IT Service Management Lead – On-Site

LinTech Global, Inc.; North Carolina; Presencial; USD 130.000 - 170.000; Jornada completa

Descripción de la vacante

Dexian Government Solutions is seeking a Senior Service Management Lead to serve as the primary Government liaison for EPA BSMD contract performance and service delivery. The position requires oversight of ITIL processes, risk management, and continual improvement across a highly mobile AO workforce.

The role emphasizes collaboration with EPA site teams, COR/COCR coordination, and governance participation, with on-site work hours and after-hours escalation support to ensure mission-driven IT

Formación

• Bachelor's degree or equivalent experience required.
• At least 10 years of experience managing IT support services of comparable scope and complexity.
• Experience partnering with IT managers, Business Process Partners, and end users to establish processes and service level objectives.
• Experience managing teams of IT professionals supporting a large organization AO with a highly mobile workforce.
• Experience overseeing IT service management processes, service lifecycle management, and continual improvement.
• Knowledge of the ITIL service management framework, including ITIL 4 or later versions.
• Familiarity with Federal IT security requirements.
• Ability to meet Tier 4 Public Trust requirement.
• Ability to meet on-site schedule and provide after-hours on-call availability.

Responsabilidades

• Serve as the primary liaison to Government stakeholders for task order execution, service delivery, and performance.
• Maintain accountability for contract performance, stakeholder engagement, risk and issue management, and coordination across service activities Call Orders (COs).
• Coordinate day-to-day matters with the Call Order CO-R and EPA site organizations.
• Oversee IT support services and ITIL processes to ensure effective execution and alignment with SLAs.
• Lead continual service improvement and manage services throughout their lifecycle.
• Guide the implementation and maintenance of service management processes, procedures, work instructions, and tools.
• Align service processes with ISO 20000 IT Service Management standard.
• Collaborate with IT managers, end users, and partners to establish service level objectives.
• Attend governance meetings and participate in change governance where applicable.
• Serve as escalation point for critical service issues and provide after-hours support.

Conocimientos

ITIL service management

Stakeholder engagement

Team leadership

Federal IT security

Public Trust readiness

Educación

Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience

Descripción del empleo

Dexian Government Solutions is seeking a Senior Service Management Lead to serve as the primary Government liaison for EPA BSMD contract performance and service delivery. The position requires oversight of ITIL processes, risk management, and continual improvement across a highly mobile AO workforce.

The role emphasizes collaboration with EPA site teams, COR/COCR coordination, and governance participation, with on-site work hours and after-hours escalation support to ensure mission-driven IT