Service Management Operations Lead- Top Secret

About the role

This position is on-site at Quantico Base, VA, and requires an active Top Secret Clearance. The Service Management Operations Lead oversees day-to-day IT service management operations, ensuring reliable, high-quality service delivery that enhances both customer and workforce experience.

Responsibilities

• Lead IT service management operations, including governance of incident, request, and related service processes to ensure consistent, high-quality delivery.
• Drive customer experience and workforce experience enhancements by optimizing workflows, refining service practices, and improving communication and responsiveness.
• Identify and implement automation opportunities that streamline service tasks, reduce manual effort, and improve overall operational efficiency.
• Monitor service and workforce performance metrics, analyze trends, and recommend corrective and preventive actions to improve outcomes.
• Coordinate with cross-functional stakeholders to improve escalation paths, handoffs, and collaboration across IT, business, and program teams.
• Establish and maintain standard operating procedures, controls, and documentation that support quality, compliance, and repeatable service delivery.
• Lead root cause analysis for recurring service issues, translating findings into process changes, workflow updates, and training as needed.
• Prepare and deliver operational reports, dashboards, and briefings to leadership that communicate service performance, automation progress, and workforce impacts.
• Support change initiatives related to service management, ensuring changes are planned, communicated, and executed in ways that protect customer experience and workforce productivity.

Qualifications

A Bachelor’s degree in Information Technology, Business, Management, or a related field, or equivalent relevant experience is required. The ideal candidate will have 10+ years of experience in IT service management, service operations, or related roles, including experience leading service delivery improvement initiatives.

Skills

• IT service management
• CX improvement & workflow optimization
• Automation implementation
• Workforce productivity enhancement
• Service delivery leadership
• Continuous improvement
• Root cause analysis
• Operational metrics & reporting

Pay

The salary range for this position is $114,100 - $194,000.