Service Management Lead
About The Position
The Service Management Lead serves as the primary point of contact with Government stakeholders at the task order level and is responsible for overseeing the execution and continual improvement of IT service management processes. This role ensures IT support services are delivered in alignment with ITIL best practices and ISO 20000 standards while supporting mission-critical operations across a large, multi-site environment. The Service Management Lead collaborates closely with engineering, operations, service desk teams, and external service providers to enable consistent, high-quality service delivery across geographically distributed locations.
Requirements
- At least 10 years of experience managing IT Support Service Programs of comparable scope and complexity
- Demonstrated experience:
- Managing large teams of IT professionals across distributed locations
- Supporting operations across multiple facilities or geographic regions
- Interfacing with senior customer and executive leadership
- Operating within federal IT and security compliance environments
- Bachelor's degree in Business Administration, Business Management, Information Systems, Information Technology, Engineering or a related field
- Program Management Certification from a recognized industry authority (e.g., PMI)
- Active ITIL v3 and/or ITIL 4 Foundation certification
- Ability to obtain a Tier 4 Public Trust (High Risk/Sensitive)
Nice To Haves
- Experience managing IT services supporting:
- Regional field offices
- National laboratories
- Special-purpose or mission-critical facilities
- Familiarity with large-scale, multi-site federal IT support environments
Responsibilities
- Serve as the primary liaison to Government stakeholders for IT service management activities
- Oversee the execution and performance of IT support service processes, ensuring alignment with ITIL best practices
- Lead continual service improvement initiatives and manage the full lifecycle of IT services
- Provide oversight and guidance for the development and implementation of: Service processes
- Procedures
- Work instructions
- Supporting tools and platforms
- Align IT service management practices with ISO 20000 (IT Service Management) standards
- Oversee knowledge management, training, and education programs to ensure operational readiness
- Assign and oversee designated technical representatives for service processes as required
- Collaborate with service managers, functional leaders, and external service providers to ensure seamless service execution
- Ensure IT service delivery aligns with Federal IT security requirements and compliance standards
- Interface regularly with senior customer leadership, providing reporting, briefings, and issue resolution.
Benefits
- Open Paid Time Off
- Paid Holidays
- Company-paid Life/AD&D
- Company-paid Short Term and Long-Term Disability
- Health Insurance with Company Contribution
- 401k Plan with Company Match
- Employee Recognition Program
- opportunity for Employee Referral Bonus
- opportunity for annual Performance Bonus and much more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
