Applications Service Delivery Manager, KIHOMAC, CO, US

Job Description

  • Oversee end-to-end delivery and operational performance of application services supporting DoD missions
  • Coordinate cross functional teams (App Dev, DB, Platform, Cyber, Network, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services
  • Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
  • Lead Service Governance (CAB/CCB/ARB participation) to balance velocity, reliability, and security; maintain decision records and traceability
  • Define and maintain service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
  • Own the Service Catalog entries for application services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
  • Coordinate readiness for new or changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO artifacts, handover)
  • Forecast demand and plan capacity (computer, storage, licenses, staff) to meet growth and seasonal mission loads
  • Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
  • Chair/drive change quality: pre implementation reviews, maintenance windows, freeze periods, and rollback validation
  • Ensure releases meet readiness gates (approvals, testing, monitoring, comms) and verify post change health
  • Own P1/P2 Major Incident bridges, communications, and stakeholder updates through resolution
  • Ensure first response quality (MTTA), restoration (MTTR), user experience impact tracking, and formal post incident reviews
  • Drive RCA with durable corrective actions; track aging and effectiveness checks
  • Manage availability targets, error budgets, technical debt, and resiliency patterns (graceful degradation, retries, circuit breakers)
  • Maintain service continuity, DR plans, and evidence of periodic tests (RTO/RPO attainment)
  • Align service 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
  • Manage third party performance to underpin SLAs; negotiate improvements or remediation plans
  • Validate vendor runbooks, maintenance notifications, and participation in incidents/RCAs
  • Provide daily/weekly/monthly performance reporting (availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, ticket backlog aging, CSAT/NPS)
  • Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions
  • Lead a matrixed team of controllers/analysts/engineers; 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
  • Other duties as assigned
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