Service Management Lead
About The Position
The Service Management Lead will be responsible for the development, implementation, and oversight of ITIL-aligned service management processes and performance metrics supporting the USCG VIA Call 1 contract. This individual will lead service governance, ensure compliance with SLA/OLA requirements, and provide strategic guidance on continual service improvement initiatives. The Service Management Lead shall have a strong understanding of the DHS Enterprise Service Management Framework (DESMF), the Technology Business Management (TBM) model, and experience with enterprise-scale ITSM platforms. Ability to work in a fast-paced environment and communicate effectively with cross-functional teams and mission stakeholders is critical. Submit your resume today!
Requirements
- Deep understanding of ITSM practices, tools, and governance in federal environments.
- Strong ability to lead multi-functional process teams across distributed environments.
- Experience aligning ITIL and TBM metrics with enterprise service transformation strategies.
- Bachelor’s degree in Information Technology, Business, or related field.
- ITIL v4 Managing Professional – Required
- DoD Top Secret – Required (TS/SCI Eligible – Preferred)
- 8+ years in enterprise ITSM implementation and governance
- 3+ years in a DHS or DoD program environment.
Responsibilities
- Lead the implementation and maintenance of ITIL v4-compliant service management processes, including Incident, Problem, Change, Configuration, Availability, and Service Level Management.
- Govern the use of ESMP, CMDB, and service management dashboards to monitor and report performance trends.
- Manage SLA/OLA performance, monthly reporting cycles, and continuous service improvement reviews.
- Drive integration with DHS DESMF and TBM standards to align service delivery with business outcomes.
- Collaborate with Program Management, Engineering, and QA Leads to ensure service alignment with program objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
251-500 employees
