CX & Enterprise Service Delivery Lead - ITIL/ITSM Expert

Empower AI; Quantico (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Empower AI is seeking an Onsite Enterprise Service Delivery Improvement/CX Management Operations Lead to own enterprise service delivery improvements and the CX program.

You will drive new technologies and processes across availability, monitoring, support, patching, and scalability, owning the CX Roadmap and CSMD. Serve as the senior technical voice for ITIL/ITSM and stakeholder engagement at the program level.

Qualifications

• Bachelor’s degree or higher in CIS / MIS / Business Administration or related field
• Minimum ten years introducing new technologies and processes to improve service delivery
• Experience supporting a DoD or IC customer is a plus

Responsibilities

• Lead the introduction of new technologies and processes to improve service delivery across availability, monitoring, support, patching, and scalability
• Own the CX Roadmap and the CSMD; provide executive visibility into performance trends
• Apply ITIL 4 to ensure staff compliance with documented practices and ISO 20000-1:2018
• Develop user stories and lead geographically dispersed agile teams
• Create visualizations using Power BI/Tableau to surface service performance and insights
• Engage stakeholders from industry to advance SaaS development and support
• Support top-level Government executives focused on IT requirements
• Lead service improvement initiatives across the portfolio including service desk and risk management

Skills

ITIL/ITSM expertise

Dashboards

Stakeholder engagement

Agile leadership

Security clearance

Written & verbal communication

Problem solving

Education

Bachelor’s degree or higher in CIS / MIS / Business Admin or related

Tools

Power BI

Tableau

Job description

Empower AI is seeking an Onsite Enterprise Service Delivery Improvement/CX Management Operations Lead to own enterprise service delivery improvements and the CX program.

You will drive new technologies and processes across availability, monitoring, support, patching, and scalability, owning the CX Roadmap and CSMD. Serve as the senior technical voice for ITIL/ITSM and stakeholder engagement at the program level.