Service Delivery Lead

Dunhill Professional Search of Wilmington, Inc.

Arlington, VA

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JOB DETAILS

SALARY

$100,000–$140,000 Per Year

JOB TYPE

Full-time

SKILLS

Analysis Skills, Best Practices, Budgeting, Business Administration, Communication Skills, Computer Science, Continuous Improvement, Documentation, Federal Contracts, ITIL (IT Infrastructure Library), Information Technology & Information Systems, Interpersonal Skills, Management of Information Systems/Technology (MIS), Operational Communications, Operations Security (OPSEC), People Management, Performance Analysis, Performance Modeling, Problem Solving Skills, Risk Analysis, Root Cause Analysis, Service Delivery, Technical Leadership, Technical Strategy, Technical Support, United States Citizen, User Interface/Experience (UI/UX), Vendor/Supplier Management, Willing to Travel

LOCATION

Arlington, VA

POSTED

30 days ago

Key Responsibilities Lead multi‑provider service‑integration activities, aligning processes, roles, and responsibilities across internal IT teams and external supplier organizations. Define and maintain service‑introduction frameworks, including entry and exit criteria, readiness checklists, and transition plans for new or changed services entering production. Establish and oversee governance mechanisms such as operating‑level agreements, RACI models, and integrated performance‑reporting structures that ensure accountability and clarity for end‑to‑end services. Coordinate incident, change, and problem‑management integration across providers to maintain consistent user experience, service quality, and operational continuity. Facilitate risk and impact assessments for service changes, ensuring operational, security, and compliance considerations are addressed and documented before go‑live. Support IT staff responsible for service delivery and operations by communicating expectations, monitoring performance, and enforcing organizational policies, procedures, and core values. Promote continual improvement by analyzing service‑delivery challenges, recommending process changes, and implementing best practices for multi‑provider coordination. Collaborate with senior IT leadership to align service‑integration goals with broader organizational objectives, budget constraints, and strategic technology initiatives. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business Administration, Management, or a related field, or equivalent relevant experience. 6–8 years of experience in information technology with 2–5 years managing IT staff or leading service‑delivery and service‑integration functions. Demonstrated experience coordinating services across multiple service providers, including defining processes, assigning responsibilities, and fostering collaboration to ensure service quality and efficiency. Practical knowledge of ITIL‑aligned service‑management processes and experience applying them in multi‑provider or SIAM‑style environments. Strong communication, analytical, problem‑solving, and interpersonal skills, with the ability to facilitate meetings, document requirements, and conduct root‑cause analysis. Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified. Willingness and ability to travel 10–25% to support stakeholder engagement, service transitions, and operational coordination. Preferred Qualifications Experience operating in a lead‑supplier or service‑integrator role within a formal SIAM framework, coordinating multiple IT service providers. ITIL or SIAM‑focused training or certification demonstrating structured knowledge of service‑integration and multi‑vendor management best practices. Background in federal contracting environments with experience managing service transitions, governance structures, and compliance documentation. #cjpost

Service Delivery Lead

Dunhill Professional Search of Wilmington, Inc.

Arlington, VA

About the Company

Dunhill Professional Search of Wilmington, Inc.

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