Networks - Service Delivery Manager - DoD presso INNOVIM Defense Services

INNOVIM Defense Services is seeking a Networks - Service Delivery Manager to join our team supporting the Integrated Research and Development for Enterprise Solutions (IRES) program at the Missile Defense Agency (MDA). INNOVIM supports the development, implementation, sustainment, and operations of enclaves and systems that manage missile defense training, events, analysis, and operations.

Location: Huntsville, AL or Colorado Springs, CO
Positions Available: 1
Position Closes: 9/22/25
Relocation Assistance: NONE

Description of Duties:
The Networks - Service Delivery Manager (SDM) is accountable for end-to-end delivery and operational performance
of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service
governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/
branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/
Switching, Boundary Security, Platform, Cyber, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services.

Key Responsibilities:

• Service Strategy & Governance
  
  • Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities.
  • Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintaining decision records and traceability.
  • Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices.
• Service Design & Catalog Management
  
  • Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks).
  • Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover).
• Demand, Capacity & Financial Management
  
  • Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads.
  • Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations.
• Change, Release & Deployment Management
  
  • Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation.
  • Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact.
• Incident & Major Incident Management
  
  • Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration.
    MTTA), restoration (MTTR), root cause capture, and formal post incident reviews with actions. Problem, Availability & Continuity Management
    Drive RCA with durable corrective actions; track aging and verify effectiveness.
  • Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene).
    Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment). Compliance, Risk & Security Alignment
    Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure.
  • Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles.
    Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements.
• Vendor & Contract Management
  
  • Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed.
  • Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs. Reporting & Communications
  • Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS).
  • Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions.
• People Leadership & Knowledge Management
  
  • Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations.
    Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth.

The successful candidate will:

• Have strong communication and stakeholder management skills.

Basic Requirements:

• Must have 12, or more, years of general (full-time) work experience
• Must have 5, or more, years of experience in network service delivery/operations for large enterprises (DoD/Federal preferred), including leadership of cross functional teams.
• Must have 1, or more, years of experience working in a management or leadership role
• Must have demonstrated command of ITIL 4 practices (incident/major incident, problem, change, release, service level, capacity/availability, continuity).
• Must have a proven ability to manage budgets, vendor contracts, and executive reporting
• Must be familiar with enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints in IL4/5/6 environments.
• Must have an active DoD 8570 IAM Level II (or higher) certification (examples: CISM, CISSP, CAP, CASP+ CE, GSLC).
• Must have a active DoD Secret Security Clearance

Desired Requirements:

• Have an active DoD Top Secret Security Clearance with SCI eligibility
• Have a Bachelor’s degree, or higher, in computer science, Information Technology
• Have an ITIL® 4 Managing Professional (MP) or Strategic Leader (SL).
• Have a PMP or PMI ACP (program/project leadership and reporting).
• SAFe Agilist (SA) or Lean Portfolio/Architect for scaled environments.
• Lean Six Sigma Green Belt
• CCNP Enterprise or CCNP Service Provider (CCIE valued but not required).
• Baseline cloud networking credential helpful: AWS Advanced Networking – Specialty (or equivalent) or Azure Network Engineer Associate (AZ 700).

This position is expected to pay $150,000 - $180,000 annually; depending on experience, education, and any certifications that are directly related to the position.

IDS is committed to providing superior work in the fields of science, engineering, data analytics and technology to government agencies. We offer competitive compensation packages, including comprehensive nationwide Medical/Dental/Vision insurance programs, life insurance, matching 401k contribution and Educational/Training support.