IT Service Management Lead

Peraton; United States; Hybrid; USD 104,000 - 166,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Health Savings Account

short/long term disability

Employee Assistance Program

Parental leave

401(k)

Paid time off

Company paid holidays

Job summary

Peraton is seeking an IT Service Management Lead to support the DHA Global Service Center, coordinating projects, leading contact center teams, and driving service delivery for JOMIS systems.

You’ll collaborate with cross-functional teams, manage KPIs, and ensure timely solutions while maintaining strong stakeholder relationships. US citizenship and an active Secret clearance are required; primary work locations are San Antonio, TX or Falls Church, VA, with special remote options.

Qualifications

• US citizen with active Secret clearance.
• Minimum 6+ years in call center service management.
• Primary work locations in San Antonio, TX or Falls Church, VA; remote work may be considered with customer approval.
• Experience in military health environments and ITIL-based service delivery.

Responsibilities

• Capture and document business needs from key GSC stakeholders to define project scope and objectives.
• Analyze data to identify KPIs, and create reports and dashboards for stakeholders.
• Map service management processes, identify inefficiencies, and propose optimization.
• Translate business requirements into functional specs and use cases for technical teams.
• Act as liaison between stakeholders and GSC support teams, communicating status and issues.
• Assist with project planning, monitor progress, ensure on-time delivery.
• Validate service delivery flows to route customers to appropriate queues.
• Maintain stakeholder documentation, knowledge base articles, and service configurations.

Skills

Project scheduling

Executive dashboards

Stakeholder management

Cross-functional collaboration

Risk management

Leadership

What-if analysis

Project controls

Education

Bachelor's degree in IT or related field

ITIL4 Foundations certification

IAT II certification (Security+)

Tools

ServiceNow

Job description

About Peraton

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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About The Role

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.

Responsibilities

• 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

• 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

Details

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.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate's own.

EEO

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