inc.

Service Delivery Manager

Washington, DC · On-site

$120K - $133K/yr

The Service Delivery Manager provides hands-on coordination, stakeholder support, and service delivery management support across SBA's enterprise IT support program. This individual serves as a ...

Zantech

Service Delivery Manager

Ashburn, VA · On-site +1

The Service Delivery Manager will play a crucial role in providing: * Service Delivery Management & Governance (Agile framework, intake governance, capacity planning) * Portfolio Management ...

In-Telecom

WI · On-site

Service Delivery Manager Application Deadline: 30 October 2026 Department: Service Desk Employment Type: Full Time Location: Texas Reporting To: Lauren Rogers Description The Service Delivery Manager ...

Apps Associates

Service Delivery Manager

Acton, MA · On-site

Service Delivery Management : * Oversee the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs. * Ensure services are delivered on time ...

OMG, Inc.

Service Delivery Manager

Rockford, MN · On-site

Service Delivery Manager OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries worldwide. Headquartered in western ...

Virtucom Inc

Service Delivery Manager

Naperville, IL

$41K - $60K/yr

Service Delivery Manager - Naperville Facility We are seeking an experienced and motivated Service Delivery Manager to lead operations at our Naperville facility. This individual will be responsible ...

GDI Infotech

Service Delivery Manager

San Francisco, CA · On-site

$88K - $130K/yr

Regional Service Delivery & Client Success Manager The Regional Service Delivery & Client Success Manager ensures the delivery of technology services, both remotely and onsite, that contribute to ...

Tek Ninjas

Service Delivery Manager

Princeton, NJ · On-site

Service Delivery Manager Location: Princeton, NJ Duration: 12 Months Roles and Responsibilities: * Gathering and understanding customer requirements/SLA's and communicating to Ratings Services owners ...

Uniregistry Corp.

WI · On-site

The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a ...

Astronomer

About the Role As a Service Delivery Manager, you play an important role in advancing the mission of Astronomer's Professional Services team, helping accelerate and de-risk customer outcomes by ...

Frontline, LLC

Service Delivery Manager

Los Angeles, CA · On-site

Design, implement, operate, manage and tweak existing and new automation systems for ticket creation, monitoring, and Managed Services delivery. Prepare client proposals for new implementations and ...

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Ito Service Delivery Manager information

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As of Sep 13, 2026, the average yearly pay for ito service delivery manager in the United States is $93,940.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $128,000.00 per year, depending on experience, location, and employer.

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Infographic showing various Ito Service Delivery Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $93,940 per year, or $45.2 per hour.

Service Delivery Manager

Washington, DC • On-site

Koniag, Inc.
Investment Management and Consulting Services • 501 - 1,000 employees
Learn more about Koniag, Inc.external

$120K - $133K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 23 days ago

Job description

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Delivery Manager to support KITS and our government customer Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Service Delivery Manager provides hands-on coordination, stakeholder support, and service delivery management support across SBA's enterprise IT support program. This individual serves as a dedicated service delivery coordination resource, supporting stakeholder engagement activities, service adoption initiatives, customer satisfaction management, and cross-functional service delivery coordination across the enterprise.
This role is distinguished from the Customer Success / Service Delivery Lead by its focus on day-to-day service delivery coordination and stakeholder support execution rather than strategic leadership and program oversight. The Service Delivery Manager is the hands-on coordination resource who ensures that service delivery activities are executed reliably, stakeholder communications are delivered on time, customer satisfaction data is collected and analyzed accurately, and cross-functional service delivery coordination activities run smoothly across SBA's enterprise IT environment.
This individual must demonstrate solid proficiency in IT service delivery coordination, stakeholder communication, customer satisfaction management, and service adoption support, with the ability to independently manage routine and moderately complex service delivery activities and escalate complex issues to the Customer Success / Service Delivery Lead as appropriate.
Key Responsibilities:
Service Delivery Coordination
  • Coordinate day-to-day service delivery activities across functional areas, supporting multi-team service requests, projects, and initiatives in a cohesive and well-organized manner
  • Serve as a coordination point for cross-functional service delivery activities that involve multiple contractor teams and Government stakeholders
  • Monitor service delivery performance against service level objectives, identifying and escalating delivery risks to the Customer Success / Service Delivery Lead
  • Track open service delivery issues, action items, and follow-up activities, ensuring timely resolution and accurate status reporting
  • Support development and maintenance of service delivery coordination procedures and communication frameworks
  • Coordinate with functional area leads on service delivery activities that require cross-team collaboration and stakeholder communication
  • Maintain accurate service delivery records and coordination documentation in the Government ITSM platform

Stakeholder Engagement Support:
  • Support the Customer Success / Service Delivery Lead in managing stakeholder relationships across SBA's enterprise environment
  • Coordinate scheduled stakeholder touchpoints, including service reviews, satisfaction check-ins, and feedback collection activities
  • Prepare stakeholder meeting materials, including agendas, status updates, action item logs, and follow-up documentation
  • Maintain accurate stakeholder contact records, engagement histories, and relationship documentation
  • Support stakeholder escalation management activities, coordinating with functional area leads on issue resolution and stakeholder communication
  • Provide timely and accurate stakeholder communication updates to the Customer Success / Service Delivery Lead
  • Assist in preparing stakeholder-facing reports, presentations, and service performance summaries

Customer Satisfaction Management:
  • Administer and manage SBA's customer satisfaction survey program, including post-ticket surveys, periodic satisfaction surveys, and targeted feedback collection activities
  • Monitor customer satisfaction survey responses and escalate negative feedback or significant satisfaction concerns to the Customer Success / Service Delivery Lead promptly
  • Maintain accurate customer satisfaction records and trend data in the Government ITSM platform and reporting dashboards
  • Generate routine customer satisfaction reports for review by the Customer Success / Service Delivery Lead and Contractor Program Manager
  • Identify trends in customer satisfaction data and communicate findings and observations to the Customer Success / Service Delivery Lead
  • Coordinate with functional area leads on customer satisfaction improvement actions, tracking progress and reporting outcomes
  • Support achievement of the customer satisfaction target of 90% satisfied or very satisfied per post-ticket survey results

