Service Management Lead

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as 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 include medical dental and vision insurance 401(k) retirement plan paid time off paid parental leave life and disability insurance flexible spending accounts commuter benefits and tuition IT Systems a Koniag Government Services company is seeking an experiencedService Management Leadto 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 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 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 Service Management Lead will serve as the programs 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 responsibilities will include but are not limited to:Service Management Strategy & Governance:Establish own and continuously mature the programs 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 as the programs 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 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 and enforce ITSM process standards and quality expectations across all functional teams conducting regular process compliance reviews and providing coaching and corrective guidance as 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 the integration of ITIL 4 service management practices with the programs Agile two-week Sprint delivery model ensuring service management activities are effectively prioritized tracked and reported within the Sprint cadence without disrupting continuous 24x7 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 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 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 post-incident reviews for all Priority 1 and significant incidents documenting root cause findings contributing factors corrective actions and lessons learned in the ITSM accurate and complete incident records are maintained in the ITSM platform supporting audit readiness trend analysis and performance reporting 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 a current and accurate known error database (KEDB) ensuring workarounds and resolution guidance are documented accessible and communicated to relevant support 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 and report on problem management activities including open problem records investigation status root cause determinations and permanent fix implementation 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 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 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 the forward schedule of change is maintained and communicated to all relevant stakeholders proactively identifying and resolving scheduling conflicts and resource emergency change procedures are clearly defined understood and applied appropriately with proper documentation and post-implementation review completed for all emergency 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 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 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 regular service level reviews with program leadership and Government stakeholders presenting performance data trend analysis and improvement recommendations in a clear actionable the development and refinement of SLA targets measurement methodologies and reporting formats in coordination with the Government COR and program 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 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 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 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 Platform Administration & Automation:Serve as the primary administrator and subject matter expert for the Governments enterprise ITSM platform ensuring the platform is properly configured maintained and optimized to support all active ITSM processes and reporting maintain and continuously improve ITSM platform workflows automation rules notification configurations dashboards and reporting capabilities to enhance process efficiency data quality and stakeholder and implement ITSM platform automation opportunities that reduce manual effort improve process consistency and accelerate service delivery across incident problem change and request management with the Government and program leadership to ensure ITSM platform configurations align with client requirements security policies and evolving program the development and maintenance of the monthly ITSM metrics dashboard ensuring Government stakeholders have real-time accurate and actionable visibility into service management performance across all functional Service Improvement:Lead the programs continual service improvement (CSI) initiative establishing a structured data-driven approach to identifying prioritizing planning and executing service improvement activities across all ITSM practices and functional service management performance data incident trends problem records customer satisfaction results and Sprint Retrospective outcomes to identify improvement opportunities and develop actionable improvement and report on the status and outcomes of all active service improvement initiatives ensuring improvements are measurable achievable and aligned with program objectives and client a culture of continual improvement across all functional teams integrating improvement thinking into daily operations Sprint ceremonies and regular performance and Experience:Required:Bachelors degree in Information Technology Computer Science Business Administration Information Systems or a related field from an accredited college or of 7 years of experience in IT service management with at least 3 years in a service management lead ITSM process owner or equivalent senior ITSM role within a federal government IT contracting hands-on experience owning and managing ITIL-based ITSM processes including incident management problem management change management service level management and knowledge management in a complex enterprise IT administering and configuring enterprise ITSM platforms (e.g. ServiceNow) to support process workflows automation dashboards and supporting or leading Change Advisory Board (CAB) activities in a production federal IT to obtain and maintain a government background investigation PIV credentials and all requisite IT access authorizations prior to performing :Prior experience serving as a Service Management Lead or ITSM process owner on a federal IT O&M program of comparable scale and integrating ITIL 4 service management practices with Agile delivery methodologies in a federal IT Skills and Competencies:Exceptional communication skills in Englishboth written and oralwith the demonstrated ability to communicate service management concepts process standards and performance data clearly and effectively to both technical teams and senior Government expertise in ITIL 4 service management practices including incident management problem management change management service level management knowledge management and continual service improvement with demonstrated ability to apply these practices pragmatically within a complex 24x7 federal IT ITSM platform administration skills including demonstrated experience configuring maintaining and optimizing enterprise ITSM platforms (e.g. ServiceNow) to support end-to-end service management process execution automation and ability to establish enforce and continuously improve ITSM process standards across large cross-functional delivery teams in a federal IT O&M analytical skills with demonstrated experience analyzing service management performance data incident trends and SLA metrics to identify root causes improvement opportunities and corrective developing and maintaining service management documentation including process flows work instructions standard operating procedures and governance facilitating Change Advisory Board (CAB) meetings including reviewing change requests assessing risk and ensuring proper documentation of implementation plans and rollback ability to develop and maintain ITSM metrics dashboards and SLA performance reports that provide accurate timely and actionable visibility to Government of enterprise IT operations functional areas including NOC operations multi-tier service desk support network engineering Microsoft infrastructure cloud operations and enterprise application support sufficient to effectively manage cross-functional ITSM integrating ITIL-based service management practices with Agile delivery methodologies including Sprint planning backlog management and Sprint leadership and interpersonal skills with the ability to influence coach and drive process adherence across cross-functional teams without direct supervisory with federal IT security and compliance requirements including FISMA NIST SP 800-53 CUI handling and applicable FAR provisions as they relate to ITSM process execution and documentation Skills and Competencies:ITIL 4 Managing Professional or ITIL 4 Strategic Leader certification or ITIL v3 Expert certification with demonstrated equivalent ITIL 4 knowledge and Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) certification or equivalent demonstrated ITSM platform administration or Scrum certification (e.g. Certified Scrum Master (CSM) SAFe Agilist PMI-ACP) or demonstrated equivalent experience supporting Agile delivery programs within a federal IT Management Professional (PMP) or equivalent program/project management with Power BI or equivalent data visualization tools for ITSM metrics dashboard development and with ITSM platform automation development including workflow automation scripting and integration capabilities within ServiceNow or equivalent of Zero Trust Architecture principles (NIST SP 800-207 OMB M-22-09) and their practical application within a federal enterprise IT service management with enterprise knowledge management platform administration including knowledge base design article lifecycle management and utilization with contract service level management and performance reporting requirements within a federal IT services supporting audit readiness activities and maintaining organized ITSM process compliance evidence files within a federal IT program with Section 508 compliance requirements for enterprise ITSM platforms dashboards and reporting tools delivered under federal with continual service improvement program development and management including the application of data-driven improvement methodologies within a federal IT O&M Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352