Service Delivery Manager

Service Delivery Manager

Apex Systems is seeking a Service Delivery Manager to oversee the delivery of IT services to customers, ensuring adherence to performance standards, operational SLAs, and continuous service improvement initiatives. This role is expected to be fully onsite in Washington, D.C.

Responsibilities

• Lead and manage a team of 1015 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 Leidos 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 Leidos 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.

Qualifications

Other Requirements

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department.