Senior Service Management Lead

Cherokee Federal•Chicago, IL

68d

About The Position

The Senior Service Management Lead serves as the leader responsible for the overall management, execution, and delivery of regional IT support service programs in support of the Environmental Protection Agency’s (EPA) mission. This position oversees aspects of the regional program performance, including financial management, technical operations, personnel administration, and contract compliance. Acts as one of primary point of contact for EPA Regional IT leadership, the Senior Service Management lead ensures the seamless integration of contractor services with EPA’s strategic goals, operational requirements, and federal IT standards. This role requires a seasoned professional with deep experience managing large-scale IT service programs within the federal environment. The Senior Service Management Lead provides proactive leadership across multidisciplinary teams, ensuring on-time, high-quality deliverables while maintaining strict adherence to EPA processes, security mandates, and performance metrics. The ideal candidate combines strategic vision with hands-on oversight, driving continuous improvement, risk mitigation, and customer satisfaction across all facets of IT service delivery.

Requirements

Bachelor’s degree in business administration, business management, information systems, information technology, engineering, or equivalent experience
ITIL v3 Expert and/or ITIL 4 Managing Professional
Certified TBM Executive (CTBME)
10 years of experience managing IT Support Services with similar scope and complexity
Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.
Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.
Familiarity with Federal IT security requirements.
Tier 4 Public Trust (High Risk/Sensitive)
Mut pass pre-employment requirements of Cherokee Federal.

Responsibilities

Responsible for being the primary liaison to the Government at the task order level.
Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed.
Leads continual improvement of processes and manages the lifecycle of services.
Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools.
Oversees knowledge management, training and education programs.
Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard.
Assigns a Named Technical Representative for each task order service processes.
Collaborates with service managers and functional leaders including engineering, operations, and service desk as well as other EPA contractors and service providers to enable seamless service execution across the service area.
Responsibilities will be further defined at the task order level.
Performs other job duties as assigned