Service Management Lead (SML)

The Service Management Lead (SML) is an on-site role that serves as the primary liaison for the client, and provides strategic oversight of service execution.Key ResponsibilitiesLiaison & Oversight: Responsible for being the primary liaison to the client. Oversees IT support service (and related ITIL) processes to ensure they are being effectively executed.Continual Improvement: Leads continual improvement of processes and manages the lifecycle of services.Process Implementation: Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools.Standard Alignment: Aligns service processes and activities to the ISO 20000 Information Technology - Service Management standard.Collaboration: Collaborates with service managers and functional leaders (engineering, operations, and service desk) as well as other client contractors and service providers to enable seamless service execution.Knowledge & Training: Oversees knowledge management, training and education programs.Minimum QualificationsEducation Requirements: Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.Certification Requirements: ITIL v3 Expert and/or ITIL 4 Managing Professional.Certified TBM Executive (CTBME).Experience Level Requirements: 10 years of experience managing IT Support Services with similar scope and complexity. Demonstrated experience working closely with IT managers, Business Process Partners, and end users to establish processes and service level objectives. Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce. Familiarity with Federal IT security requirements.Minimum Clearance Level: Must be able to obtain a Tier 4 Public Trust (High Risk/Sensitive).Company DescriptionOur 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.

Salary : $110,000 - $120,000