Service Management Lead

Innovate!, Inc.; New York (NY); On-site; USD 135,000 - 185,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with match

Life insurance

PTO

Job summary

Innovate!, Inc. is seeking a Service Management Lead to oversee IT service management activities in New York City. This full-time position involves serving as the key liaison for IT services, ensuring adherence to ITIL processes, and managing service improvements.

The ideal candidate will have a Bachelor's degree in a relevant field and experience in client-facing roles. The position offers a competitive salary ranging from $135,000 to $185,000, along with comprehensive benefits including medical, dental, vision, and 401K matching.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Experience managing IT service delivery in client-facing environments.
• Strong organizational skills and ability to track operational information.

Responsibilities

• Serve as primary liaison for service management activities.
• Oversee IT support services and manage service lifecycle.
• Prepare operational status reports and manage staffing plans.

Skills

IT service management principles

ITIL-aligned processes

Client-facing liaison experience

Project planning and coordination

Strong written and verbal communication

Process documentation

Education

Bachelor’s degree in Information Technology or related field

Job description

Service Management Lead

Location: New York, NY

Position: Service Management Lead (Reports To: FLSA: Exempt, Location: New York, NY, Posted: 4/29/26)

Job Description: Embrace the opportunity to join Innovate! Inc. and become a valued member of our team. We are seeking driven individuals who are passionate about leveraging technology to tackle environmental challenges and drive positive change. If you thrive in a collaborative, fast‑paced environment and are eager to contribute your skills and expertise to innovative projects, we invite you to explore this exciting opportunity further.

Innovate! Inc. is seeking a Service Management Lead to serve as the primary liaison between the client and the contractor team for IT service management activities at the Region 2 / New York City location. This role is responsible for overseeing IT support services, ensuring ITIL‑aligned processes are effectively executed, supporting continual service improvement, managing the lifecycle of services, and coordinating closely with technical, operational, service desk, government, and contractor teams. The position also supports planning, reporting, documentation, process development, and implementation of approved IT projects.

Contingent upon contract being awarded

Location: Candidate must work on‑site in New York City

Salary Range: $135,000 - $185,000

Position status: Full Time; with benefits

Benefits include: Medical, Dental, Vision, 401K with match, Life Insurance, and PTO

Key Responsibilities

• Serve as the primary task order‑level liaison to the client for service management activities.
• Oversee IT support services and ITIL‑aligned service management processes to ensure effective execution.
• Lead continual service improvement activities and manage the lifecycle of assigned services.
• Provide oversight and guidance for service processes, procedures, work instructions, and related tools.
• Support knowledge management, training, and education programs for contractor staff.
• Align service management activities with ISO 20000 Information Technology Service Management standards.
• Assign or coordinate named technical representatives for task order service processes.
• Coordinate with service managers, functional leaders, engineering teams, operations teams, service desk teams, other contractors, and client service providers.
• Develop and submit draft and final transition plans.
• Prepare and maintain staffing management plans for assigned contractor personnel.
• Prepare monthly operational status reports summarizing completed work, staffing, financials, issues, risks, and challenges.
• Support project planning and facilitate implementation of approved IT projects.
• Participate in authorized onsite meetings and prepare or present briefings and debriefings on work progress.
• Prepare white papers and draft responses to IT‑related data calls, as requested.
• Develop and maintain Standard Operating Procedures to identify collaborative opportunities and support process interaction with government and contractor IT groups.
• Present SOPs for review and approval prior to implementation.
• Facilitate integration with established client processes and procedures.

Required Skills and Technical Expertise

• Strong understanding of IT service management principles and ITIL‑aligned processes.
• Demonstrated ability to support IT service delivery, technical operations, and contractor coordination.
• Experience serving as a primary client‑facing liaison, service delivery lead, or technical coordination lead.
• Knowledge of ISO 20000 Information Technology Service Management standards.
• Ability to oversee service processes, procedures, work instructions, and supporting tools.
• Experience preparing transition plans, staffing plans, operational reports, briefings, and technical documentation.
• Strong project planning, coordination, and implementation support skills.
• Ability to coordinate across engineering, operations, service desk, management, and external service provider teams.
• Strong written and verbal communication skills, including the ability to brief senior stakeholders.
• Experience developing and maintaining SOPs, process documentation, and service delivery procedures.
• Ability to identify service improvement opportunities and support continual process improvement.
• Strong organizational skills with the ability to track staffing, financial, operational, and performance‑related information.
• Ability to work onsite in New York City, NY and participate in authorized in‑person meetings.

Education & Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or a related discipline preferred.
• Equivalent combination of education, training, certifications, and relevant experience may be considered.
• Experience managing or supporting IT service delivery, technical operations, or contractor support teams in a client‑facing environment.
• Experience supporting government, public sector, or large enterprise IT environments preferred.
• Experience with ITIL‑based service management, service lifecycle management, and operational reporting.
• Experience developing staffing plans, transition plans, SOPs, project documentation, and executive‑level status reports.
• Experience coordinating technical teams across multiple functional areas, including engineering, operations, and service desk support.

Preferred Qualifications

• ITIL Foundation or higher certification.
• ISO 20000 familiarity or certification.
• Project management experience or certification, such as PMP, CAPM, or equivalent.
• Experience supporting federal government IT contracts or task orders.
• Prior experience serving as a Service Management Lead, IT Service Delivery Lead, Project Manager, Program Lead, or client‑facing Technical Lead.
• Experience coordinating geographically distributed IT support staff.
• Familiarity with government contracting environments, client reporting expectations, and COR‑facing communications.
• Experience supporting transition‑in activities, service modernization, process improvement, and operational governance.
• Strong ability to prepare polished client‑facing deliverables, including briefings, white papers, SOPs, and monthly status reports.

Learn More About Us

Innovate! Inc. is a certified women‑owned consulting firm founded in 2002 by Lily Thomas. We provide innovative solutions to management, technology, and program challenges, with a focus on performance, integrity, and building lasting partnerships with our clients. Our team of over 100 experts includes IT and geospatial specialists, program and project management consultants, environmental scientists, and communications and outreach strategists. Our clients include federal, state, tribal, and local governments, private industry, non‑profit organizations, higher education institutions, and utilities. Recent awards we received for excellent service include the 2022 SAG Team Award and 2022 Esri Partner Conference High Potential Award.

Innovate is a fast‑paced, rapidly growing group of entrepreneurs creating a culture of excellence. Rapid advancement within our organization is not only possible but also encouraged. To view our website, visit innovateteam.com.

Innovate is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you have a disability and require reasonable accommodation to complete any part of the application process or cannot access or use this online application process and need an alternative method for applying, please contact us at [e-mail].