Service Delivery Manager - Federal - TS/SCI with FS Poly | Columbia, MD

The Service Delivery Manager - Federal (SDM) is responsible for technical leadership and personnel management of a service delivery practice within the managed services practice area. The SDM ensures that appropriate methodologies are in place, current and enforced for the execution of the services aligned under the practice area. The SDM also provides delivery quality oversight from a technical and leadership perspective to include enforcement of the defined methodologies as well as preliminary deliverable review to ensure content is appropriate, comprehensive and addresses the requirements of the project.

How you'll make an impact:

• 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.

• 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).
• # LI-BC1

• 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)