CACI International Service Delivery Manager in Hampton, Virginia

Job Description

CACI is looking for an experienced Service Delivery Manager for the Air Force ESP program in VA. The position is in support of a unique mission software capability developed by the Air Force for critical missions.

What you’ll get to do:

  • Head of a small project. Implements tactical and operational plans for that project, with moderate impact on the achievement of project results.

  • Responsible for all operations and maintenance (O&M) activities performed by CACI;

  • Supports ongoing projects;

  • Serves as the client facing representative for all ESP Service Delivery actions and issues;

  • Ensures processes, procedures, and documentation are maintained, updated, and executed;

  • Oversees all updates, ensuring use of consistent processes and best practices as well as proper communications to all sites;

  • Provides expeditious resolution of severity-level outages as well as proper communications of status and resolution to stakeholders.

  • Responsible for managing Service Desk resources to meet and/or exceed all contract Service Level Agreements;

  • Works with the government stakeholders and account executives to ensure proper communication.

  • Work with a large integrated team to manage successful technology design, implementation, and support tasks and leadership through the full systems engineering life cycle. The SDM must possess knowledge and experience with interrelationship between applications, warehouses/database, reports, and Air Force technologies in an integrated Open Architecture environment.

More About the role

  • Overseeing a customer service organization that helps deliver and monitor performance, reliability and customer satisfaction consistent with business expectations

  • Leads and supports incident management teams and the resolution of severity events - Periodically serves as on-call SDM - Displays superior leadership qualities on meeting deadlines, motivating and mentoring team, and effective decision making and commitment to exceptional customer service and high performance. - Ensures that Service Level Agreements and client expectations are met - Creatively and continuously improves all technology services processes

  • Manages technology services organization including hiring, staff development, and performance management - Interviews, hires, and trains staff, evaluates performance and provides feedback., and makes personnel action recommendations

  • Facilitates high collaboration between teams in different geographies - Provides continuous process improvement through incident management and problem management - Serves as a liaison between technology infrastructure, business stakeholders, and end users

  • Directs all phases of programs from inception through completion and directs the work of employees assigned to the program from technical and administrative areas - Engages with client and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate accomplishments or issues

  • Ensures all project personnel are engaged and familiar with program direction - Manages project scope effectively and facilitates projects through their normal life-cycle, from initiation to closure, using sound project management disciplines

  • Identifies opportunities for organic and new growth in contract scope and value

  • Provides functional leadership to program staff through coaching, mentoring, and other staff development approaches

  • Monitors all computer/systems assigned to the data center for performance and capacity and assists staff with monitoring network performance and availability

  • Builds positive, collaborative relationships with all points of contact and works collaboratively to utilize available resources and successfully meet customer needs and expectations

  • Works alongside IT departments at the distributed locations to ensure that SLAs are met and business expectations are exceeded

You’ll bring these qualifications:

  • TS/SCI Clearance

  • BS and 15 yrs related experience, or MS and 12 yrs related experience (education/experience in a directly-related technical field)

  • ITIL V3 Foundation Certification

  • Security CE + Certification

  • Track record of managing projects on time, on scope and within budget

  • Must be able to effectively and professionally communicate to management, partners, peers, employees, and customers as well as demonstrate sound judgment/reasoning skills

  • Proficiency with MS Project, PowerPoint, Word and Excel

  • Ability to synthesize project information and update project tasks with minimum help from the team

  • Ability to identify project risks, perform high level research by talking to the team and SMEs (Subject Matter Experts), and develop a mitigation plan

These Qualifications would be Nice to Have:

  • Experience and understanding of the Air Force Systems and Applications

  • Knowledge of open source architecture and infrastructure

  • 10+ years of progressive experience in Project Management

  • 10+ years of experience as Project/Team Lead with minimum 8-10 team members

  • 10+ years of experience in Systems Integration, Architecture, and Distributed Applications

  • Experience with projects of similar scope and/or size

  • Experience with multiple Service Desk Applications to include Zenoss,

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.