Enterprise Service Delivery Manager

General Dynamics Mission Systems

Bethesda, MD, USA

Full time



Aug 14

Job Description

Type of Requisition:


Clearance Level Must Currently Possess


Clearance Level Must Be Able To Obtain



No Suitability Required


Public Trust/Other Required:

Job Family

Project/Task Management


Job Qualifications:

Enterprise IT, Information Technology (IT) Services, Service Delivery



15 + years of related experience

US Citizenship Required


Job Description

GDIT is seeking an experienced Enterprise IT Service Delivery Manager for a future program to leverage leading-edge IT solutions to improve our customer’s (NIH’s new Advance Research Project Agency / ARPA-H) mission effectiveness while continuously seeking opportunities to increase efficiency through improved processes and technology.

This is not your typical Enterprise IT Service Delivery Manager role. ARPA-H is a new agency, and you will be primarily responsible for the full scope delivery of comprehensive deskside support services to the agency user community including tiered support, incident management, premier support, and white-glove service to a designated pool of VIP resources. You and your teams will be responsible for ensuring the highest level of customer support services with full accountability for the smooth operation of end-user deskside equipment.

The ARPA-H operational model includes three office locations (Maryland, West Coast, Hawaii) and anticipates growing to 600-800 personnel. Resources and service delivery must accommodate the virtualized ARPA-H model as well as the hybrid work environments that are commonplace today with a target of the highest level of customer service interaction. To succeed in this role, you must have a keen understanding of the ARPA-H culture, the need for responsive and flexible support services, and the need to provide seamless service delivery and support across the organization regardless of the location.

Responsibilities And Duties

  • Provides day to day team management and oversight of project execution and service delivery for core infrastructure services, enterprise hosting, and boutique end-user services
  • Accountable for development and delivery of enterprise IT associated services and capabilities
  • Ensures service delivery alignment with program and customer priorities and provides ongoing visibility into project and service delivery statuses
  • Collaborates with internal and external resources to identify new service/capability needs and resources required for implementation and execution
  • Provides transparent communications on project timelines, resource requirements, risk management, and status reporting across all organizational and technical boundaries
  • Collaborate closely with our scientific service delivery counterpart to ensure priorities and resources across the broader organization of more than 100 staff are aligned with customer expectations

Required Qualifications And Duties

  • BS/BA and 10+ years experience or equivalent in IT related discipline
  • 5+ years experience in IT project management, leadership of enterprise IT teams, or development and delivery of professional IT services
  • Demonstrated experience leading multidisciplinary teams supporting engineering and operations and maintenance of enterprise IT systems and applications in a dynamic environment
  • Experience in multiple IT roles and disciplines such as infrastructure, cloud, networking, storage, security, operations and customer support
  • Experience supporting and developing IT strategies including introduction of innovative processes, modern architectures, and emerging technologies (e.g., DevOps, Software Defined Networking, Infrastructure as code)
  • Experience developing project management processes, tools, templates and documentation artifacts
  • Experience prioritizing and supporting multiple projects simultaneously while ensuring effective and timely delivery across organizational boundaries
  • Familiarity with Agile Scrum and/or Kanban methodologies
  • Comfortable communicating with diverse stakeholders from scientists through senior leadership
  • Must be within commuting distance to Rockville, MD

Please note: visa sponsorship will not be provided for this position.

Desired Qualifications And Duties

  • A current Project Management Professional (PMP) Certification
  • Experience leading cross-functional engineering teams and collaborating closely with software development teams
  • Experience supporting an expansive portfolio of shared applications and platforms using COTs, custom code and open source technologies
  • Experience supporting a diverse environment with Windows, Linux variants, and containerization technologies (e.g. Docker, Kubernetes) in both cloud and on-premise datacenters
  • Familiarity with enterprise networking technologies
  • Familiarity with principles and practices of IT Information Library (ITIL) & IT Service Management (ITSM)
  • Understanding of the National Institute of Standards and Technology (NIST) cybersecurity framework and Security Assessment and Authorization (SA&A) process.
  • Experience analyzing solutions components, understanding systems integration challenges, and identifying technology gaps in current services that must be resolved to reach future performance targets and functionality requirements in enterprise IT.


Scheduled Weekly Hours


Travel Required

Less than 10%

Telecommuting Options


Work Location:

USA MD Bethesda

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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