Service Delivery Manager

SAIC seeks a Senior Program Director to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will have extensive experience in managing large-scale, comprehensive IT programs, a history of delivering exceptional service performance, and driving innovative solutions. This role requires a strategic leader with a deep understanding of full IT lifecycle services, a proactive approach to client satisfaction, and a proven ability to deliver transformational results within high-stake environments.

Primary responsibilities include:

Strategic Leadership and Governance:

• Act as the senior leader responsible for all aspects of service delivery, ensuring client goals and business strategies are met or exceeded.


• Maintain a comprehensive understanding of the contract to ensure compliance and seamless service provision.


• Represent the contractor organization in governance meetings, providing authoritative leadership and trusted client engagement on all program matters.


• Engage directly with client executives, bridging operational delivery and strategic IT initiatives to align with client objectives.

Program Oversight and Execution:

• Manage technical, schedule, and financial aspects of IT service delivery, ensuring all Service Level Agreements (SLAs) are met with consistent success.


• Oversee the delivery of full IT lifecycle services, including cybersecurity programs, IT operations, project/portfolio management, enterprise services, data center operations, infrastructure and cloud migrations.


• Ensure availability of appropriate contractor resources, leveraging subject matter experts during peak demands, crises, or as project requirements evolve.


• Drive the identification, planning, and resolution of risks through structured risk management processes, including contingency execution.

Client Relationship Management:

• Serve as the primary point of contact for client leadership, ensuring transparent communication while addressing any issues in a timely manner.


• Build a strong relationship with stakeholders, interpreting business demands and transforming them into actionable tasks to enhance overall IT support and client satisfaction.


• Position the client for IT operational excellence by advocating and aligning strategic transformation initiatives, with specific focus on maturing ITIL methodologies.

Performance Management and Service Excellence:

• Monitor and drive performance across all service offerings, ensuring best practices and industry standards are implemented and sustained.


• Analyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify opportunities for optimization.


• Deliver continuous improvements that enhance services and reduce operational costs.


• Develop and oversee corrective action plans to address and resolve potential issues, adhering to rigorous IT audit standards (e.g., FISMA).

Innovative Transformation:

• Own and advocate for business cases that support deployment of new technologies, enhanced service capabilities, and greater cost efficiencies.


• Lead transformation by developing actionable plans, mentoring teams, and integrating methodologies like Scrum, Lean Portfolio Management, and Kanban across the program.


• Promote a culture of innovation and continuous improvement by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.

• Operational Excellence and Recognition:


• Ensure the contractor team consistently delivers high performance, earning industry recognition through superior service delivery.


• Collaborate across multidisciplined teams to achieve organizational objectives, while consistently meeting established performance metrics and SLRs.


• Drive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.

This position calls for a high-impact leader with a documented history of program success, innovation, and client engagement. The required qualifications include:

• Bachelor’s degree in computer science, information technology, or a related field and eighteen years or more of related experience. Master’s degree (MBA, MS in Computer Science, Engineering, or related field) strongly preferred.
• At least 15 years of infrastructure support experience, with at least 4 years supervising projects or project teams
• Extensive experience managing a fully outsourced IT infrastructure and operations program, with proven success in environments subject to stringent security requirements (e.g., federal government, financial services, or similar domains).
• Direct experience supporting large-scale programs encompassing IT operations, cybersecurity, data center management, and client support.
• Successful track record of managing transformative IT projects, including cloud migrations, cyber risk remediation, ITIL transformations, and data center transitions.
• Comprehensive understanding of full IT stack services and IT lifecycle delivery, including cybersecurity, cloud, infrastructure, and applications.
• Proven leadership in driving Service Level Agreement achievement and resolving operational challenges to ensure high client satisfaction.
• Experience developing and implementing innovative solutions to reduce cost, improve security, and streamline operations.
• Established success in engaging executive level stakeholders, leading cross functional teams, and providing clear, actionable communication.
• Exceptional problem-solving skills, with demonstrated ability to assess needs, identify risks, and implement effective solutions.
• A collaborative leader who fosters team excellence, professional development, and innovation.
• In-depth implementation experience with customization of IT management tools (ServiceNow and SharePoint)
• Preferred: Certifications in ServiceNow or Sharepoint.