Service Management Lead/Program Manager

LinTech Global; North Carolina; Vor Ort; USD 130.000 - 170.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITIL service management

Stakeholder engagement

Team leadership

Federal IT security

Public Trust readiness

Ausbildung

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

Jobbeschreibung

Dexian Government Solutions is recruiting for a (SML)/Program Manager to support our proposal effort for the Environmental Protection Agency (EPA) Building Systems Management Division (BSMD). This position serves as designated Key Personnel responsible for IT service delivery, Government coordination, and contract performance.

Schedule: On-site Monday-Friday, 8:00 a.m.-4:00 p.m. Eastern Time, excluding federal holidays, with after-hours on-call availability for critical escalations.

Position Overview

The Service Management Lead serves as the primary Government liaison at the task order level and the single point of accountability for overall contract performance, stakeholder engagement, risk and issue management, and coordination across call orders. This individual leads IT support service management, oversees the service lifecycle, and drives continual improvement to meet EPA mission needs and established service level expectations.

The successful candidate will manage teams supporting a large AO with a highly mobile workforce, align service processes with ISO 20000, and apply the ITIL service management framework to deliver consistent, effective IT support.

Job Duties

• 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 Contracting Officer's Representative (COCOR), the Contracting Officer's Representative (COR), and EPA site organizations.
• Oversee IT support services and related ITIL processes to ensure effective execution and alignment with service level expectations.
• Lead continual service improvement and manage services throughout their lifecycle.
• Guide the implementation and maintenance of service management processes, procedures, work instructions, and supporting tools.
• Align service processes and activities with the ISO 20000 IT Service Management standard.
• Work with IT managers, Business Process Partners, and end users to establish processes and service level objectives.
• Manage teams of IT professionals supporting a large organization and AO with a highly mobile workforce.
• Oversee knowledge management, training, and education programs.
• Assign a Named Technical Representative for each task order service process.
• Collaborate with engineering, operations, service desk leaders, other EPA contractors, and service providers to coordinate service delivery.
• Attend recurring governance meetings and participate in change governance, as applicable.
• Serve as an escalation point for critical service issues and provide after-hours on-call support.
• Perform additional service management responsibilities defined at the task order level.

Required Qualifications

• Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.
• At least 10 years of experience managing IT support services of comparable scope and complexity.
• Demonstrated experience partnering with IT managers, Business Process Partners, and end users to establish processes and service level objectives consistent with defined expectations.
• Demonstrated 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 subsequent versions.
• Familiarity with Federal IT security requirements.
• Ability to meet the specified Tier 4 Public Trust requirement.
• Ability to meet the required on-site schedule and provide after-hours availability for critical escalations.

Required Certifications

• ITIL v3 Expert and/or ITIL 4 Managing Professional
• Certified TBM Executive (CTBME)
• Project Management Professional (PMP)

Public Trust Requirement:

Tier 4 Public Trust (High Risk/Sensitive) is required to Start

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affidavit. This plan is available for inspection upon request.

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.