Regional Service Delivery Manager

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the main point of contact for IT service delivery throughout the TSA West region.

• Organize, direct, and oversee regional IT support staff.

• Guarantee consistent, high-quality service that aligns with TSA mission priorities.

• Collaborate with TSA leadership and stakeholders to handle escalations, monitor performance, drive process enhancements, and ensure adherence to contract obligations.

• Provide regular updates on status.

• Assist in resolving incidents.

• Facilitate the implementation of enterprise IT initiatives within the West region.

⛳️ Requirements

• Bachelor’s Degree and 8+ years of experience in IT service delivery or operations management. Additional years of experience may be accepted in place of a degree.

• At least 5 years of experience in multi-site or regional support positions.

• Strong customer service focus with a proven ability to lead and collaborate with government clients, technical teams, and management.

• Demonstrated expertise in escalation management, performance monitoring, and process enhancement.

• Outstanding communication and interpersonal skills for effective interaction across various organizational levels and with stakeholders.

• Capability to obtain and maintain TSA eligibility.

• Ability to secure and uphold a DoD Secret security clearance.

• ITIL 4 certification is preferred.

• PMI Program Management Professional (PMP) certification is preferred.

• Other service management credentials are preferred.

• Previous experience with ServiceNow is preferred.

• Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL) is preferred.

• Experience in supporting federal IT contracts, ideally within DHS or TSA environments.

• Experience in regulated, mission-critical settings supporting multi-site IT operations.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Opportunities for professional development and certifications.

• Dynamic and collaborative work environment.