Service Infrastructure - Service Delivery Manager

Service Infrastructure - Service Delivery Manager

HX5 is an award-winning provider of engineering, research and development, and technical services to clients such as NASA and the Department of Defense. Founded in 2004, HX5 is a fast-growing veteran- and woman-owned company with locations nationwide.

The Service Infrastructure - Service Delivery Manager (SDM) is responsible for ensuring consistent, reliable, and efficient IT delivery service within a technical domain. The Service Delivery Manager ensures consistent, high-quality service and drives continuous improvement through standardizing management practices, measuring team efficiency, and fostering ongoing team development. This role acts as the primary point of contact for leadership regarding performance of IT service delivery quality within a technical domain in design, transition, deployment, and operational support. This role requires strong leadership, interpersonal, and management skills along with a solid understanding of technology services within the Desktop User Experience technical domain. Technologies in this domain include Microsoft 365, VDI, AVD, Windows Client Operating Systems, Desktop management, Client-side application management, and mobile device management.

Essential Duties and Responsibilities :

• Service Level Management : Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain. Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs
• Team Leadership and Development : Foster a culture of continuous improvement and knowledge sharing within the team. Ensure the team has the necessary skills and resources to deliver excellent service
• Incident and Problem Management : Oversee the resolution of major incidents and problems impacting service delivery. Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solution
• Service Engineering Principles : Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases
• Change and Release Management : Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business
• Continuous Improvement : Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness
• Reporting and Communication : Provide regular reports on IT service performance to senior management and business stakeholders
• Vendor Management : Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs
• Budget Management : Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs
• Control Account Management : Be aware of the financial health of assigned projects, including budget management, forecasting, and variance analysis
• Operations Maintenance and Sustainment : Oversees and actively participates in operations maintenance and sustainment activities
• Resource Management : Optimizes the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs
• Technical Acumen (Expertise) : The SDM should possess a working knowledge and understanding of the following technical areas : Microsoft 365 (M365) Email and Collaboration, Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD), Windows Client Operating Systems, Desktop Management, Client-side Application Management, Mobile Device Management (MDM), and File & Print Services

The Successful Candidate Will :

Salary : 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.

Education and Experience :

Desired Requirements :

Position Type / Expected Hours of Work : This is a full-time position requiring 40 hours per week and offers a flexible work schedule Monday through Friday during core business hours.

Other Position Requirements :

HX5 offers a competitive salary and benefits package to include : Medical / Dental / Vision Insurance, 401(k) plan with Company Match, Paid Holidays, Paid Time Off, Parental Leave, Life Insurance, Tuition Reimbursement, Medical and Dependent Care Flexible Spending Accounts, Pet Insurance

HX5, LLC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, age, national origin, ancestry, citizenship, disability, or veteran status.

HX5, LLC is a Drug Free Workplace Employer.

ACCESSIBILITY NOTICE : If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please call (850) 362-6551.