Service Management Operations Lead

Empower AI; Quantico (VA); On-site; USD 147,000 - 228,000; Full time

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

ITIL/ITSM

Dashboarding

Customer service

Analytical thinking

Agile leadership

Education

Bachelor's degree or higher in Computer Information Systems, MIS, or related field

Tools

Power BI

Tableau

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai .

Responsibilities

As a Service Management Operations Lead, you will own enterprise service delivery improvement and the Customer Experience (CX) program for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract.

You will drive the introduction of new technologies and processes that improve service delivery across availability, monitoring, support, patching, and scalability. You will own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD), serving as the senior technical voice for ITIL/ITSM operations and stakeholder engagement at the program level. The role supports approximately 13,000 DCSA personnel across an enterprise IT environment that spans NIPRNet, SIPRNet, and higher-classification enclaves.

Highlights of Responsibilities

• Lead the introduction of new technologies and processes to improve service delivery including availability, management, monitoring, support, patching, and scalability.
• Own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD); maintain executive-level visibility into service performance trends.
• Drive enterprise IT service delivery using ITIL/ITSM frameworks; apply ITIL 4 to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Develop user stories, communicate business change requirements, and lead geographically dispersed agile teams executing service improvement initiatives.
• Create visualization packages using Power BI, Tableau, or similar visualization products to surface service performance, trends, and insights for stakeholders.
• Engage multiple stakeholders from industry to rapidly advance software-as-a-service development and support.
• Support and communicate with top-level and Senior Government Executive customers focused on IT requirements.
• Lead service improvement initiatives across the DCSA CSS service portfolio including service desk, communications, and risk management functions.
• Maintain DoD 8570/8140 IAT Level II certification currency.
• Support program-level reporting including Continuous Service Improvement (CSI) reporting and monthly performance reviews.

Qualifications

Requirements

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active ITIL Practice Manager Level Certification (or higher).
• DoD 8570/8140 IAT Level II certification.
• Demonstrated expertise in IT Service Delivery using ITIL/ITSM frameworks.
• Experience creating dashboards and visualizations using Power BI, Tableau, or similar tools.
• Strong customer service orientation with experience engaging Senior Government Executive customers.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Experience leading geographically dispersed agile teams.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience

Required Education/Experience: Bachelor’s degree or higher in Computer Information Systems, Management Information Systems (MIS), Business Administration, or a related field. Minimum ten (10) years of experience introducing new technologies and processes to improve service delivery, including CX/service improvement, enterprise IT service delivery, and stakeholder communications. Experience supporting a DoD or IC customer is a plus.

Physical Requirements

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $147,000.00/Yr.

Pay Band Max

USD $227,520.00/Yr.