Service Management Lead

Service Management Lead

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Management Lead to support KITS and our government customer Washington, DC. The position is hybrid, requires 3 days onsite. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Service Management Lead to support enterprise Network Operations Center (NOC), Help Desk/Service Desk, and IT administrative and operational support services for a federal government client. This role serves as a critical operational leadership position responsible for establishing, managing, and continuously improving a mature enterprise IT Service Management (ITSM) capability aligned to ITIL 4 practices across a comprehensive 24x7 enterprise IT operations and sustainment program delivered through an Agile method.

The ideal candidate is a seasoned IT service management professional with deep expertise in ITIL 4 practices, enterprise ITSM platform administration, and the practical application of service management principles within a complex, multi-functional federal IT environment. This individual must be a proactive, collaborative leader capable of driving service quality, operational discipline, and continual service improvement across all functional areas of a large, geographically distributed enterprise IT program.

This position requires the ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work. Primary work will be performed at the client site and approved remote/telework locations.

The Service Management Lead will serve as the program's primary subject matter expert and operational owner for all IT service management practices, processes, and platform capabilities. This individual is responsible for establishing, administering, and continuously maturing the enterprise ITSM capability across the full program, ensuring all service management processes are consistently applied, accurately measured, and continuously improved in alignment with ITIL 4 principles, client policies, and contractual SLA requirements. The Service Management Lead works closely with the Program Manager, Deputy Program Manager, NOC and Service Desk Manager, functional leads, and Government stakeholders to ensure a cohesive, high-quality, and operationally disciplined service delivery environment.

Principal responsibilities will include but are not limited to:

Service Management Strategy & Governance:

• Establish, own, and continuously mature the program's enterprise ITSM capability, developing and implementing a comprehensive service management framework aligned to ITIL 4 practices and tailored to the operational requirements of a 24x7 federal IT environment.
• Serve as the program's primary subject matter expert and authoritative point of contact for all ITSM-related matters, providing expert guidance to program leadership, functional teams, and Government stakeholders on service management practices, process improvements, and platform capabilities.
• Develop, document, and maintain all ITSM process documentation, including process flows, work instructions, standard operating procedures, roles and responsibilities matrices, and governance frameworks for all active ITIL 4 practices.
• Establish and enforce ITSM process standards and quality expectations across all functional teams, conducting regular process compliance reviews and providing coaching and corrective guidance as needed.
• Coordinate with the Government COR and designated stakeholders to align ITSM practices with client service management expectations, policies, and requirements, incorporating Government feedback into process improvement activities.
• Support the integration of ITIL 4 service management practices with the program's Agile two-week Sprint delivery model, ensuring service management activities are effectively prioritized, tracked, and reported within the Sprint cadence without disrupting continuous 24x7 operations.

Incident Management:

• Own and manage the enterprise incident management process end-to-end, ensuring all incidents are accurately logged, categorized, prioritized, assigned, escalated, resolved, and closed in accordance with defined process standards and contractual SLA targets.
• Monitor incident queue health and resolution performance in real time, proactively identifying bottlenecks, escalation failures, and SLA breach risks and taking corrective action to maintain SLA compliance.
• Ensure Priority 1 critical incident response and restoration activities are executed in accordance with contract SLA targets, including acknowledgment within 15 minutes and restoration within 4 hours at a 90% or higher rate.
• Conduct post-incident reviews for all Priority 1 and significant incidents, documenting root cause findings, contributing factors, corrective actions, and lessons learned in the ITSM platform.
• Ensure accurate and complete incident records are maintained in the ITSM platform, supporting audit readiness, trend analysis, and performance reporting activities.

Problem Management:

• Own and manage the enterprise problem management process, proactively identifying, investigating, and resolving the root causes of recurring and high-impact incidents to reduce incident volume and improve service stability.
• Maintain a current and accurate known error database (KEDB), ensuring workarounds and resolution guidance are documented, accessible, and communicated to relevant support teams.
• Conduct regular problem review sessions with functional leads and the NOC and Service Desk Manager, prioritizing problem investigations based on incident impact, frequency, and risk to service continuity.
• Track and report on problem management activities, including open problem records, investigation status, root cause determinations, and permanent fix implementation progress.

Change Management:

• Own and manage the enterprise change management process, ensuring all changes to production systems, applications, and infrastructure are properly requested, assessed, approved, scheduled, implemented, and reviewed in accordance with defined change management standards.
• Coordinate and facilitate Change Advisory Board (CAB) activities, including scheduling and facilitating CAB meetings, reviewing change requests for completeness and risk, and ensuring implementation plans, technical impact assessments, and rollback procedures are documented prior to approval.
• Monitor and report on change success rates, targeting at least 98% of standard and normal changes completed without incident, and conducting post-implementation reviews for failed or significant changes.
• Ensure the forward schedule of change is maintained and communicated to all relevant stakeholders, proactively identifying and resolving scheduling conflicts and resource constraints.
• Ensure emergency change procedures are clearly defined, understood, and applied appropriately, with proper documentation and post-implementation review completed for all emergency changes.

Service Level Management:

• Own and manage the enterprise service level management process, ensuring all contractual SLA targets are clearly defined, accurately measured, consistently reported, and actively managed throughout the period of performance.
• Develop and maintain the service level reporting framework, producing accurate and timely SLA performance data for inclusion in Sprint Review reports, Monthly Status and Performance Reports, and the monthly ITSM metrics dashboard.
• Monitor SLA performance in real time across all functional areas, proactively identifying trends, degradation risks, and breach situations and coordinating corrective action with functional leads and program leadership.
• Conduct regular service level reviews with program leadership and Government stakeholders, presenting performance data, trend analysis, and improvement recommendations in a clear, actionable format.
• Support the development and refinement of SLA targets, measurement methodologies, and reporting formats in coordination with the Government COR and program leadership.

Knowledge Management:

• Own and manage the enterprise knowledge management process, establishing and maintaining a comprehensive, accurate, and accessible knowledge base that supports effective incident resolution, self-service capabilities, and organizational learning across all functional teams.
• Develop and enforce knowledge management standards, including article creation, review, approval, publication, and lifecycle management procedures, ensuring knowledge articles are current, accurate, and aligned with operational realities.
• Promote a culture of knowledge sharing across all functional teams, encouraging and recognizing contributions to the knowledge base and integrating knowledge creation into standard incident and problem management workflows.
• Monitor knowledge base utilization and effectiveness, analyzing usage data and article quality metrics to identify gaps, outdated content, and opportunities to improve first-contact resolution rates and self-service adoption.

ITSM Platform Administration & Automation:

• Serve as the primary administrator and subject matter expert for the Government's enterprise ITSM platform, ensuring the platform is properly configured, maintained, and optimized to support all active ITSM processes and reporting requirements.
• Develop, maintain, and continuously improve ITSM platform workflows, automation rules, notification configurations, dashboards, and reporting capabilities to enhance process efficiency, data quality, and stakeholder visibility.
• Identify and implement ITSM platform automation opportunities that reduce manual effort, improve process consistency, and accelerate service delivery across incident, problem, change, and request management workflows.
• Coordinate with the Government and program leadership to ensure ITSM platform configurations align with client requirements, security policies, and evolving program needs.
• Support the development and maintenance of the monthly ITSM metrics dashboard, ensuring Government stakeholders have