Service Communications:
  • Support development and delivery of IT service communications, including service announcements, maintenance notifications, new service introductions, and user-facing guidance materials
  • Coordinate with the Release / Environment Manager and functional area leads on user communications for planned service changes, releases, and maintenance activities
  • Draft and distribute service communications to SBA stakeholders in accordance with the service communications calendar and Customer Success / Service Delivery Lead direction
  • Maintain accurate service communications records, including sent communications, distribution lists, and stakeholder acknowledgment tracking
  • Support maintenance of the service communications library, including email templates, intranet content, and user-facing reference materials
  • Monitor stakeholder responses to service communications, escalating questions, concerns, and feedback to the Customer Success / Service Delivery Lead

Training Support & Coordination:
  • Support development and delivery of end-user IT training programs under the direction of the Customer Success / Service Delivery Lead
  • Coordinate training session logistics, including scheduling, facility or virtual platform coordination, participant registration, and attendance tracking
  • Assist in development and maintenance of training materials, quick reference guides, and user-facing knowledge base articles
  • Monitor training completion rates and participant feedback, reporting outcomes to the Customer Success / Service Delivery Lead
  • Coordinate with functional area leads on training content accuracy, ensuring that training materials reflect current system configurations and procedures
  • Support maintenance of the training content library and training calendar
  • Assist in delivery of basic end-user training sessions as directed by the Customer Success / Service Delivery Lead

Service Catalog Support:
  • Support maintenance of SBA's IT service catalog, ensuring that service descriptions, request procedures, and service level information are accurate and current
  • Coordinate with functional area leads on service catalog content updates for new and modified services
  • Maintain user-facing service request guidance and self-service portal content in coordination with the Service Management Lead
  • Monitor service catalog usage and request trends, reporting findings to the Customer Success / Service Delivery Lead
  • Support development and maintenance of self-service portal content and knowledge base articles that enable SBA staff to resolve common issues independently
  • Assist in processing service catalog update requests in the Government ITSM platform

Escalation Coordination Support:
  • Support management of formal customer escalations under the direction of the Customer Success / Service Delivery Lead
  • Track open customer escalations, coordinating with functional area leads on resolution status and stakeholder communication updates
  • Maintain accurate escalation records in the Government ITSM platform, including escalation details, actions taken, and resolution outcomes
  • Prepare escalation status updates and resolution communications for review and delivery by the Customer Success / Service Delivery Lead
  • Conduct follow-up activities with stakeholders following escalation resolution to confirm satisfaction and close escalation records
  • Identify patterns in escalation data and communicate observations to the Customer Success / Service Delivery Lead

Reporting & Analytics:
  • Generate routine and ad hoc customer satisfaction, service adoption, stakeholder engagement, and service delivery performance reports for review by the Customer Success / Service Delivery Lead
  • Maintain accurate customer success and service delivery metrics data in the Government ITSM platform and reporting dashboards
  • Contribute customer success and service delivery data to Sprint metrics reporting, monthly performance dashboards, and Sprint Review demonstrations
  • Support development and maintenance of customer success reporting templates and dashboard configurations
  • Provide accurate customer success data to support continual service improvement activities and Sprint Retrospectives
  • Identify trends in service delivery metrics and communicate findings to the Customer Success / Service Delivery Lead

Required Qualifications:
Experience:
  • Minimum 3-5 years of hands-on service delivery coordination, customer success, or IT stakeholder engagement experience in an enterprise environment
  • Demonstrated experience coordinating IT service delivery activities across multiple technical teams and stakeholder groups in a Federal or comparable enterprise environment
  • Proven experience administering customer satisfaction programs, including survey management, data collection, and trend reporting
  • Experience developing and distributing IT service communications and user-facing content in an enterprise environment
  • Demonstrated experience supporting end-user IT training programs, including logistics coordination and content development support
  • Familiarity with ITIL 4 service management practices as applied to service delivery and customer success
  • Experience using a formal ITSM platform (e.g., ServiceNow) for service delivery coordination and customer satisfaction management activities
  • Experience in a Federal or private-sector enterprise environment of comparable scale and complexity

Technical Expertise:
  • Solid proficiency in:
  • IT service delivery coordination and cross-functional team collaboration
  • Customer satisfaction survey administration and trend reporting
  • IT service communications development and distribution
  • Stakeholder engagement support and relationship documentation
  • Service catalog content maintenance and self-service portal support
  • Training logistics coordination and content development support
  • ITSM platform service delivery and customer satisfaction modules (e.g., ServiceNow)
  • Escalation tracking and coordination
  • Working knowledge of:
  • ITIL 4 service management practices, including service level management and continual service improvement
  • Microsoft 365 productivity tools and collaboration platforms
  • Agile/Scrum delivery practices and Sprint coordination
  • IT service performance metrics and data-driven improvement methodologies
  • Federal IT service delivery requirements and Government stakeholder engagement practices
  • Training content development tools and learning management systems
  • Data analytics and reporting tools for customer satisfaction and service delivery metrics

Additional preferred certifications:
  • ITIL 4 Specialist: Drive Stakeholder Value (DSV)
  • Microsoft 365 Certified: Fundamentals (MS-900)
  • Certified Customer Success Manager (CCSM) or equivalent
  • Certified Scrum Master (CSM) or equivalent
  • Project Management Professional (PMP) or equivalent

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public L
Koniag logo

About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

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