Service Management Operations Lead

Responsibilities

• Lead the introduction of new technologies and processes to improve service delivery including availability, management, monitoring, support, patching, and scalability.
• Own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD); maintain executive-level visibility into service performance trends.
• Drive enterprise IT service delivery using ITIL/ITSM frameworks; apply ITIL 4 to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Create user stories, communicate business change requirements, and lead geographically dispersed agile teams executing service improvement initiatives.
• Develop visualization packages using Power BI, Tableau, or similar visualization products to surface service performance, trends, and insights for stakeholders.
• Engage multiple stakeholders from industry to rapidly advance software-as-a-service development and support.
• Support and communicate with top-level and Senior Government Executive customers focused on IT requirements.
• Lead service improvement initiatives across the DCSA CSS service portfolio including service desk, communications, and risk management functions.
• Maintain DoD 8570/8140 IAT Level II certification currency.
• Support program-level reporting including Continuous Service Improvement (CSI) reporting and monthly performance reviews.

Qualifications

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active ITIL Practice Manager Level Certification (or higher).
• DoD 8570/8140 IAT Level II certification.
• Demonstrated expertise in IT Service Delivery using ITIL/ITSM frameworks.
• Experience creating dashboards and visualizations using Power BI, Tableau, or similar tools.
• Strong customer service orientation with experience engaging Senior Government Executive customers.
• Prominent analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Experience leading geographically dispersed agile teams.
• Team-oriented and skilled in working within a collaborative environment.