Service Management Operations Lead

Expression•Washington, DC

1d•$125,000 - $150,000

About The Position

Expression is seeking a highly experienced Service Manager Operation Lead to focus improving the effectiveness, efficiency, and customer experience of DCSA's enterprise IT services. This position provides strategic oversight for IT Service Management (ITSM), User Experience (UX), Customer Experience (CX), service automation, and service management reporting. This role ensures IT services directly support DCSA's mission through continual service improvement, data-driven decision making, and modern service management practices. You will be responsible for delivering contract objectives regarding IT Service Management, Customer Experience Enhancement, and Automation, as well as User Experience, Service Management Office, and Dashboards. You will track measurable improvements in workforce productivity, customer satisfaction, and operational efficiency. Clearance Required: Active Top Secret clearance with eligibility for SCI

Requirements

Bachelor's degree from an accredited institution. Emphasis in Information Technology, Telecommunications, Engineering, Computer Science, or a related discipline is preferred.
Minimum of 10 years of experience managing enterprise IT Service Management operations.
DoD 8570/8140 IAT Level II certification or higher (Security +).
ITIL Practice Manager certification.
Demonstrated experience implementing ITIL and Service Management best practices.
Experience managing large enterprise service delivery organizations supporting DoD or Federal agencies.
Active Top Secret clearance with eligibility for SCI

Nice To Haves

Experience supporting DCSA, DoD, or Intelligence Community customers.
Experience with ServiceNow and enterprise ITSM platforms.
Experience leading digital transformation and service modernization initiatives.

Responsibilities

Lead enterprise IT Service Management (ITSM) operations and continual service improvement initiatives.
Direct UX, CX, automation, knowledge management, and Service Management Office (SMO) functions.
Develop and execute enterprise service improvement strategies aligned with DCSA mission priorities.
Analyze customer feedback, service metrics, and operational performance data to identify opportunities for improvement.
Present recommendations and performance reporting to Government leadership.
Lead organizational change management and communications supporting technology adoption.
Ensure service management processes align with ITIL best practices.
Oversee development and maintenance of executive dashboards and operational reporting.
Foster a culture of innovation, automation, and customer-centric service delivery.
Coordinate across technical teams to improve service quality and operational maturity.