This position provides strategic oversight for IT Service Management (ITSM), User Experience (UX), Customer Experience (CX), service automation, and service management reporting. This role ensures IT services directly support DCSA's mission through continual service improvement, data-driven decision making, and modern service management practices.
You will be responsible for delivering contract objectives regarding IT Service Management, Customer Experience Enhancement, and Automation, as well as User Experience, Service Management Office, and Dashboards. You will track measurable improvements in workforce productivity, customer satisfaction, and operational efficiency.
Clearance Required: Active Top Secret clearance with eligibility for SCIKey Responsibilities- Lead enterprise IT Service Management (ITSM) operations and continual service improvement initiatives.
- Direct UX, CX, automation, knowledge management, and Service Management Office (SMO) functions.
- Develop and execute enterprise service improvement strategies aligned with DCSA mission priorities.
- Analyze customer feedback, service metrics, and operational performance data to identify opportunities for improvement.
- Present recommendations and performance reporting to Government leadership.
- Lead organizational change management and communications supporting technology adoption.
- Ensure service management processes align with ITIL best practices.
- Oversee development and maintenance of executive dashboards and operational reporting.
- Foster a culture of innovation, automation, and customer-centric service delivery.
- Coordinate across technical teams to improve service quality and operational maturity.
Minimum Qualifications- Bachelor's degree from an accredited institution. Emphasis in Information Technology, Telecommunications, Engineering, Computer Science, or a related discipline is preferred.
- Minimum of 10 years of experience managing enterprise IT Service Management operations.
- Required Certifications:
- DoD 8570/8140 IAT Level II certification or higher (Security +).
- ITIL Practice Manager certification.
- Demonstrated experience implementing ITIL and Service Management best practices.
- Experience managing large enterprise service delivery organizations supporting DoD or Federal agencies.
Preferred Qualifications- Experience supporting DCSA, DoD, or Intelligence Community customers.
- Experience with ServiceNow and enterprise ITSM platforms.
- Experience leading digital transformation and service modernization initiatives.
Benefits:Expression offers competitive salaries and benefits, such as:
- 401k matching
- PPO and HDHP medical/dental/vision insurance
- Education reimbursement
- Complimentary life insurance
- Generous PTO and holiday leave
- Onsite office gym access
- Commuter Benefits Plan
