Enterprise Service Delivery Improvement/CX Lead - Onsite Quantico, VA
Empower
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Job summary
Empower AI in the United States seeks a Service Management Operations Lead to drive CX improvements, own the CX Roadmap and CSMD, and lead ITIL/ITSM practices across the program. You will develop dashboards in Power BI or Tableau, engage senior government executives, and guide dispersed agile teams in service enhancements.
The role requires a Top Secret clearance with SCI eligibility, a Bachelor’s degree or higher, and 10+ years of experience implementing new technologies to improve service
Qualifications
- Top Secret clearance with SCI eligibility required.
- Active ITIL Practice Manager Level Certification (or higher).
- DoD 8570/8140 IAT Level II certification required.
- Demonstrated expertise in IT Service Delivery using ITIL/ITSM.
- Experience creating dashboards/visualizations using Power BI, Tableau, or similar tools.
- Strong customer service orientation, engaging Senior Government Executive customers.
- Proven analytical and problem‑solving abilities.
- Excellent written, oral, interpersonal communication skills.
- Experience leading geographically dispersed agile teams.
- Team-oriented and collaborative work style.
Responsibilities
- Own enterprise service delivery improvement and the CX program.
- Drive introduction of new technologies and processes for availability, monitoring, support, patching, and scalability.
- Own the CX Roadmap and CSMD; provide executive visibility into performance trends.
- Apply ITIL 4 and ensure ISO 20000-1:2018 alignment across teams.
- Develop user stories and lead dispersed agile teams on service-improvement initiatives.
- Create visualization packages using Power BI, Tableau, or similar tools for stakeholders.
- Engage multiple stakeholders from industry to advance software-as-a-service development and support.
- Support and communicate with Senior Government Executive customers on IT requirements.
- Lead service-improvement initiatives across portfolio areas including service desk and risk management.
Skills
Education
Tools
Job description
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai .
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai .
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
As a Service Management Operations Lead, you will own enterprise service delivery improvement and the Customer Experience (CX) program.
You will drive the introduction of new technologies and processes that improve service delivery across availability, monitoring, support, patching, and scalability. You will own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD), serving as the senior technical voice for ITIL/ITSM operations and stakeholder engagement at the program level.
- Lead the introduction of new technologies and processes to improve service delivery including availability, management, monitoring, support, patching, and scalability.
- Own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD); maintain executive-level visibility into service performance trends.
- Drive enterprise IT service delivery using ITIL/ITSM frameworks; apply ITIL 4 to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
- Develop user stories, communicate business change requirements, and lead geographically dispersed agile teams executing service improvement initiatives.
- Create visualization packages using Power BI, Tableau, or similar visualization products to surface service performance, trends, and insights for stakeholders.
- Engage multiple stakeholders from industry to rapidly advance software-as-a-service development and support.
- Support and communicate with top-level and Senior Government Executive customers focused on IT requirements.
- Lead service improvement initiatives across the portfolio including service desk, communications, and risk management functions.
- Maintain DoD 8570/8140 IAT Level II certification currency.
- Support program-level reporting including Continuous Service Improvement (CSI) reporting and monthly performance reviews.
- Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
- Active ITIL Practice Manager Level Certification (or higher).
- DoD 8570/8140 IAT Level II certification.
- Demonstrated expertise in IT Service Delivery using ITIL/ITSM frameworks.
- Experience creating dashboards and visualizations using Power BI, Tableau, or similar tools.
- Strong customer service orientation with experience engaging Senior Government Executive customers.
- Proven analytical and problem‑solving abilities.
- Excellent written, oral, and interpersonal communication skills.
- Experience leading geographically dispersed agile teams.
- Team-oriented and skilled in working within a collaborative environment.
Required Education/Experience: Bachelor’s degree or higher in Computer Information Systems, Management Information Systems (MIS), Business Administration, or a related field. Minimum ten (10) years of experience introducing new technologies and processes to improve service delivery, including CX/service improvement, enterprise IT service delivery, and stakeholder communications. Experience supporting a DoD or IC customer is a plus.
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.
The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.
USD $147,000.00/Yr.
USD $227,520.00/Yr.
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