Enterprise Service Delivery Improvement/CX Lead - Onsite Quantico, VA

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

As the Onsite Enterprise Service Delivery Improvement/CX 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.

Highlights of Responsibilities:

• 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.

Requirements:

• 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). (Or willingness to obtain immediately upon hire)
• DoD 8570/8140 IAT Level II certification. (Or willingness to obtain immediately upon hire)
• 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.

Education and 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.

Physical Requirements:

This position requires the ability to perform the below essential functions: