About Merlin Group

Merlin Group operates at the intersection of cyber innovation, national security, and technology-driven transformation. With a mission to accelerate the adoption of high-impact technologies across the U.S. public sector and regulated commercial markets, Merlin is uniquely structured around three core tenets – Invest, Enable, and Scale – each designed to address a specific stage of the technology lifecycle. Together, our affiliates – Merlin Ventures, CGC, and Merlin Cyber – form a flywheel that builds enduring capability for customers, partners, and the broader cyber ecosystem, operationalizing technological advancement into mission-ready, enterprise-grade solutions.

At Merlin, we believe our strength lies in our people. Team members are encouraged to be creative, collaborative, and nimble, pursuing paths to deliver the cutting-edge cybersecurity solutions that our customers rely on. From next-generation cyber defense to secure cloud and AI, we are united by one purpose – transforming innovation into mission impact.

The Opportunity

We're hiring a customer-focused Service Delivery Manager to run the day-to-day delivery of Merlin's ServiceNow-based managed IT and security operations services. You'll be the person our federal and public sector customers rely on: you own the relationship, the SLAs, the escalations, and the reporting that shows customers exactly how their services are performing. Working alongside our Senior ServiceNow Solutions Architect, ServiceNow engineers, SOC, and cybersecurity teams, you'll turn customer needs into clear requirements, keep incidents moving to resolution, and make sure every customer feels well served.

This is a hands-on delivery role with real technical depth. You don't need to write ServiceNow code, but you do need to know how ITSM and security operations workflows run on the platform, read a dashboard and spot what's wrong, run a major incident bridge with confidence, and explain technical issues to a frustrated customer in plain language.

Primary Duties & Responsibilities

Customer Service & Relationship Management

Serve as the primary point of contact for assigned managed services customers, from onboarding through steady-state operations.
Lead recurring service reviews with customer stakeholders and executives, covering performance, open issues, risks, and upcoming changes.
Handle customer escalations calmly and quickly, set clear expectations, and follow through until the customer is satisfied.
Gather customer feedback and turn it into service improvements, new catalog items, and workflow requests for the ServiceNow engineering team.
Track customer satisfaction and act on trends before they become complaints.

Service Delivery & SLA Governance

Own SLA and SLO governance for assigned customers, including monitoring, breach prevention, and corrective action plans.
Run service desk and operations center delivery processes in line with ITIL: Incident, Major Incident, Problem, Change, and Request.
Manage staffing coverage, escalation paths, and shift handoffs for 24/7 support where customers require it.
Maintain standard operating procedures, runbooks, and knowledge base articles so the team delivers consistently.

Incident & Security Operations Coordination

Act as incident manager for high-priority and major incidents: open the bridge, coordinate technical teams, and issue timely customer notifications and updates.
Partner with the SOC on security incidents tracked in ServiceNow Security Incident Response (SIR), making sure customers get accurate, on-time communication.
Coordinate vulnerability remediation tracking with customer system owners, using scan results from tools such as Nessus and Tenable.
Lead post-incident reviews and drive root cause and problem management actions to closure

Reporting, Metrics & Platform Improvement

Build and maintain ServiceNow and Power BI dashboards that track SLA compliance, backlog, MTTD, MTTR, and customer satisfaction.
Produce clear performance reports and executive briefings for customers and Merlin leadership.
Identify workflow bottlenecks and work with ServiceNow engineers to improve forms, assignment rules, notifications, and automation.
Support new customer onboarding: requirements gathering, catalog and SLA setup, user acceptance testing, and go-live readiness.

Project Management

Plan and run service transitions, migrations, and tool integration projects using Agile, Waterfall, or hybrid methods.
Keep schedules, risks, owners, and deadlines visible, and raise issues to leadership early.

Qualifications

8+ years of IT operations, service desk, or service delivery experience, including 3+ years leading teams or programs.
Hands-on experience using ServiceNow ITSM (Incident, Problem, Change, Request) as a process owner, manager, or power user, including reporting and dashboards.
Experience supporting security operations or incident response, such as SOC, NOC/TOC, or cyber incident management.
Working knowledge of SIEM and monitoring tools such as Splunk, ArcSight, or similar.
Proven SLA/SLO management, KPI reporting, and escalation management in a 24/7 environment.
Strong customer service skills, including calm, plain-language communication with frustrated or high-pressure customers.
Experience briefing executives and senior government stakeholders.
ITIL v4 Foundation certification or equivalent ITIL experience.

Nice to Have

Experience delivering services to federal customers (DHS, CISA, TSA, or similar civilian agencies).
Familiarity with ServiceNow Security Incident Response, Vulnerability Response, or CSM.
Experience with Power BI, JIRA, Nessus, ScienceLogic, AppDynamics, ThousandEyes, or similar monitoring and reporting tools.
Exposure to RMF, FISMA, A&A, or continuous monitoring programs.
Experience leading large user or service migrations.
Active security clearance (Top Secret preferred).

Certifications (helpful, not required)

Strong delivery experience counts for more than any credential, but these map well to the role:

ITIL v4 Foundation or higher.
PMP or equivalent project management certification.
CompTIA Security+ or Microsoft Certified: Security Operations Analyst Associate.
ServiceNow CSA or ServiceNow ITSM implementation credentials.

Success in the First Year

Assigned customers consistently meet or beat their SLAs, with breaches caught and corrected early.
Customers rate their experience highly, and escalations get resolved faster and less often.
Major incidents run on a repeatable playbook with on-time customer notifications every time.
Leadership and customers have dashboards they actually use to see service health at a glance.
At least one customer onboarded or transitioned onto ServiceNow managed services cleanly and on schedule.

Benefits & Perks

We want to empower and inspire employees to be and do their best. Our workdays are dynamic, collegial, and fun. Our office features multiple places to work unconstrained by typical office barriers. Our wellness package provides access to an on-site gym and includes medical, dental, and vision insurance along with options for FSA and EAP. We offer 401(k) with employer match, unlimited PTO, and a culture respectful of the reality that not everything in one’s personal life is guaranteed to happen only after hours.

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.

www.themerlingroup.com

Learn more about this Employer on their Career Site

Service Delivery Manager, ServiceNow Managed