Optiv · 6 hours ago
Service Delivery Manager - Federal - TS/SCI with FS Poly | Columbia, MD
Columbia, MD
Full-time
Onsite
Senior Level
5+ years expOptiv is a company that specializes in managed services and cybersecurity solutions. They are seeking a Service Delivery Manager – Federal who will be responsible for technical leadership and personnel management in ensuring high-quality service delivery to federal clients while maintaining strong customer relationships and compliance with service level agreements.
EducationConsultingTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Managing Customer relationships: Building and maintaining relationships with clients to understand their needs and expectations
Ensure Delivery Excellence: Manage the delivery of services to clients and ensure they meet the agreed service level agreements and operational level agreements
Ensuring service quality: Monitoring service performance against service level agreements (SLAs) and implementing corrective actions to enhance service quality
Strategic planning: Developing and implementing service policies, procedures, and standards to improve service delivery
Client Satisfaction: Prioritizing client satisfaction by understanding client needs and managing expectations through the service delivery process
Strategic planning: Developing and implementing service policies, procedures, and standards to improve service delivery
Work closely with Optiv + Clearshark (OCS) sales and marketing teams to drive service sales and profitability
Management and oversight of a workgroup/function with a responsibility to develop team members to perform at a higher level by giving opportunities, providing timely continuous feedback, and communicating expectations
Ensure testing, analysis and/or approach methodologies for all relevant service offerings are documented, updated and enforceable across the consultants within the group
Provide preliminary and comprehensive review of project deliverables to ensure content is appropriate and address the requirements of the project as defined in the statement of work and as desired by the customer. The SDM is responsible for initial deliverable review and collaboration with the consultants on the project and then enables the QA review process before delivering the project to the customer contacts
As both a leader/mentor and as a billable resource – participate in customer engagements to ensure standards for technical execution are being adhered to and less seasoned consultants are being groomed for success within their role
Engagement Initiation (Kick-off Calls, onsite presentations, first day of onsite work for meet & greet, etc.)
Engagement Close Out (preliminary out-brief, deliverable review, formal presentations, etc.)
Identify and rectify service delivery issues, including conducting root cause analysis
Develop and implement service improvement plans
Coordinate and manage project teams and service providers
Prepare and present regular and accurate reports to OCS stakeholders
Ensure that the delivery team is adequately trained and resourced
Implement service delivery standards and monitor compliance
Review staffing assignments and assist in staffing decisions for engagements
Review daily status reports (whether manual or through automated portal) for engagements occurring within their group for technical quality and work directly with consultants if improvements or modifications are needed
Ensure consultant bench time is properly utilized for meeting practice research goals and necessary skills improvement
Track consultant performance on a per project basis across pertinent criteria and collaborate with OCS Management to maintain accurate data for ongoing performance reviews
Assist in identifying and qualifying potential candidates to join the team
Responsible for the presales content relevant to their practice area for all offerings relative to their group. While these documents are ‘owned’ by marketing or services sales specifically, the specific methodology outlines and content that is fed into the presales materials is to be maintained by the SDM (and their relative Principals and Managing Principals as appropriate). This includes: Customer facing 1-pagers/slicks and Internal sales battle-cards; Practice service descriptions (for brochures, website content, etc.)
Performs other duties as assigned
Complies with all policies and standards
Qualification
Required
Possess active TS/SCI with FS Poly clearance and ability to work onsite in Maryland
5+ years of experience with Service Delivery or Consulting Delivery Management required
Project Management expertise specifically demonstrated success managing multiple clients and disparate initiatives on a long-term basis. Management of specific security-related projects is strongly desired
Experience in the Federal space and Government Contracting required
Familiarity with Project Management methodologies and best practices required
Personnel management experience typically gained in 3-5 years
Information Risk Management or Information Security experience typically gained in a minimum of 5 years
Familiarity with Project Management tool sets required, MS Project, SalesForce experience strongly desired
Proficient with MS Office products and experience using Project Management software required
Bachelor's Degree (B.S.) or commensurate experience required (technical or advanced degree preferred)
Experience interfacing with both clients and partners required
Outstanding time management, organizational skills, leadership and mentoring ability required
Ability to work independently with limited supervision required
Current knowledge of security threats, solutions, security tools and network technologies strongly desired
Excellent verbal and written communication skills required
Superior problem-solving skills required
Ability to work independently and with a sense of urgency required
Ability to work as a team player, strong interpersonal and communication skills required
Adept in planning, leading change and multi-tasking required
Project Management or equivalent certification strongly desired
Valid Driver's License
Ability to travel at least 25 percent of the time
Ability to work a flexible schedule (supporting multiple time zones when needed)
Benefits
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home (where applicable)
Company
Optiv
Optiv is a cyber security solutions provider in North America that help clients plan, build and run successful cyber security programs.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CVC Capital PartnersSverica Capital
2023-05-31Debt Financing
2017-01-01Series Unknown
2016-12-05Acquired
Leadership Team
Julie Talbot-Hubbard
Senior Vice President, Cyber Protection and Identity
James Turgal
Vice President, Cyber Risk, Strategy & Board Relations
Recent News
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