OverviewDecisionPoint seeks a Senior ITSM / Service Management Lead to own the Information Technology Service Management Plan and Service Management System for the USMEPCOM ENLIST program. This role provides enterprise-wide leadership for IT service-management governance, process integration, service-quality improvement, performance management, and ITIL best-practice adoption across all required service-management processes.
The ITSM / Service Management Lead will establish the operating model for consistent service delivery across ENLIST tasks, define process ownership and accountability, oversee SLA/SLO performance, and lead the program9s service-management maturity evolution. The successful candidate will work closely with program leadership, service owners, process owners, technical teams, quality personnel, tool administrators, subcontractors, and Government stakeholders to improve service outcomes and advance the program toward ITIL Version 5 practices.
This position is remote, with preference given to candidates located in or near Chicago.
Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.
Duties & Responsibilities
The ITSM / Service Management Lead will:
- Own the development, implementation, maintenance, and continuous improvement of the program ITSM Plan.
- Establish and govern the Service Management System, including its policies, processes, controls, roles, responsibilities, technologies, and reporting structure.
- Lead implementation and integration of the 21 required service-management processes across ENLIST tasks and technical service areas.
- Define process ownership, accountability, governance forums, escalation paths, interfaces, and decision authorities.
- Develop and maintain an ITSM maturity roadmap aligned with program priorities, Government requirements, and recognized industry practices.
- Lead the adoption and practical application of ITIL best practices and the program9s progression toward ITIL Version 5.
- Promote consistent, efficient, effective, measurable, and well-documented service delivery throughout the service lifecycle.
- Govern service strategy, service design, service transition, service operations, and continual-improvement activities.
- Oversee service portfolio, technology strategy, cost control, service catalog, service-level, availability, capacity, continuity, and information-security management.
- Oversee project transition, service asset and transition, change, release and deployment, knowledge, and service-validation processes.
- Oversee event, incident, request, problem, and access-management processes.
- Define, negotiate, document, monitor, and improve Service Level Agreements, Service Level Objectives, key performance indicators, and operating-level expectations.
- Establish performance thresholds, measurement methods, reporting requirements, service-review procedures, and escalation criteria.
- Analyze performance trends, service risks, recurring failures, bottlenecks, customer-impacting issues, and systemic process gaps.
- Lead continual-improvement planning and maintain a prioritized register of improvement initiatives, owners, benefits, milestones, and outcomes.
- Coordinate corrective and preventive actions and verify that implemented solutions address root causes.
- Ensure that service-management processes respond effectively to changing mission requirements, priorities, technologies, and user needs.
- Identify opportunities to improve service quality, reduce disruption, increase automation, strengthen integration, and realize cost efficiencies.
- Govern development and quality review of Daily System Status Reports and other operational service reports.
- Ensure timely communication of system performance, upcoming events, outages, maintenance, risks, and activities affecting user access to services.
- Provide ITSM status, performance metrics, risks, decisions, and improvement updates for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.
- Coordinate with the Quality Manager and QA personnel on process audits, service-quality reviews, findings, corrective actions, and improvement opportunities.
- Guide configuration and use of ITSM platforms, workflows, service catalogs, dashboards, knowledge bases, automation, and reporting capabilities.
- Establish and maintain ITSM policies, standard operating procedures, process maps, knowledge articles, templates, control matrices, and governance records.
- Facilitate service reviews, governance meetings, process-owner forums, maturity assessments, and continual-improvement workshops.
- Provide coaching and guidance to service owners, process owners, task leads, and technical teams on ITSM responsibilities and practices.
- Support transition-in and transition-out activities by ensuring that service-management processes, records, tools, responsibilities, and knowledge are transferred effectively.
- Protect sensitive Government, program, operational, performance, and personnel information.
Qualifications
Required Qualifications
- Active Secret clearance or higher.
- Bachelor9s degree in Information Technology, Information Systems, Business Management, or a related field.
- Minimum of 8 years of relevant professional experience.
- Current ITIL Foundation certification or higher.
Preferred Qualifications
- Experience leading enterprise IT service management, service delivery, IT operations, or Service Management System implementation.
- Experience owning or leading an ITSM Plan in a complex, multi-team technology environment.
- Experience supporting Department of Defense, federal civilian, or other large Government IT programs.
- Experience leading ITIL adoption, process integration, maturity improvement, or service-management transformation.
- Experience establishing process-owner governance, responsibility matrices, decision authorities, escalation procedures, and cross-process interfaces.
- Experience implementing and governing service strategy, design, transition, operations, and continual-improvement processes.
- Experience defining, negotiating, monitoring, and reporting SLAs, SLOs, key performance indicators, and operating-level expectations.
- Experience leading service-performance reviews, maturity assessments, process audits, root-cause analyses, and continual-improvement initiatives.
- Experience managing service portfolios, service catalogs, knowledge bases, process repositories, and improvement registers.
- Experience with incident, problem, change, release, deployment, request, event, access, knowledge, configuration, availability, capacity, continuity, and service-level management.
- Experience integrating ITSM processes across infrastructure, cloud, cybersecurity, software engineering, service desk, data, and mission-support teams.
- Knowledge of ITIL Version 5 digital product and service management, lifecycle activities, value streams, governance, performance management, and continual improvement.
- ITIL Version 5 Foundation, ITIL Service, ITIL Practice Manager, ITIL Managing Professional, ITIL Strategic Leader, or ITIL Master certification.
- ISO/IEC 20000, COBIT, SIAM, Lean Six Sigma, PMP, or a comparable service-management, governance, or process-improvement certification.
- Experience with ServiceNow, BMC Helix, Jira Service Management, Power BI, SharePoint, or comparable ITSM and reporting platforms.
- Experience designing or improving service catalogs, workflow automation, dashboards, integrations, and self-service capabilities.
- Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, cloud service management, or hybrid delivery environments.
- Strong leadership, governance, organizational-change, and stakeholder-management capabilities.
- Excellent written, verbal, facilitation, negotiation, and executive-level communication skills.
- Strong analytical, strategic-planning, problem-solving, and decision-support abilities.
- Ability to translate mission and contractual requirements into practical service-management processes and measurable outcomes.
- Ability to lead across organizational boundaries without relying solely on direct authority.
- Ability to manage multiple processes, priorities, governance activities, reporting cycles, and improvement initiatives.
- Ability to work independently while maintaining sound judgment, discretion, accountability, and consistent follow-through.
