Job Requirements
Washington, DC
Top Secret Polygraph not specified
Mid Level Career (5+ yrs experience)
$125,000 - $150,000
Job Description
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
Key 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.
Minimum Qualifications
● 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.
● Required Certifications:
○ 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.
Preferred Qualifications
● Experience supporting DCSA, DoD, or Intelligence Community customers.
● Experience with ServiceNow and enterprise ITSM platforms.
● Experience leading digital transformation and service modernization initiatives.
Benefits:
Expression offers competitive salaries and benefits, such as:
● 401k matching
● PPO and HDHP medical/dental/vision insurance
● Education reimbursement
● Complimentary life insurance
● Generous PTO and holiday leave
● Onsite office gym access
● Commuter Benefits Plan
About Expression:
Founded in 1997 and headquartered in Washington DC, Expression provides data fusion, data
analytics, software engineering, information technology, and electromagnetic spectrum
management solutions to the U.S. Department of Defense, Department of State, and national
security community. Expression’s “Perpetual Innovation” culture focuses on creating immediate and
sustainable value for our clients via agile delivery of tailored solutions built through constant
engagement with our clients. Expression was ranked #1 on the Washington Technology 2018's Fast
50 list of fastest growing small business Government contractors and a Top 20 Big Data Solutions
Provider by CIO Review.
Equal Employment Opportunity Statement
Expression is an Equal Opportunity Employer. We celebrate diversity and are committed to creating
an inclusive environment for all employees. All qualified applicants will receive consideration for
employment without regard to race, color, religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran status.
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
Key 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.
Minimum Qualifications
● 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.
● Required Certifications:
○ 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.
Preferred Qualifications
● Experience supporting DCSA, DoD, or Intelligence Community customers.
● Experience with ServiceNow and enterprise ITSM platforms.
● Experience leading digital transformation and service modernization initiatives.
Benefits:
Expression offers competitive salaries and benefits, such as:
● 401k matching
● PPO and HDHP medical/dental/vision insurance
● Education reimbursement
● Complimentary life insurance
● Generous PTO and holiday leave
● Onsite office gym access
● Commuter Benefits Plan
About Expression:
Founded in 1997 and headquartered in Washington DC, Expression provides data fusion, data
analytics, software engineering, information technology, and electromagnetic spectrum
management solutions to the U.S. Department of Defense, Department of State, and national
security community. Expression’s “Perpetual Innovation” culture focuses on creating immediate and
sustainable value for our clients via agile delivery of tailored solutions built through constant
engagement with our clients. Expression was ranked #1 on the Washington Technology 2018's Fast
50 list of fastest growing small business Government contractors and a Top 20 Big Data Solutions
Provider by CIO Review.
Equal Employment Opportunity Statement
Expression is an Equal Opportunity Employer. We celebrate diversity and are committed to creating
an inclusive environment for all employees. All qualified applicants will receive consideration for
employment without regard to race, color, religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran status.
group id: 10196618