IT Service Delivery Manager SME

• IT Service Delivery Manager SME

Are you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We would love to talk with you regarding the next step in your career. Come join our team!

Zantech is looking for a talented IT Service Delivery Manager SME to contribute to the success of our upcoming Operations and Program Management Support Services project for a Hybrid role based out of Ashburn, VA.

The IT Service Delivery Manager SME will play a crucial role in providing:

• Service Delivery Management & Governance (Intake process design and execution, portfolio lifecycle management)
• Portfolio Management & Resource Allocation (CPIC, TBM, FITARA, IT investment oversight, financial and investment analysis)
• Business Intelligence & Data Analytics (PMO technical solutions, executive dashboards integrating financial and operational data)
• Acquisition & Lifecycle Support (Acquisition-related operations support)

The IT Service Delivery Manager SME provides senior-level expertise in IT service delivery, investment governance, strategic planning, and modernization support. The SME is responsible for the entire portfolio lifecycle, from the strategic alignment of investments to the operational execution of work intake and governance. This role supports the Government in assessing, managing, and communicating portfolio performance, budget considerations, and decision-ready information needed to guide priorities and improve accountability. A core responsibility is establishing and executing a robust process for the intake, assessment, and dissemination of all new work requests to ensure alignment with organizational objectives and efficient resource allocation.

Impact: The impact of this role is foundational: without effective IT portfolio governance and intake management, the government cannot systematically prioritize work, allocate resources, or demonstrate return on investment to OIT and CBP leadership.

Responsibilities include, but will not be limited to:

• Provide senior advisory support on Federal IT portfolio management including governance, strategic planning, modernization, CPIC, and TBM; support Federal CIO governance, FITARA compliance, and IT investment oversight
• Establish and execute the formal intake process for all new work requests; oversee thorough assessment of each request's applicability to strategic goals; ensure accurate dissemination of work to appropriate internal teams for execution
• Coordinate with Government personnel in the assignment and prioritization of requested work
• Lead implementation of PMO technical solutions integrating financial and operational data into dashboards for executive decision support; drive process automation and development of repeatable operating procedures to improve transparency and efficiency
• Provide supervision and instruction to contractor personnel performing portfolio and intake duties, ensuring work progresses on schedule and all deliverables are submitted as required
• Apply extensive knowledge of CBP OIT financial management practices to support allocation of funding across large investment portfolios
• Assess, manage, and communicate portfolio performance, budget considerations, and decision-ready information needed to guide priorities and improve accountability

Required Experience or Knowledge of the following technologies/functions:

• Minimum of fifteen (15) years of Federal IT portfolio management and investment management experience supporting governance, strategic planning, modernization, and acquisition-related operations in complex environments
• Skills Required:

• Proven leadership of enterprise IT portfolio management efforts, including management of multiple concurrent projects and senior advisory support across Federal agencies
• Direct experience implementing platform-based and customized PMO technical solutions, integrating financial and operational data, and developing dashboards for executive decision support
• Extensive background in Federal CFO Act Agency CIO portfolio governance, FITARA support, and IT investment oversight
• Capital Planning and Investment Control (CPIC) and Technology Business Management (TBM) advisory and implementation
• Financial and investment analysis; applying extensive knowledge of CBP OIT financial management practices to support allocation of funding across large investment portfolios
• Demonstrated success in modernization planning, budget integration, and process automation
• Establishment and execution of formal intake processes for new work requests, including assessment of strategic applicability and routing to execution teams
• Coordination and prioritization of work with Government personnel
• Supervision and instruction of contractor personnel performing portfolio and intake duties
• Effective oral and written communication

Required Education/Certifications:

• No specified Education as a minimum requirement for this role
• Active Project Management Institute (PMI) Project Management Professional (PMP) certification

Required Security Clearance:

• US Citizenship
• Active Top Secret or higher clearance, per contract requirements.
• Ability to obtain and maintain a DHS clearance is required; active DHS CBP clearance is preferred

“Outstanding Performance…Always!”

Our corporate motto represents our commitment to build long-term relationships with both our clients and our employees by providing the highest quality service in everything we do. We strive for excellence for our clients and for each other. We embrace the opportunity to hire individuals with new talents and fresh perspectives. Zantech offers competitive compensation, strong benefits, and a vacation package, as well as a fast-paced and exciting work environment. Come join our team!