Service Management Lead

Service Management Lead Location: New York, NY Position Status: Full Time; with benefits Salary Range: $135,000 - $185,000 Benefits include: Medical, Dental, Vision, 401K with match, Life Insurance, and PTO *Contingent upon contract being awarded* Key Responsibilities Serve as the primary task order-level liaison to the client for service management activities. Oversee IT support services and ITIL-aligned service management processes to ensure effective execution. Lead continual service improvement activities and manage the lifecycle of assigned services. Provide oversight and guidance for service processes, procedures, work instructions, and related tools. Support knowledge management, training, and education programs for contractor staff. Align service management activities with ISO 20000 Information Technology Service Management standards. Assign or coordinate named technical representatives for task order service processes. Coordinate with service managers, functional leaders, engineering teams, operations teams, service desk teams, other contractors, and client service providers. Develop and submit draft and final transition plans. Prepare and maintain staffing management plans for assigned contractor personnel. Prepare monthly operational status reports summarizing completed work, staffing, financials, issues, risks, and challenges. Support project planning and facilitate implementation of approved IT projects. Participate in authorized onsite meetings and prepare or present briefings and debriefings on work progress. Prepare white papers and draft responses to IT-related data calls, as requested. Develop and maintain Standard Operating Procedures to identify collaborative opportunities and support process interaction with government and contractor IT groups. Present SOPs for review and approval prior to implementation. Facilitate integration with established client processes and procedures. Required Skills and Technical Expertise Strong understanding of IT service management principles and ITIL-aligned processes. Demonstrated ability to support IT service delivery, technical operations, and contractor coordination. Experience serving as a primary client-facing liaison, service delivery lead, or technical coordination lead. Knowledge of ISO 20000 Information Technology Service Management standards. Ability to oversee service processes, procedures, work instructions, and supporting tools. Experience preparing transition plans, staffing plans, operational reports, briefings, and technical documentation. Strong project planning, coordination, and implementation support skills. Ability to coordinate across engineering, operations, service desk, management, and external service provider teams. Strong written and verbal communication skills, including the ability to brief senior stakeholders. Experience developing and maintaining SOPs, process documentation, and service delivery procedures. Ability to identify service improvement opportunities and support continual process improvement. Strong organizational skills with the ability to track staffing, financial, operational, and performance-related information. Ability to work onsite in New York City, NY and participate in authorized in-person meetings. Education & Experience Requirements Bachelor’s degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or a related discipline preferred. Equivalent combination of education, training, certifications, and relevant experience may be considered. Experience managing or supporting IT service delivery, technical operations, or contractor support teams in a client‑facing environment. Experience supporting government, public sector, or large enterprise IT environments preferred. Experience with ITIL-based service management, service lifecycle management, and operational reporting. Experience developing staffing plans, transition plans, SOPs, project documentation, and executive‑level status reports. Experience coordinating technical teams across multiple functional areas, including engineering, operations, and service desk support. Preferred Qualifications ITIL Foundation or higher certification. ISO 20000 familiarity or certification. Project management experience or certification, such as PMP, CAPM, or equivalent. Experience supporting federal government IT contracts or task orders. Prior experience serving as a Service Management Lead, IT Service Delivery Lead, Project Manager, Program Lead, or client‑facing Technical Lead. Experience coordinating geographically distributed IT support staff. Familiarity with government contracting environments, client reporting expectations, and COR‑facing communications. Experience supporting transition‑in activities, service modernization, process improvement, and operational governance. Strong ability to prepare polished client‑facing deliverables, including briefings, white papers, SOPs, and monthly status reports. Learn More About Us Innovate! Inc. is a certified woman‑owned consulting firm founded in 2002 by Lily Thomas. We provide innovative solutions to management, technology, and program challenges, with a focus on performance, integrity, and building lasting partnerships with our clients. Our team of over 100 experts includes IT and geospatial specialists, program and project management consultants, environmental scientists, and communications and outreach strategists. Our clients include federal, state, tribal, and local governments, private industry, non‑profit organizations, higher education institutions, and utilities. Recent awards we received for excellent service include the 2022 SAG Team Award and 2022 Esri Partner Conference High Potential Award. Innovate is a fast‑paced, rapidly growing group of entrepreneurs creating a culture of excellence. Rapid advancement within our organization is not only possible but also encouraged. To view our website, visit innovateteam.com. Equal Opportunity Employment Statement Innovate is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. 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