ManTech seeks a motivated, career and customer-oriented **Senior Service Delivery Program Manager** to join our team in the **DC Metropolitan area** or **Stennis, MS.** . **Responsibilities include but are not limited to ​:** + Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary + Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews + Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization •Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently + Develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders' approval + Develop and recommend dashboards to support visibility and management of activities and processes + Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly + Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage **Minimum Qualifications:** + An ITIL v4 certification + An IAT level II certification + A bachelor’s degree + Proficiency in MS Office applications including Project, SharePoint, PowerPoint, Excel, Project, and Word **Preferred Qualifications:** + DHS experience + DoD experience + ServiceNow experience + Agile experience **Clearance Requirements:** + Must have a current/active Secret clearance with the ability to obtain and maintain a Top Secret clearance. + The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position. **Physical Requirements:** + Must be able to remain in a stationary position 50% + Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer + The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.