Service Delivery Lead; SIAM

The Service Delivery Lead serves as the primary Service Integration and Management (SIAM) integrator for CASTLE-NET IT services, responsible for coordinating and integrating interdependent services across multiple service providers (Government, contractor, and other providers) into efficient, innovative, agile, and cost-effective end-to-end solutions. This role ensures USACE mission needs are met through effective service orchestration, governance, and continuous improvement while maintaining alignment with GSA and USACE policies.

• Coordinate and integrate IT services across multiple service providers to ensure seamless delivery
• Serve as the primary liaison between service providers, Government, and USACE stakeholders
• Develop and maintain service integration strategies and governance frameworks
• Monitor service delivery performance against established SLAs and KPIs across all provider services
• Facilitate collaborative problem-solving and escalation management among service provider teams
• Document and communicate service integration processes, responsibilities, and expectations
• Conduct root cause analysis on service failures and implement corrective actions
• Establish and maintain service integration procedures aligned with ITIL best practices
• Support continuous improvement initiatives through data analysis and stakeholder feedback
• Prepare service delivery status reports and performance briefings for leadership

• Bachelor's degree in IT, Business Administration, Management, or related field (or equivalent work experience)
• Minimum 4 years of experience in federal contracting environment
• Demonstrated experience unifying processes, assigning responsibilities, and fostering collaboration among multiple providers
• Proven ability to manage multiple tasks effectively with strong problem-solving and analytical skills
• Excellent communication and interpersonal skills with ability to influence diverse stakeholder groups
• Expert-level knowledge of service delivery documentation, root cause analysis, and corrective action processes
• Strong attention to detail and organizational skills with ability to work independently and as part of a team

• ITIL Foundation or ITIL Practitioner certification
• Experience with Service Integration and Management (SIAM) frameworks
• Familiarity with GSA and USACE IT service policies and procedures
• Background with federal IT contracting and government service delivery models
• Experience with Service Now or similar ITSM platforms
• Knowledge of federal compliance requirements (FedRAMP, NIST, FISMA)

• Service Integration & Management
• Multi-vendor Coordination & Management
• ITIL Framework & Processes
• Stakeholder Management & Communication
• Root Cause Analysis & Problem Solving

• Service Now Administration
• Federal Service Delivery Models
• Process Documentation & Governance
• Compliance & Risk Management
• SLA/KPI Development & Monitoring

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age.

All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements
The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$120,