Cyber Security - Service Delivery Manager

Cyber Security - Service Delivery Manager
Redstone Arsenal
Huntsville, AL

HX5 is an award-winning provider of engineering, research and development, and technical services to clients such as NASA and the Department of Defense. Founded in 2004, HX5 is a fast-growing veteran- and woman-owned company with locations nationwide.

HX5 is currently seeking a qualified Cyber Security - Service Delivery Manager (SDM) is responsible for ensuring consistent, reliable, and efficient cybersecurity service delivery within a technical domain. The SDM ensures high-quality service and drives continuous improvement through standardized management practices, measuring team efficiency, and fostering ongoing team development. This role acts as the primary point of contact for leadership regarding the performance of IT and cybersecurity service delivery in design, transition, deployment, and operational support. The ideal candidate brings strong leadership, interpersonal, and management skills, along with a solid understanding of cybersecurity services, enterprise operations, and mission-critical IT environments.

Essential Duties and Responsibilities:

• Service Level Management:
  * Oversee end-to-end delivery of cybersecurity service quality. Monitor, manage, enhance, and report on IT service performance against agreed SLAs and KPIs.
• Team Leadership and Development:
  * Foster a culture of continuous improvement and knowledge sharing. Ensure the team has the necessary skills and resources to deliver excellent service.
• Incident and Problem Management:
  * Oversee resolution of major incidents and problems impacting cybersecurity service delivery. Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions.
• Service Engineering Principles:
  * Understand, evangelize, and enforce service delivery lifecycle principles (envisioning, design, plan, stabilize, and deploy phases).
• Change and Release Management:
  * Collaborate with Change Management to ensure changes to cybersecurity services are implemented effectively, efficiently, and with minimal disruption.
• Continuous Improvement:
  * Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost effectiveness.
• Reporting and Communication:
  * Provide regular reports on service performance to senior management and business stakeholders.
• Vendor Management:
  * Manage relationships with key IT and cybersecurity vendors, ensuring services meet contractual obligations.
• Budget Management:
  * Contribute to development and management of the service delivery budget. Track and control service delivery costs.
• Control Account Management:
  * Maintain awareness of financial health for assigned projects, including budgeting, forecasting, and variance analysis.
• Operations Maintenance and Sustainment:
  * Oversee and actively participate in operational maintenance and sustainment activities.

• Resource Management:
  * Optimize allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce
  costs.

The Successful Candidate Will:

• Have strong relationship management skills
• Be able to communicate effectively with both technical and non-technical audiences
• Be able to work under pressure and manage multiple priorities effectively

Education and Experience:

• Must have 12, or more, years of general (full-time) work experience
  • May be reduced with completion of advanced education
• Must have 5, or more, years of experience in an IT Service Delivery Manager or similar role.
• Must have 1, or more, years of experience working in a management or leadership role
• Must have experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
• Must have an in-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Must have excellent analytical, problem-solving, and decision-making skills.
• Must have experience with service management tools (e.g., ServiceNow, BMC Remedy).
• Must have 1, or more, current DoD 8570 or 8410 compliant certifications
• Must have, or obtain, an active DoD Secret Security Clearance

Desired Requirements:

• Have a Bachelor's degree, or higher, in computer science, Information Technology
• Have an active DoD Secret security clearance (TS/SCI preferred at time of application).
• Have experience in a specific industry (e.g., MDA, DoD IT Operations).
• Have Project management experience.
• Have an ITIL v4 Foundation Certification (Managing Professional preferred).

Position Type/Expected Hours of Work:

This is a full-time position requiring 40 hours per week and offers a flexible work schedule Monday through Friday during core business hours.

Other Position Requirements:

• Proof of U.S. Citizenship or US Permanent Residency is a requirement for this position.
• Must be able to complete a U.S. government background investigation.
• Must be able to travel, including air travel up to 10%.
• Must have a valid Drivers License.

HX5 offers a competitive salary and benefits package to include:

• Medical/Dental/Vision Insurance
• 401(k) plan with Company Match
• Paid Holidays
• Paid Time Off
• Parental Leave
• Life Insurance
• Tuition Reimbursement
• Medical and Dependent Care Flexible Spending Accounts
• Pet Insurance

HX5, LLC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, age, national origin, ancestry, citizenship, disability, or veteran status.

HX5, LLC is a Drug Free Workplace Employer.

ACCESSIBILITY NOTICE:
If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, pleasecall (850) 362-6551.

CJ