Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.
Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.
Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.
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Position Title
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Service Delivery Manager
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Position Type
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Full Time, Onsite
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Position Location
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National Capital Region (Must reside in DC/MD/VA)
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Tracking Code
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01095
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Daily Responsibilities
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- Lead the operational execution of all Tier 1–3 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination.
- Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders.
- Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams.
- Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality.
- Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts.
- Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed.
- Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution.
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Required: Degree/Certification
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- Bachelor’s degree or higher in a related field, or equivalent experience.
- ITIL v4 required
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Required: Experience
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- 5+ years of experience managing service delivery in a high-availability IT help desk support environment.
- Proven expertise in coordinating cross-functional technical teams and managing executive support services.
- Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments.
- Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials.
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Required: Clearance
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- Security/background check
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