Senior IT Service Delivery Lead — CX & ITIL for DoD
Empower AI
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Job summary
Empower AI is seeking a Service Management Operations Lead to own the Defense Counterintelligence and Security Agency (DCSA) CSS contract's IT service delivery and CX program. You will drive ITIL/ITSM practices across enterprise environments and lead a geographically dispersed agile team to improve availability, monitoring, and customer satisfaction.
You will develop CX roadmaps, deliver CSMD dashboards, and engage senior government executives while maintaining compliance with DoD security
Qualifications
- Top Secret clearance with SCI eligibility required.
- Active ITIL Practice Manager Level Certification (or higher).
- DoD 8570/8140 IAT Level II certification.
- Experience delivering IT services using ITIL/ITSM and stakeholder engagement.
- Experience creating dashboards with Power BI or Tableau.
Responsibilities
- Lead enterprise IT service delivery improvements.
- Own CX Roadmap and CSMD; report on performance trends.
- Apply ITIL 4 for staff compliance with practices.
- Develop user stories and coordinate dispersed agile teams.
- Create visualization packages for service performance and insights.
- Engage stakeholders from industry and government executives.
- Support CSI reporting and monthly reviews.
Skills
Education
Tools
Job description
Empower AI is seeking a Service Management Operations Lead to own the Defense Counterintelligence and Security Agency (DCSA) CSS contract's IT service delivery and CX program. You will drive ITIL/ITSM practices across enterprise environments and lead a geographically dispersed agile team to improve availability, monitoring, and customer satisfaction.
You will develop CX roadmaps, deliver CSMD dashboards, and engage senior government executives while maintaining compliance with DoD security
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