Today
Secret
Mid Level Career (5+ yrs experience)
$165000 - $175000 per year
No Traveling
Unspecified
IT - Hardware
Alexandria, VA (On-Site/Office)
Job Summary:
Galapagos Federal Systems LLC is seeking a motivated and experienced Service Management Lead (SML) to oversee enterprise IT service delivery and ensure alignment with mission objectives. The SML will be responsible for governing and enhancing IT service management (ITSM) practices, integrating multiple service providers, and driving consistency, reliability, and quality across all IT services.
This role ensures that infrastructure and IT operations are supported by a robust, customer-focused service management framework. The SML will also lead efforts to optimize processes, stabilize operations, and achieve rapid efficiencies through an effective tiered support structure and clearly defined roles.
Service Management Lead Required Key Responsibilities:
* Apply ITIL v4, DESMF, and SIAM principles to ensure consistent, integrated service delivery across multiple vendors and service towers
* Ensure services are delivered in accordance with DESMF and ITIL to achieve Service Level Agreements (SLAs)
* Serve as the primary liaison for ITSM governance, collaborating with stakeholders, program leadership, and technical teams to align IT services with mission outcomes
* Establish governance and process frameworks necessary to integrate services and enable seamless operations and service delivery
* Collaborate with Operations, Cybersecurity, and Quality Assurance leads to ensure holistic service integration and risk mitigation
* Participate in Service Review Boards (SRBs), Change Advisory Boards (CABs), and governance forums to ensure stakeholder alignment and accountability
* Champion a customer-first culture in service management, ensuring mission owners and business units receive timely, effective, and transparent support
* Lead ITSM teams and drive enterprise-wide adoption of service management best practices
* Design and implement service reporting frameworks that link IT performance to mission outcomes
Service Management Lead Required Skills and Experience:
* Active Secret clearance required (Top Secret/SCI may be required)
* 8+ years of progressive experience in IT service management
* 5+ years supporting federal agencies (DHS, DoD, or USCG strongly preferred)
* Demonstrated success in multi-vendor IT environments with complex service integration requirements
* Deep knowledge of Information Technology Infrastructure Library (ITIL) v4 service management practices
* Strong background in Defense Enterprise Service Management Framework (DESMF) and Service Integration and Management (SIAM) for federated or multi-supplier service environments
* Hands-on experience with service management platforms such as ServiceNow, BMC Remedy, BMC Helix, or Jira Service Management
* Proven ability to lead ITSM teams and promote enterprise adoption of best practices
* Data-driven mindset with the ability to balance compliance, efficiency, and customer satisfaction
Service Management Lead Required Education & Certifications:
* Bachelor's degree in information technology, Business, or related field (Required) (Master's preferred)
* CompTIA Security+ or equivalent DoD 8570/8140 certification (Required)
* Information Technology Infrastructure Library (ITIL) 4.0 Certification (Required)
* Service Integration and Management (SIAM) Certification (desirable)
* Additional certifications in enterprise operations tools (BMC Helix, Splunk, ServiceNow, SolarWinds, etc.) a plus
Benefits:
* Medical, dental, vision, disability, and life insurance
* Flexible Spending Accounts
* 401(k)
* PTO
* Paid Parental leave
* Tuition reimbursement
* Paid federal holidays
Security Clearance:
Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required for this position. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements:
Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting up to thirty pounds, as necessary.
Company Summary:
Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of experience supporting both federal and commercial markets, our team brings innovative expertise to complex IT challenges, delivering solutions across the globe.
Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple: "Quality IT Solutions... On Time & On Budget."
Company Employment Statement:
Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
Galapagos Federal Systems LLC is seeking a motivated and experienced Service Management Lead (SML) to oversee enterprise IT service delivery and ensure alignment with mission objectives. The SML will be responsible for governing and enhancing IT service management (ITSM) practices, integrating multiple service providers, and driving consistency, reliability, and quality across all IT services.
This role ensures that infrastructure and IT operations are supported by a robust, customer-focused service management framework. The SML will also lead efforts to optimize processes, stabilize operations, and achieve rapid efficiencies through an effective tiered support structure and clearly defined roles.
Service Management Lead Required Key Responsibilities:
* Apply ITIL v4, DESMF, and SIAM principles to ensure consistent, integrated service delivery across multiple vendors and service towers
* Ensure services are delivered in accordance with DESMF and ITIL to achieve Service Level Agreements (SLAs)
* Serve as the primary liaison for ITSM governance, collaborating with stakeholders, program leadership, and technical teams to align IT services with mission outcomes
* Establish governance and process frameworks necessary to integrate services and enable seamless operations and service delivery
* Collaborate with Operations, Cybersecurity, and Quality Assurance leads to ensure holistic service integration and risk mitigation
* Participate in Service Review Boards (SRBs), Change Advisory Boards (CABs), and governance forums to ensure stakeholder alignment and accountability
* Champion a customer-first culture in service management, ensuring mission owners and business units receive timely, effective, and transparent support
* Lead ITSM teams and drive enterprise-wide adoption of service management best practices
* Design and implement service reporting frameworks that link IT performance to mission outcomes
Service Management Lead Required Skills and Experience:
* Active Secret clearance required (Top Secret/SCI may be required)
* 8+ years of progressive experience in IT service management
* 5+ years supporting federal agencies (DHS, DoD, or USCG strongly preferred)
* Demonstrated success in multi-vendor IT environments with complex service integration requirements
* Deep knowledge of Information Technology Infrastructure Library (ITIL) v4 service management practices
* Strong background in Defense Enterprise Service Management Framework (DESMF) and Service Integration and Management (SIAM) for federated or multi-supplier service environments
* Hands-on experience with service management platforms such as ServiceNow, BMC Remedy, BMC Helix, or Jira Service Management
* Proven ability to lead ITSM teams and promote enterprise adoption of best practices
* Data-driven mindset with the ability to balance compliance, efficiency, and customer satisfaction
Service Management Lead Required Education & Certifications:
* Bachelor's degree in information technology, Business, or related field (Required) (Master's preferred)
* CompTIA Security+ or equivalent DoD 8570/8140 certification (Required)
* Information Technology Infrastructure Library (ITIL) 4.0 Certification (Required)
* Service Integration and Management (SIAM) Certification (desirable)
* Additional certifications in enterprise operations tools (BMC Helix, Splunk, ServiceNow, SolarWinds, etc.) a plus
Benefits:
* Medical, dental, vision, disability, and life insurance
* Flexible Spending Accounts
* 401(k)
* PTO
* Paid Parental leave
* Tuition reimbursement
* Paid federal holidays
Security Clearance:
Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required for this position. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements:
Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting up to thirty pounds, as necessary.
Company Summary:
Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of experience supporting both federal and commercial markets, our team brings innovative expertise to complex IT challenges, delivering solutions across the globe.
Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple: "Quality IT Solutions... On Time & On Budget."
Company Employment Statement:
Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
group id: 10125891
