Service Delivery Integration Director - Tower Director

Overview

Introduction:

Veterans and the clinicians who care for them depend on the Department of Veterans Affairs (VA) IT infrastructure every day, and that infrastructure is run by multiple service providers, each responsible for its own execution and success within the infrastructure. As our Service Delivery Integration Director, you’ll be the leader who makes those service providers work as one. You’ll design and build the integration framework, bring every service provider under shared governance with clear accountability and performance expectations, and give VA leadership a transparent, real-time view of how services are performing across the ecosystem. You’ll need to be as comfortable presenting to executives and large audiences as you are shaping processes and tools. If you like turning vague direction into a plan people embrace, and you want to provide exceptional service for those who served, we’d like to talk with you.

Position Summary:

The SDI Tower Director is the single contractor-side leader accountable for the Service Delivery Integration framework under the Business Office Integration section of the contract and owns its deliverables and acceptable quality levels (AQLs). This leader designs, implements, operates, and continually matures an enterprise SDI framework that coordinates multiple service providers, so VA’s Infrastructure Success (IS) customers experience one integrated, transparent, and measurable service.

This leader must drive collaboration across its peers in FinOps, Data Center Operations, and Business Office Integration, because the service providers, customers, data, and hand-offs are shared. The role spans the full SDI lifecycle, well beyond IT service management (ITSM) platform administration, reporting, or coordination.

The SDI Tower Director leads:

• Enterprise discovery and current-state assessment.
• Multivendor governance and operating-model design.
• Service-management process integration.
• Tool evaluation, configuration, integration, and validation.
• End-to-end workflow standardization.
• Service Catalog development.
• Cross-provider handoffs and accountability.
• Organizational change management and training.
• Performance management and executive reporting.
• Risk management and compliance.
• Service Improvement Plans and Continual Service Improvement.
• Ongoing governance, operational sustainment, and measurable maturity improvement.

The Director runs SDI through a contractor-developed and managed, Government-owned Centralized Hub that provides auditable governance, real-time performance monitoring, and enterprise situational awareness. All work stays aligned with VA and IO strategic objectives, advances through formal stakeholder review and Government approval, and remains within the Government’s authority over approvals, policy, prioritization, and risk acceptance.

At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

Responsibilities

SDI Director Performance Expectations:

1. Establish the SDI vision, integrated execution plan, governance structure, and operating cadence.
2. Lead the four required SDI phases (Discovery and Strategy, Plan and Build, Implementation, and Run and Improve) and obtain and document Government concurrence before each phase advances.
3. Deliver phase outputs on contract timelines, including the SDI Needs Assessment Report, the SDI Maturity Assessment Report, and the SDI Governance and Operational Model Recommendation within required timeframes.
4. Ensure that every phase output is complete, accurate, auditable, and ready for Government review.
5. Raise SDI governance maturity by one level each year, with no regression in any maturity dimension.
6. Track provider service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) with a high degree of accuracy, and close Service Improvement Plans on time.
7. Ensure clients are trained in the SDI framework, driving strong attendance and quarterly refresher sessions.
8. Maintain clear boundaries between contractor recommendations and Government decision, contractual, risk-acceptance, and approval authority.

Roles and Responsibilities:

• Serve as the principal contractor-side leader for all SDI activities and outcomes.
• In coordination with the Program Management Office (PMO), develop and maintain the integrated SDI schedule, deliverable register, dependency map, risk register, action register, decision log, staffing plan, quality controls, and acceptance plan.
• Integrate governance, service management, technical implementation, provider coordination, performance management, risk, compliance, organizational change management, and continuous improvement into one executable program.
• Establish clear accountability across SDI architects, process leads, tool and integration personnel, performance analysts, service-level personnel, change-management staff, trainers, risk and compliance personnel, and continuous-improvement resources.
• Lead discovery: inventory providers, contracts, and service delivery models, evaluate provider performance and compliance, complete the gap analysis, and publish a stakeholder RACI (responsible, accountable, consulted, informed) validated by VA leadership.
• Design the SDI governance framework and Integrated Service Management Plan, including roles, escalation paths, dispute management, and recommended decision authority, and validate them through governance workshops.
• Standardize end-to-end service management processes and cross-provider hand-offs, and jointly develop a Service Catalog reflecting service offerings, SLAs, OLAs, and fulfillment workflows.
• Lead organizational change management for SDI, including the change management plan, communication plan, role-based training, and quarterly refresher sessions.
• Run continuous improvement through Service Improvement Plans and a Continual Service Improvement register, and maintain the risk register and compliance audit program across all providers.
• Coordinate closely with the Program Director, customer leadership, service owners, contract stakeholders, technical teams, business organizations, security organizations, and service providers.
• Present decision-ready recommendations, status, risk, dependencies, performance trends, and corrective actions to executive stakeholders.
• Ensure the SDI team works within approved contractual and governance boundaries and does not assume Government decision or contractual authority.

Qualifications

Required Qualifications:

• At least 10 years of experience in IT service management, service integration, or multivendor IT operations, including 5 years leading multidisciplinary teams on complex customer-facing programs.
• Experience designing and running a multivendor service integration and governance model.
• Experience implementing ITIL-based processes, a Service Catalog, and SLA and OLA performance management across multiple providers.
• Experience leading ITSM platform and integration hub configuration (ServiceNow or equivalent) and cross-provider performance dashboards.
• Experience leading organizational change management for new processes, tools, and operating models.
• Strong executive communication. Must be well-written and comfortable in front of large audiences.

Preferred Qualifications:

• Experience working within the Department of Veterans Affairs.
• Experience in a large Federal, healthcare, regulated, or mission-critical infrastructure environment.
• Master’s degree in information systems, engineering, business, public administration, or a related field.
• ITIL 4 Managing Professional, ITIL 4 Strategic Leader, or comparable advanced ITIL certification.
• SIAM Foundation or SIAM Professional certification.
• Project Management Professional (PMP) certification.
• COBIT, CMMI, Lean Six Sigma, Prosci, or comparable governance or change-management credentials.
• Experience leading Government-facing deliverables, executive governance boards, quarterly service reviews, compliance audits, and corrective-action programs.
• Experience supporting 24/7/365 infrastructure or mission-critical service environments.
• Experience managing organizational transitions across service providers, tools, processes, and operating models.
• Experience in an outcomes-based environment, comfortable transforming vague parameters into clear guidelines.
• Experience with responsible AI and machine learning governance and predictive service-management use cases is desirable.

Education:

• Bachelor’s degree in information systems, engineering, business, or a related field. Sixteen years of relevant experience may substitute for a degree.

Clearance: 

• Must be able to obtain and maintain the personnel suitability, credentials, system access, and training required per a Tier 4 / High Risk clearance.

Location: 

• Rockville, MD or Austin, TX.
• Onsite Requirements: In office a minimum of 2 days a week.
• Travel: As required per customer mission needs.
  

Pay Range:

• The suggested pay for this position ranges from $150,546 to $225,875.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/