Service Delivery Lead (siam) - Remote Eligible

Service Delivery Lead

The Service Delivery Lead serves as the primary Service Integration and Management (SIAM) integrator for CASTLE-NET IT services, responsible for coordinating and integrating interdependent services across multiple service providers (Government, contractor, and other providers) into efficient, innovative, agile, and cost-effective end-to-end solutions. This role ensures USACE mission needs are met through effective service orchestration, governance, and continuous improvement while maintaining alignment with GSA and USACE policies.

Key Responsibilities

1. Coordinate and integrate IT services across multiple service providers to ensure seamless delivery
2. Serve as the primary liaison between service providers, Government, and USACE stakeholders
3. Develop and maintain service integration strategies and governance frameworks
4. Monitor service delivery performance against established SLAs and KPIs across all provider services
5. Facilitate collaborative problem-solving and escalation management among service provider teams
6. Document and communicate service integration processes, responsibilities, and expectations
7. Conduct root cause analysis on service failures and implement corrective actions
8. Establish and maintain service integration procedures aligned with ITIL best practices
9. Support continuous improvement initiatives through data analysis and stakeholder feedback
10. Prepare service delivery status reports and performance briefings for leadership

Required Qualifications

• Bachelor's degree in IT, Business Administration, Management, or related field (or equivalent work experience)
• Minimum 4 years of experience in federal contracting environment
• Demonstrated experience unifying processes, assigning responsibilities, and fostering collaboration among multiple providers
• Proven ability to manage multiple tasks effectively with strong problem-solving and analytical skills
• Excellent communication and interpersonal skills with ability to influence diverse stakeholder groups
• Expert-level knowledge of service delivery documentation, root cause analysis, and corrective action processes
• Strong attention to detail and organizational skills with ability to work independently and as part of a team

Preferred Qualifications

• ITIL Foundation or ITIL Practitioner certification
• Experience with Service Integration and Management (SIAM) frameworks
• Familiarity with GSA and USACE IT service policies and procedures
• Background with federal IT contracting and government service delivery models
• Experience with ServiceNow or similar ITSM platforms
• Knowledge of federal compliance requirements (FedRAMP, NIST, FISMA)

Required Skills

• Service Integration & Management
• Multi-vendor Coordination & Management
• ITIL Framework & Processes
• Stakeholder Management & Communication
• Root Cause Analysis & Problem Solving

Preferred Skills

• ServiceNow Administration
• Federal Service Delivery Models
• Process Documentation & Governance
• Compliance & Risk Management
• SLA/KPI Development & Monitoring