IT Service Management Lead — Govt Liaison & ISO 20000

ResolveSoft Inc; False Pass (AK); On-site; USD 120,000 - 160,000; Full time

Job summary

ResolveSoft Inc. is seeking a Service Management Lead to serve as the primary liaison to Government stakeholders, overseeing ITIL-based service processes and ISO 20000 alignment.

The role drives knowledge management, training, and operational procedures, including emergency IT operations support. You will collaborate with engineering, operations, the service desk, and external contractors to ensure unified service delivery across a large, mobile AO, with a focus on continual improvement and

Qualifications

• 10+ years of experience successfully managing ITSM services with similar scope and complexity.
• Understanding of ITIL principles and their practical application in enterprise service management.
• Proven track record working with IT managers, Business Process Partners, and end users to define and maintain service level expectations.
• Experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.
• Familiarity with Federal IT security requirements.

Responsibilities

• Contract Liaison & Leadership: liaise with Government at the task order level and manage relationships.
• Service Management & Process Oversight: oversee ITIL processes and drive continual improvement of IT services lifecycle.
• Collaboration & Integration: partner with IT managers, business process partners, and end users to define SLAs/SLOs.
• Knowledge & Training Management: oversee knowledge management and training programs for service changes.

Skills

ITSM

ITIL principles

Service level management

Enterprise service management

Education

Bachelor’s degree in business administration

Job description

ResolveSoft Inc. is seeking a Service Management Lead to serve as the primary liaison to Government stakeholders, overseeing ITIL-based service processes and ISO 20000 alignment.

The role drives knowledge management, training, and operational procedures, including emergency IT operations support. You will collaborate with engineering, operations, the service desk, and external contractors to ensure unified service delivery across a large, mobile AO, with a focus on continual improvement and