Job Description

Client: FL Government Agency

Position: Service Delivery Manager

Contract Term: July 2025 - June 2026 with renewal

Pay: $90/Hr - $95/Hr

Work Authorization: MUST be USC or GC Holder

Location: 100% ON SITE Tallahassee, FL

Education: A bachelor’s degree or master’s degree from an accredited college or university in Computer Science, Information Systems, or other related field

Certifications: Information Technology Infrastructure Library [ITIL] or Project Management Professional [PMP] or any other technical certs

Experience:

• A minimum of seven (7) years of IT experience within one or more specialty areas;
• Expertise surrounding information systems, networking theory, and architecture standards in areas of expertise;
• 10 or more years of experience managing large-scale service deliveries, particularly in government or public-sector IT environments;
• Experience within public safety domains [corrections, law enforcement, etc.] is advantageous due to the unique challenges of managing high-risk communication flows and public engagement;
• Proven experience in a technical advisory or service delivery management role;
• Strong leadership and team management skills;
• Excellent analytical and problem-solving abilities;
• In-depth knowledge of technical governance and industry best practices;
• Strong communication and presentation skills;
• Ability to work collaboratively with cross-functional teams and stakeholders; and
• The role requires the ability to thrive under pressure, especially during critical project phases.

Responsibilities

The Service Delivery Manager will serve as the primary Service Delivery Manager for all Project Management Offices and programs delivering large, complex cloud modernization programs. The duties and responsibilities of this position are as follows:

• Collaborates with service providers to ensure their technical solutions align with the agency's business strategy and architecture;
• Works closely with business unit performance managers and quality assurance staff to review and address service provider issues, analyze and validate information accuracy, and assess the feasibility of proposed solutions;
• Troubleshoots performance issues and resolves problems with service providers;
• Tracks industry trends and stays informed about new technologies to better evaluate business unit service requests and service provider proposals;
• Keeps current on the Department’s business strategies and advises on the potential for leveraging solutions across the enterprise;
• Understands the value of technology in the Department’s business processes;
• Works with service providers to identify opportunities for innovation, cost reduction, and improved efficiencies, and reviews their solutions;
• Provides input into the technical architecture for cloud modernization projects;
• Responsible for managing service delivery, overseeing technical analysts, driving governance, performing technical analysis, and seeking approval for technical decisions;

Service Delivery Management:

• Oversees the delivery of technical services to ensure they meet the required standards and client expectations;
• Develops and implements service delivery strategies to improve efficiency and effectiveness; and
• Monitors and reports on service delivery performance, identifying areas for improvement.

Managing Technical Analysts:

• Leads and manages a team of technical analysts, providing guidance, support, and mentorship;
• Assigns tasks and projects to technical analysts, ensuring timely and accurate completion; and
• Conducts performance evaluations and provides feedback to team members.

Ownership and Driving Governance:

• Establishes and maintains governance frameworks to ensure compliance with industry standards and best practices;
• Develops and enforces policies, procedures, and guidelines for technical operations; and
• Ensures that all technical activities align with organizational goals and objectives.

Performing Technical Analysis:

• Conducts thorough technical analysis to identify issues, opportunities, and solutions;
• Evaluates and recommends technical solutions based on analysis and industry trends; and
• Collaborates with stakeholders to gather requirements and ensure alignment with business needs. Seeking Approval of Technical Decisions:
• Presents technical recommendations and decisions to senior management and stakeholders for approval;
• Prepares and delivers detailed reports and presentations to support technical decisions; and
• Ensures that all technical decisions are well-documented and communicated to relevant parties.

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