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 Northeast region.

• Plan, supervise, and lead regional IT support teams to guarantee consistent and high-quality service that aligns with TSA mission objectives.

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

• Provide frequent status reports, assist in incident resolution, and support the rollout of enterprise IT initiatives within the Northeast region.

⛳️ Requirements

• Bachelor’s degree in a technical or management field and over 8 years of experience in IT service delivery or operations management. Additional years of experience may be considered 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 work collaboratively with government clients, technical teams, and management.

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

• Exceptional communication and interpersonal skills to effectively engage with various organizational levels and stakeholders.

• Must possess the capability to obtain and maintain a DoD Secret security clearance.

• Ability to achieve and maintain TSA eligibility.

• ITIL 4 certification, PMI Program Management Professional (PMP) certification, or other service management qualifications 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 supporting federal IT contracts, ideally within DHS or TSA environments, is preferred.

• Experience in a regulated, mission-critical setting supporting multi-site IT operations is preferred.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and certifications.

• Flexible work arrangements to promote work-life balance.

• Engaging work environment with a focus on teamwork and collaboration.