Service Management Lead

Job description

Job Title: Service Management Lead
Senior Level | On-Site, Philadelphia, PA

Position Overview
The Service Management Lead 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 carries management authority across the full regional IT support environment—spanning the service desk, network administration, emergency and continuity operations, telecommunications, and audio/visual and collaboration services—not the service desk alone. 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

%CF; Serve as the primary liaison to the client at the task order level, managing relationships and ensuring transparency.

%CF; Receive and implement technical direction; manage and report on task-order performance, escalating issues as needed.

%CF; Lead, mentor, and manage a team of IT professionals supporting a large, highly mobile Accountable Organization (AO).

%CF; Exercise management authority over all contractor personnel supporting the task order in the designated region.

%CF; Assign a Named Technical Representative for each task order service process to ensure clear ownership and technical accountability.

%CF; Execute further responsibilities as defined and refined at the specific task order level.

Service Management & Process Oversight

%CF; Oversee IT support services and related ITIL processes to guarantee effective, efficient execution.

%CF; Drive the continual improvement of operational processes and actively manage the end-to-end lifecycle of IT services.

%CF; Provide strategic oversight and practical guidance for implementing service processes, procedures, work instructions, and associated ITSM tools.

%CF; Align all service processes, frameworks, and activities to the ISO 20000 (Information Technology - Service Management) standard.

%CF; Establish and maintain SLA/KPI governance, including performance dashboards, trend analysis, and monthly operations status and ad hoc reporting.

%CF; Support emergency and continuity-of-operations (COOP) IT functions, including disaster exercises and emergency-response readiness.

Collaboration & Integration

%CF; 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.

%CF; Collaborate deeply with internal service managers and functional leaders across engineering, operations, and the service desk.

%CF; Coordinate regional, enterprise, and third-party service providers—including engineering, telecommunications, and other shared-service functions—to enable seamless service execution in a multi-provider environment.

Knowledge & Training Management

%CF; Oversee the development and maturity of knowledge management systems and practices.

%CF; Lead training and education programs to ensure both internal teams and end users are equipped for service changes and operational updates.

Minimum Qualifications Education

%CF; Bachelor’s degree in business administration, Business Management, Information Systems, Information Technology, Engineering, or equivalent professional experience.

Experience & Skills

%CF; 5+ years of experience managing IT Support Services with similar scope and complexity.

%CF; Demonstrated understanding of ITIL principles and their practical application in enterprise service management.

%CF; Proven track record working closely with IT managers, Business Process Partners, and end users to establish processes and service level objectives (SLOs) consistent with defined service level expectations.

%CF; Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.

%CF; Preferred: experience leading IT support operations across multiple, geographically dispersed sites, including remote and mobile end users.

%CF; Preferred: hands-on experience leading service delivery using an enterprise ITSM platform such as ServiceNow.

%CF; Familiarity with Federal IT security requirements.

Security Clearance Requirement

%CF; Minimum Clearance Level: Must be able to obtain and maintain a Tier 4 Public Trust (High Risk/Sensitive).

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.