Applications - Service Delivery Manager

Applications - 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.

The Applications - Service Delivery Manager (SDM) is accountable for end-to-end delivery and operational performance
of application services supporting DoD missions. The SDM owns SLAs/SLOs, service governance, risk/compliance
alignment, and continuous improvement across classified and unclassified (IL4/5/6) environments. This role coordinates
cross functional teams (App Dev, DB, Platform, Cyber, Network, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services.

Essential Duties and 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) 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.
• Service Design & Catalog Management
  • 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).
• Demand, Capacity & Financial Management
  • 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
• Change, Release & Deployment Management
  • 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.
• Incident & Major Incident Management
  • 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.
• Problem, Availability & Continuity Management
  • 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).
• Compliance, Risk & Security Alignment
  • 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.
• Vendor & Contract Management
  • Manage third party performance to underpin SLAs; negotiate improvements or remediation plans.
  • Validate vendor runbooks, maintenance notifications, and participation in incidents/RCAs.
• Reporting & Communications
  • 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.
• People Leadership & Knowledge Management
  • 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.

The Successful Candidate Will:

• Have strong communication and stakeholder management skills.

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 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 application architectures (web tiers, APIs, microservices/containers), observability concepts (APM,
  logs/metrics/traces), and security controls in IL4/5/6 environments.
• Must have an active DoD 8570 or 8140 compliant certification (e.g., Security+).
• Must have, or obtain, an 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 experience supporting the Missile Defense Agency (MDA) or other DoD agencies.
• Have a PMP, CAPM, or equivalent program/project management certification.
• Have an ITIL 4 Managing Professional (MP) or Strategic Leader (SL).
• Have a PMP or PMI ACP
• SAFe Agilist (SA) or SAFe Architect/Lean Portfolio
• Lean Six Sigma Green Belt
• Baseline cloud credentials helpful: AWS Cloud Practitioner or Azure Fundamentals (AZ 900) for stakeholder fluency

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 obtain a Secret clearance.
• Must be able to travel, including air travel.
• Must have a valid Driver's 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