Today
Top Secret
Unspecified
Unspecified
VA (On-Site/Office)
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!
Responsibilities
Position Duties:
Qualifications
Demonstrated Abilities:
Position Qualifications:
Education: Bachelor's degree in Information Technology, Business, or related field.
Certifications: ITIL v4 Managing Professional - Required
Clearance: DoD Top Secret - Required (TS/SCI Eligible - Preferred)
Experience: 8+ years in enterprise ITSM implementation and governance; 3+ years in a DHS or DoD program environment.
SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.
SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employmen t without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Submit your resume today!
Responsibilities
Position Duties:
- 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.
Qualifications
Demonstrated Abilities:
- 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.
Position Qualifications:
Education: Bachelor's degree in Information Technology, Business, or related field.
Certifications: ITIL v4 Managing Professional - Required
Clearance: DoD Top Secret - Required (TS/SCI Eligible - Preferred)
Experience: 8+ years in enterprise ITSM implementation and governance; 3+ years in a DHS or DoD program environment.
SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.
SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employmen t without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
group id: 10118452
