IT Service Management Lead

Peraton; Herndon (VA); On-site; USD 104,000 - 166,000; Full time

Job summary

Peraton is seeking an IT Service Management Lead to drive service delivery for the DHA Global Service Center. You will coordinate projects, lead contact center support teams, and build stakeholder relationships to ensure high-quality outcomes.

Ideal candidates have 6+ years of call center service management, a Secret clearance, and experience with ITSM tools like ServiceNow. Primary locations are in San Antonio or Falls Church with potential remote options in special cases.

Qualifications

• Minimum 6+ years in call center service management or equivalent.
• Active Secret Clearance and US citizenship.
• Experience with service management in DoD or military health environments is preferred.

Responsibilities

• Capture and document business needs from GSC stakeholders to define scope.
• Analyze data to identify trends and KPIs; create reports and dashboards.
• Map service processes and propose optimizations to streamline operations.
• Translate requirements into functional specs and use cases for technical teams.
• Serve as liaison between stakeholders and GSC support teams.
• Assist with project planning and monitor progress to meet timelines.
• Validate service delivery flows for fastest resolution.
• Maintain stakeholder documentation and knowledge bases.

Skills

Schedule management

Executive dashboards

Stakeholder liaison

Risk management

Service improvement

Project controls

Leadership

Operations support

Education

Bachelor's degree in IT or related field

ITIL4 Foundations certification

Security+ (IAT II) certification

Tools

ServiceNow MHSSHD ITSM

MS Excel / dashboards

Job description

IT Service Management Lead

Job Locations

US

Requisition ID

2026-170587

Position Category

Information Technology

Clearance

Secret

Responsibilities

As an IT Service Management Lead supporting the DHA Global Service Center, you will be responsible for supporting the delivery of programs, projects, and managed services related to the JOMIS mission. Your day-to-day activities will include coordinating projects through schedule management, leading contact center support teams, shared service coordination, as well as developing and maintaining relationships with key stakeholders and sponsors to ensure high levels of commitment that enable the service delivery outcomes for our Joint Operational Medicine Information Systems (JOMIS) customers. You take ownership of service issues within the key stakeholder scope of service delivery to ensure consistent and high-quality outcomes.

Supporting the GSC and customer stakeholders by sharing expertise and providing guidance on complex service management issues. Analyze recurring challenges and contribute to the development of effective solutions. Collaborate with cross-functional teams to enhance service processes and improve overall efficiency. Contribute to the continuous improvement of service delivery standards and practices.

• Capture and document business needs from key GSC stakeholders through interviews and meetings to define project scope and objectives.
• Analyze data to identify trends, insights, and performance indicators (KPIs), and create reports and dashboards to present findings to stakeholders.
• Map existing service management processes, identify inefficiencies, and propose solutions and strategies to optimize operations and streamline workflows.
• Translate business requirements into functional specifications, system diagrams, and use cases for technical teams to implement.
• Act as a liaison between key stakeholders and GSC support teams, communicating project status, service issues, and solutions clearly and effectively.
• Assist with project planning, monitor progress, and ensure that solutions align with business requirements and are delivered on time.
• Validate inbound/outbound service delivery flows to ensure customers reach the correct queue or agent for the fastest resolution of their issues.
• Maintain key stakeholder documentation, knowledge base articles, and service configurations

Skills

• Develop, analyze, and coordinate project schedules for key stakeholder transition activities
• Prepare executive-level schedule status reports and dashboards and manage service delivery and drive service optimization
• Collaborate with technical program managers, architects, systems engineers, and supply chain teams to ensure standard and custom service delivery
• Identify critical path delays and conduct "what-if" scenarios to proactively manage risks.
• Drive continual service improvement for GSC services supporting key stakeholders
• Proven experience in project controls, construction scheduling, or infrastructure project management
• Ability to work in a fast-paced and fluid environment
• Strong communication, leadership, and the ability to influence stakeholders
• Experience in supporting operational medicine support applications including but not limited to BATDOK-J, CDP, OMDS, MHS GENESIS Theater, TBLD-M, TMDS, and MEDCOP.

Qualifications

Requirements

• Must be a US Citizen
• Active Secret Clearance
• Primary work locations in San Antonio, TX or Falls Church, VA. Remote work may be considered in special cases when approved by the customer
• Minimum 6+ years of overall experience in call center service management

Preferred Qualifications

• Batchelor's degree in an IT or math related field/or equivalent experience
• Current active IAT II certification (Security+) to comply with DoD 8570 and DoD 8140.03
• ITIL4 Foundations certification
• Experience working within Military Health environments
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.