Service Management Lead

Koniag Government Services•Washington, DC

4d•Hybrid

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Management Lead to support Koniag IT Systems (KITS) and our government customer in Washington, DC. This is a hybrid position requiring 3 days onsite. The role serves as a critical operational leadership position responsible for establishing, managing, and continuously improving a mature enterprise IT Service Management (ITSM) capability aligned to ITIL 4 practices across a comprehensive 24x7 enterprise IT operations and sustainment program delivered through an Agile method. The ideal candidate is a seasoned IT service management professional with deep expertise in ITIL 4 practices, enterprise ITSM platform administration, and the practical application of service management principles within a complex, multi-functional federal IT environment. This individual must be a proactive, collaborative leader capable of driving service quality, operational discipline, and continual service improvement across all functional areas of a large, geographically distributed enterprise IT program. This position requires the ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work. Primary work will be performed at the client site and approved remote/telework locations.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, Information Systems, or a related field from an accredited college or university.
Minimum of 7 years of experience in IT service management, with at least 3 years in a service management lead, ITSM process owner, or equivalent senior ITSM role within a federal government IT contracting environment.
Demonstrated hands-on experience owning and managing ITIL-based ITSM processes, including incident management, problem management, change management, service level management, and knowledge management, in a complex enterprise IT environment.
Experience administering and configuring enterprise ITSM platforms (e.g., ServiceNow) to support process workflows, automation, dashboards, and reporting.
Experience supporting or leading Change Advisory Board (CAB) activities in a production federal IT environment.
Ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work.
Exceptional communication skills in English—both written and oral—with the demonstrated ability to communicate service management concepts, process standards, and performance data clearly and effectively to both technical teams and senior Government stakeholders.
Deep expertise in ITIL 4 service management practices, including incident management, problem management, change management, service level management, knowledge management, and continual service improvement, with demonstrated ability to apply these practices pragmatically within a complex, 24x7 federal IT environment.
Strong ITSM platform administration skills, including demonstrated experience configuring, maintaining, and optimizing enterprise ITSM platforms (e.g., ServiceNow) to support end-to-end service management process execution, automation, and reporting.
Proven ability to establish, enforce, and continuously improve ITSM process standards across large, cross-functional delivery teams in a federal IT O&M environment.
Strong analytical skills with demonstrated experience analyzing service management performance data, incident trends, and SLA metrics to identify root causes, improvement opportunities, and corrective actions.
Experience developing and maintaining service management documentation, including process flows, work instructions, standard operating procedures, and governance frameworks.
Experience facilitating Change Advisory Board (CAB) meetings, including reviewing change requests, assessing risk, and ensuring proper documentation of implementation plans and rollback procedures.
Demonstrated ability to develop and maintain ITSM metrics dashboards and SLA performance reports that provide accurate, timely, and actionable visibility to Government stakeholders.
Knowledge of enterprise IT operations functional areas, including NOC operations, multi-tier service desk support, network engineering, Microsoft infrastructure, cloud operations, and enterprise application support, sufficient to effectively manage cross-functional ITSM processes.
Experience integrating ITIL-based service management practices with Agile delivery methodologies, including Sprint planning, backlog management, and Sprint reporting.
Strong leadership and interpersonal skills with the ability to influence, coach, and drive process adherence across cross-functional teams without direct supervisory authority.
Familiarity with federal IT security and compliance requirements, including FISMA, NIST SP 800-53, CUI handling, and applicable FAR provisions, as they relate to ITSM process execution and documentation responsibilities.

Nice To Haves

Prior experience serving as a Service Management Lead or ITSM process owner on a federal IT O&M program of comparable scale and complexity.
Experience integrating ITIL 4 service management practices with Agile delivery methodologies in a federal IT environment.
ITIL 4 Managing Professional or ITIL 4 Strategic Leader certification, or ITIL v3 Expert certification with demonstrated equivalent ITIL 4 knowledge and experience.
ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) certification, or equivalent demonstrated ITSM platform administration expertise.
Agile or Scrum certification (e.g., Certified Scrum Master (CSM), SAFe Agilist, PMI-ACP) or demonstrated equivalent experience supporting Agile delivery programs within a federal IT context.
Project Management Professional (PMP) or equivalent program/project management certification.
Proficiency with Power BI or equivalent data visualization tools for ITSM metrics dashboard development and maintenance.
Experience with ITSM platform automation development, including workflow automation, scripting, and integration capabilities within ServiceNow or equivalent platforms.
Knowledge of Zero Trust Architecture principles (NIST SP 800-207, OMB M-22-09) and their practical application within a federal enterprise IT service management context.
Experience with enterprise knowledge management platform administration, including knowledge base design, article lifecycle management, and utilization analytics.
Familiarity with contract service level management and performance reporting requirements within a federal IT services environment.
Experience supporting audit readiness activities and maintaining organized ITSM process compliance evidence files within a federal IT program environment.
Familiarity with Section 508 compliance requirements for enterprise ITSM platforms, dashboards, and reporting tools delivered under federal contracts.
Experience with continual service improvement program development and management, including the application of data-driven improvement methodologies within a federal IT O&M context.

Responsibilities

Establish, own, and continuously mature the program's enterprise ITSM capability, developing and implementing a comprehensive service management framework aligned to ITIL 4 practices and tailored to the operational requirements of a 24x7 federal IT environment.
Serve as the program's primary subject matter expert and authoritative point of contact for all ITSM-related matters, providing expert guidance to program leadership, functional teams, and Government stakeholders on service management practices, process improvements, and platform capabilities.
Develop, document, and maintain all ITSM process documentation, including process flows, work instructions, standard operating procedures, roles and responsibilities matrices, and governance frameworks for all active ITIL 4 practices.
Establish and enforce ITSM process standards and quality expectations across all functional teams, conducting regular process compliance reviews and providing coaching and corrective guidance as needed.
Coordinate with the Government COR and designated stakeholders to align ITSM practices with client service management expectations, policies, and requirements, incorporating Government feedback into process improvement activities.
Support the integration of ITIL 4 service management practices with the program's Agile two-week Sprint delivery model, ensuring service management activities are effectively prioritized, tracked, and reported within the Sprint cadence without disrupting continuous 24x7 operations.
Own and manage the enterprise incident management process end-to-end, ensuring all incidents are accurately logged, categorized, prioritized, assigned, escalated, resolved, and closed in accordance with defined process standards and contractual SLA targets.
Monitor incident queue health and resolution performance in real time, proactively identifying bottlenecks, escalation failures, and SLA breach risks and taking corrective action to maintain SLA compliance.
Ensure Priority 1 critical incident response and restoration activities are executed in accordance with contract SLA targets, including acknowledgment within 15 minutes and restoration within 4 hours at a 90% or higher rate.
Conduct post-incident reviews for all Priority 1 and significant incidents, documenting root cause findings, contributing factors, corrective actions, and lessons learned in the ITSM platform.
Ensure accurate and complete incident records are maintained in the ITSM platform, supporting audit readiness, trend analysis, and performance reporting activities.
Own and manage the enterprise problem management process, proactively identifying, investigating, and resolving the root causes of recurring and high-impact incidents to reduce incident volume and improve service stability.
Maintain a current and accurate known error database (KEDB), ensuring workarounds and resolution guidance are documented, accessible, and communicated to relevant support teams.
Conduct regular problem review sessions with functional leads and the NOC and Service Desk Manager, prioritizing problem investigations based on incident impact, frequency, and risk to service continuity.
Track and report on problem management activities, including open problem records, investigation status, root cause determinations, and permanent fix implementation progress.
Own and manage the enterprise change management process, ensuring all changes to production systems, applications, and infrastructure are properly requested, assessed, approved, scheduled, implemented, and reviewed in accordance with defined change management standards.
Coordinate and facilitate Change Advisory Board (CAB) activities, including scheduling and facilitating CAB meetings, reviewing change requests for completeness and risk, and ensuring implementation plans, technical impact assessments, and rollback procedures are documented prior to approval.
Monitor and report on change success rates, targeting at least 98% of standard and normal changes completed without incident, and conducting post-implementation reviews for failed or significant changes.
Ensure the forward schedule of change is maintained and communicated to all relevant stakeholders, proactively identifying and resolving scheduling conflicts and resource constraints.
Ensure emergency change procedures are clearly defined, understood, and applied appropriately, with proper documentation and post-implementation review completed for all emergency changes.
Own and manage the enterprise service level management process, ensuring all contractual SLA targets are clearly defined, accurately measured, consistently reported, and actively managed throughout the period of performance.
Develop and maintain the service level reporting framework, producing accurate and timely SLA performance data for inclusion in Sprint Review reports, Monthly Status and Performance Reports, and the monthly ITSM metrics dashboard.
Monitor SLA performance in real time across all functional areas, proactively identifying trends, degradation risks, and breach situations and coordinating corrective action with functional leads and program leadership.
Conduct regular service level reviews with program leadership and Government stakeholders, presenting performance data, trend analysis, and improvement recommendations in a clear, actionable format.
Support the development and refinement of SLA targets, measurement methodologies, and reporting formats in coordination with the Government COR and program leadership.
Own and manage the enterprise knowledge management process, establishing and maintaining a comprehensive, accurate, and accessible knowledge base that supports effective incident resolution, self-service capabilities, and organizational learning across all functional teams.
Develop and enforce knowledge management standards, including article creation, review, approval, publication, and lifecycle management procedures, ensuring knowledge articles are current, accurate, and aligned with operational realities.
Promote a culture of knowledge sharing across all functional teams, encouraging and recognizing contributions to the knowledge base and integrating knowledge creation into standard incident and problem management workflows.
Monitor knowledge base utilization and effectiveness, analyzing usage data and article quality metrics to identify gaps, outdated content, and opportunities to improve first-contact resolution rates and self-service adoption.
Serve as the primary administrator and subject matter expert for the Government's enterprise ITSM platform, ensuring the platform is properly configured, maintained, and optimized to support all active ITSM processes and reporting requirements.
Develop, maintain, and continuously improve ITSM platform workflows, automation rules, notification configurations, dashboards, and reporting capabilities to enhance process efficiency, data quality, and stakeholder visibility.
Identify and implement ITSM platform automation opportunities that reduce manual effort, improve process consistency, and accelerate service delivery across incident, problem, change, and request management workflows.
Coordinate with the Government and program leadership to ensure ITSM platform configurations align with client requirements, security policies, and evolving program needs.
Support the development and maintenance of the monthly ITSM metrics dashboard, ensuring Government stakeholders have real-time, accurate, and actionable visibility into service management performance across all functional areas.
Lead the program's continual service improvement (CSI) initiative, establishing a structured, data-driven approach to identifying, prioritizing, planning, and executing service improvement activities across all ITSM practices and functional areas.
Analyze service management performance data, incident trends, problem records, customer satisfaction results, and Sprint Retrospective outcomes to identify improvement opportunities and develop actionable improvement plans.
Track and report on the status and outcomes of all active service improvement initiatives, ensuring improvements are measurable, achievable, and aligned with program objectives and client expectations.
Promote a culture of continual improvement across all functional teams, integrating improvement thinking into daily operations, Sprint ceremonies, and regular performance reviews.