Service Delivery Manager at The Computer Merchant, LTD.

JOB TITLE: SERVICE DELIVERY MANAGER JOB LOCATION: WASHINGTON, DC WAGE RANGE*: $52.00-55.00 PER HOUR W2 JOB NUMBER: SAIJP00038389 U.S. Citizenship and ability to obtain and maintain a Public Trust clearance. REQUIRED EXPERIENCE:Bachelor's degree and 10+ years of relevant experience (an additional 4 years of experience may substitute for a degree). Demonstrated leadership experience managing IT service delivery or operations teams. Strong understanding of IT service management (ITSM) frameworks, including incident, request, and problem management. Experience managing distributed technical teams and delivering services across multiple customer sites. U.S. Citizenship and ability to obtain and maintain a Public Trust clearance. Excellent communication, collaboration, and customer relationship management skills. Proven ability to multitask and prioritize in a dynamic, fast-paced environment. Proficiency in ServiceNow or other enterprise ITSM platforms. Solid understanding of performance metrics, SLA management, and reporting. Commitment to customer satisfaction and service excellence. JOB DESCRIPTION ​ The Service Delivery Manager will oversee the delivery of IT services to DOJ customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives. Key responsibilities include:Lead and manage a team of 10–15 IT professionals delivering Tier 2 and Tier 3 support services across multiple local and remote sites. Provide strategic direction and daily operational oversight, ensuring timely resolution of incidents, service requests, and escalations. Serve as the primary point of contact for end-user service delivery, representing Client to customer leadership and ensuring alignment with mission objectives. Collaborate closely with Service Desk, Engineering, and Operations teams to ensure seamless escalation, handoff, and resolution processes. Monitor and report on service performance, driving adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Maintain data integrity and operational accuracy in the ServiceNow ticketing system, ensuring issues are logged, categorized, and resolved efficiently. Develop and maintain a comprehensive knowledge base and standard operating procedures for the service delivery team. Identify and implement process improvements, automation opportunities, and technology enhancements that improve service efficiency and user experience. Conduct regular meetings with customer leadership to review performance, discuss escalations, and drive continuous improvement. Deliver weekly operational reports to the Client Program Manager and contribute to monthly SLA deliverables. Manage staffing, performance evaluations, professional development, and recognition of team members. Foster a collaborative, customer-focused culture that emphasizes quality, accountability, and continuous improvement. Desired Qualifications Prior experience supporting the Department of Justice or other Federal agencies. Experience working in a litigation or high-visibility environment. ITIL certification (v4 Foundation or higher). PMP certification preferred. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities * While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.