IT Service Management Lead — Global Center (Remote, Secret)

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

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.