Service Management Lead

Job Description

Job Description

Job Title: Service Management Lead
On-Site, Philadelphia

Position Overview
The Service Management Lead, Regional IT Service Desk, serves as the primary liaison to the Government at the task order level, taking overall accountability for the lifecycle, quality, and continual improvement of IT support services. This role oversees ITIL-based service processes, ensures alignment with ISO 20000 standards, and provides strategic oversight for knowledge management, training, and operational procedures, including emergency IT operations support. As a key collaborative leader, you will work across engineering, operations, the service desk, and external contractors to ensure seamless, unified service delivery.

Key Responsibilities: Contract Liaison & Leadership
Serve as the primary

liaison to the Government

at the task order level, managing relationships and ensuring transparency.
Lead, mentor, and manage a team of IT professionals supporting a large, highly mobile Accountable Organization (AO).
Assign a Named

Technical Representative

for each task order service process to ensure clear ownership and technical accountability.
Execute further responsibilities as defined and refined at the specific task order level.
Service Management & Process Oversight
Oversee IT support services and related ITIL

processes

to guarantee effective, efficient execution.
Drive the continual

improvement

of operational processes and actively manage the end-to-end lifecycle of IT services.
Provide strategic oversight and practical guidance for implementing service processes, procedures, work instructions, and associated ITSM tools.
Align all service processes, frameworks, and activities to the

ISO 20000

(Information Technology - Service Management) standard.
Collaboration & Integration
Partner closely with IT managers, Business Process Partners, and end users to establish robust processes and service level objectives (SLOs) consistent with defined service level expectations.
Collaborate deeply with internal service managers and functional leaders across engineering

, operations, and the service desk

.
Coordinate with external agency contractors and third-party service providers to enable seamless service execution across the entire service area.
Knowledge & Training Management
Oversee the development and maturity of

knowledge management

systems and practices.
Lead training and education programs to ensure both internal teams and end users are equipped for service changes and operational updates.
Minimum Qualifications Education
Bachelors degree in business administration

, Business Management, Information Systems, Information Technology, Engineering, or equivalent professional experience.
Experience & Skills
10+ years of experience

successfully managing

ITSM

services with similar scope and complexity.
Demonstrated understanding of

ITIL principles

and their practical application in enterprise service management.
Proven track record working closely with IT managers, Business Process Partners, and end users to successfully define and maintain service level expectations.
Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.
Familiarity with

Federal IT security requirements

.
Security Clearance Requirement
Minimum Clearance Level:

Possess or eligible to obtain Tier 4 Public Trust (High Risk/Sensitive)
Company Description Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.

Company Description

Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.