Tyto Athene is searching for a Senior Service Delivery Manager to support U.S. Southern Command on the SCITES II Contract in Doral, Florida.Positions are located both CONUS/OCONUS at the SOUTHCOM HQ in Doral, FL, and at the TSOC and other locations abroad (GTMO, Honduras, Colombia etc.).

The Senior Service Delivery Manager oversees and optimizes service delivery operations for a Task Order (TO). This role oversees daily operations, coordinates with stakeholders, and drives continual service improvement within USSOUTHCOM.

Responsibilities:

• Drives the development and execution of resilient, high-performing, and mission-critical services, meeting warfighter needs with efficiency and reliability
• Analyzes operational data, anticipates issues, and implements solutions that enhance service quality, user satisfaction, and mission success
• Manages service delivery operations across J6 and USSOUTHCOM, aligning with warfighter needs and mission objectives
• Prioritizes service reliability, performance, and resilience to support operational effectiveness
• Analyzes service delivery metrics to identify opportunities for improvement and implements optimization strategies
• Maintains continuous awareness and understanding of the environment to adapt service delivery to emerging needs
• Reviews feedback and operational insights to confirm services align with expectations and mission goals
• Utilizes a data-driven approach to identify and addresses potential service degradations, problems, or outages proactively
• Conducts incident trending to anticipate issues and escalates critical concerns for higher-level review when necessary
• Collects and analyzes operational telemetry data to provide actionable insights to leaders
• Presents clear and actionable Courses of Action (COAs) to mitigate service disruptions and enhance performance
• Recommends and implements regular service enhancements to increase efficiency, reliability, and user satisfaction
• Leads initiatives to improve operational efficiency while maintaining high service standards

Required:

• Bachelor’s degree in Information Technology, Business, Engineering, or related field
• 10+ years of experience in IT service delivery, operations, or infrastructure management
• Demonstrated experience managing service delivery with DoD or large enterprise environments
• Strong understanding of ITIL framework and experience with service management tools such as ServiceNow
• Experience with SLAs, operational KPIs, and reporting to senior government stakeholders

Desired:

• Master’s degree in related field
• Experience with Agile or DevSecOps environments
• Knowledge or NIPR/SIPR operations, Desktop as a Service (DaaS) / virtual desktop infrastructure (VDI) and enterprise services
• Familiarity with DoD and DISA service models and performance standards
• Proven ability to drive customer satisfaction, operational efficient and continuous improvement
• ITIL v4 Foundation or higher certification
• Certified Information Systems Security Professional

Clearance:

• Secret clearance required with the ability to obtain a TS/SCI

Certification:

• DoD 8570 Baseline & CE certifications are required for all positions and may vary slightly depending on the skillset required to perform the role
• CompTIA Security+ CE

Location:

• Doral, Florida

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.