Bachelor's degree in Business, Public Administration, Information Technology, or related field (or equivalent experience)
5-8 years in federal program management or service delivery
Experience with federal contracts, especially civilian or defense agencies
Strong grasp of federal compliance and governance
Proven ability to lead cross-functional teams and manage senior-level relationships
Excellent communication and decision-making skills
Relevant certifications like PMP, CSM, or ITIL
Responsibilities
Lead service delivery operations for multiple federal contracts, ensuring quality and compliance
Drive operational excellence through process improvement and performance management
Oversee contract governance and compliance reporting
Collaborate with Talent Acquisition and Program Management to monitor KPIs and resource needs
Support capture efforts with delivery insights and operational input
Work with technical teams on modernization and technology transformation
Lead workforce readiness initiatives including training compliance and staffing
Build relationships with senior government stakeholders and address delivery issues
Benefits
Onsite work in Arlington, VA
Occasional travel up to 10%
Opportunity to mentor and develop program leaders
Engagement with senior government stakeholders
Involvement in strategic operational initiatives
Access to a culture of accountability and continuous improvement
Full Job Description
About the Role:
We are seeking an experienced Director, Service Delivery to provide strategic and operational leadership across multiple federal contracts. This role will drive high-quality service delivery, program performance, compliance, customer satisfaction, and continuous improvement.
The Director will partner with executive leadership, program managers, technical teams, and government stakeholders to strengthen operational performance, optimize processes, ensure workforce readiness, and resolve complex delivery challenges. The ideal candidate is an experienced federal services leader who can balance strategic leadership with hands-on operational oversight in a complex, fast-paced, and regulated environment.
Location
Arlington, VA - Onsite at Headquarters
Travel: Occasional travel, up to 10%
Clearance & Citizenship
U.S. Citizenship required.
Must be eligible to obtain and maintain at minimum Secret security clearance.
Responsibilities:
Lead service delivery operations across multiple federal contracts, ensuring quality, compliance, performance, and customer satisfaction.
Drive operational excellence through process improvement, standardization, performance management, and proactive issue resolution.
Oversee contract governance, reporting, performance metrics, and compliance requirements.
Partner with Talent Acquisition, Solutions Architecture, and Program Management to monitor KPIs, risks, staffing, resource needs, and deliverables.
Support capture and proposal efforts by providing delivery insights, staffing strategies, operational input, and technical feasibility assessments.
Collaborate with technical teams to support modernization initiatives, cloud adoption, technology transformation, and legacy system remediation.
Lead workforce readiness efforts, including resource planning, credential tracking, training compliance, and staffing requirements.
Build and maintain strong relationships with senior government stakeholders and serve as a senior escalation point for delivery issues.
Mentor and develop program leaders while contributing to leadership development and a culture of accountability and continuous improvement across the organization.
Minimum Qualifications:
Bachelor's degree in Business, Public Administration, Information Technology, or a related field
10+ years of relevant experience may substitute for a degree.
5-8 years of experience in federal program management, service delivery, operations leadership, or a related field.
Experience supporting federal contracts, preferably with civilian or defense agencies.
Strong understanding of federal compliance, governance, and performance management.
Experience leading cross-functional teams and managing senior-level customer relationships.
Excellent communication, analytical, organizational, and decision-making skills.
Ability to manage competing priorities in a fast-paced, highly regulated environment.
Relevant professional certification such as PMP, CSM, or ITIL.
Technical Qualifications
Microsoft: Teams, SharePoint, OneDrive
Project & Work Management: Jira, Microsoft Project, Smartsheet
Data & Reporting: Power BI, Tableau, or similar dashboarding and business intelligence tools
Federal Security & Compliance: NIST, FedRAMP, FISMA, and Zero Trust
Familiarity with program management, governance, performance management, and continuous improvement methodologies
Preferred Qualifications:
Experience with resource management and vendor/subcontractor management.
Familiarity with portfolio management, governance, or enterprise architecture environments.
Experience with workforce planning, credential tracking, and training compliance.
Experience supporting federal contract transitions, recompetes, or program start-ups.
Experience working directly with senior government executives and contracting stakeholders.
Experience developing executive-level reporting, program health metrics, and performance dashboards.
