Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Owner to support KITS and our government customer Washington, DC. This position is hybrid, requires 3 days onsite. This position requires the candidate to be able to obtain a Public Trust.
Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Service Owner to support enterprise Network Operations Center (NOC), Help Desk/Service Desk, and IT administrative and operational support services for a federal government client. This role serves as a critical operational accountability position responsible for the end-to-end ownership, performance, quality, and continual improvement of assigned IT services across a comprehensive 24x7 enterprise IT operations and sustainment program delivered through an Agile method.
The ideal candidate is a seasoned IT service management and operations professional with demonstrated experience owning and managing enterprise IT services within a complex, multi-functional federal IT environment. This individual must be a proactive, outcomes-focused leader capable of driving service quality, stakeholder satisfaction, operational accountability, and continual improvement across the full lifecycle of assigned services-from design and transition through ongoing operations and retirement.
This position requires the ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work. Primary work will be performed at the client site and approved remote/telework locations.
The Service Owner will serve as the single accountable point of responsibility for the end-to-end performance, quality, and continual improvement of one or more assigned enterprise IT services. This individual acts as the primary advocate, representative, and accountability owner for their assigned services-ensuring that services are designed, delivered, measured, and continuously improved in alignment with Government requirements, contractual SLA targets, ITIL 4 service management principles, and the broader program delivery strategy. The Service Owner works closely with the Service Management Lead, functional team leads, technical engineers, the NOC and Service Desk Manager, program leadership, and Government stakeholders to ensure assigned services consistently meet or exceed performance expectations and deliver measurable value to the end-user community.
Principal responsibilities will include but are not limited to:Service Ownership & Accountability:- Serve as the single accountable owner for the end-to-end performance, quality, availability, and continual improvement of all assigned enterprise IT services throughout their full service lifecycle.
- Maintain a comprehensive, current understanding of all assigned services, including their technical architecture, dependencies, user populations, performance characteristics, known issues, improvement opportunities, and alignment with Government mission objectives.
- Develop and maintain service definitions, service descriptions, and service catalog entries for all assigned services, ensuring documentation is accurate, current, and accessible to all relevant stakeholders.
- Represent assigned services in all relevant program forums, including Sprint ceremonies, service level reviews, Change Advisory Board (CAB) meetings, stakeholder briefings, and program management reviews, serving as the authoritative voice of the service.
- Ensure assigned services are delivered in alignment with applicable contractual requirements, SLA targets, ITIL 4 service management standards, client policies, and Federal IT compliance requirements.
- Proactively identify and escalate service risks, performance degradation trends, and emerging issues to the Service Management Lead and program leadership with recommended courses of action.
Service Performance Management:- Own the performance measurement framework for all assigned services, defining, tracking, and reporting on key performance indicators (KPIs), SLA metrics, and operational health indicators that accurately reflect service quality and value delivery.
- Monitor assigned service performance in real time, proactively identifying SLA breach risks, performance trends, and quality degradation, and coordinating immediate corrective action with relevant functional leads and technical teams.
- Conduct regular service performance reviews, analyzing performance data, incident trends, user feedback, and customer satisfaction results to develop a clear, data-driven understanding of service health and improvement priorities.
- Develop and present service performance reports and briefings for program leadership and Government stakeholders, communicating service health, SLA compliance, improvement initiatives, and risk status in a clear, actionable format.
- Ensure all service performance data is accurately reflected in the program's ITSM metrics dashboard and monthly reporting deliverables.
Service Level Management:- Own the service level commitments for all assigned services, ensuring SLA targets are clearly defined, consistently measured, accurately reported, and actively managed throughout the period of performance.
- Collaborate with the Service Management Lead to develop, review, and refine SLA targets, measurement methodologies, and reporting formats in coordination with the Government COR and program leadership.
- Ensure all contractual SLA targets for assigned services are met or exceeded, developing and executing corrective action plans promptly when performance falls below acceptable quality levels.
- Maintain accurate and complete service level performance records in the ITSM platform, supporting audit readiness and trend analysis activities.
Incident & Problem Coordination:- Serve as the service-level escalation point for all significant incidents and problems affecting assigned services, ensuring timely resolution, effective communication, and appropriate prioritization of recovery activities.
- Coordinate with the NOC and Service Desk Manager, functional leads, and technical engineers to ensure incidents affecting assigned services are triaged, escalated, and resolved in accordance with defined SLA targets and incident management process standards.
- Ensure post-incident reviews are conducted for all Priority 1 and significant incidents affecting assigned services, contributing service-level perspective to root cause analysis activities and tracking corrective action implementation to closure.
- Actively participate in the problem management process for assigned services, ensuring root causes of recurring and high-impact incidents are investigated, documented, and permanently resolved to reduce incident volume and improve service stability.
- Ensure known errors and workarounds related to assigned services are accurately documented in the known error database (KEDB) and communicated to relevant support teams.
Change & Release Coordination:- Serve as the service-level authority for all changes and releases affecting assigned services, ensuring changes are properly assessed for service impact, scheduled appropriately, and implemented without degradation to service availability or performance.
- Participate in Change Advisory Board (CAB) activities for changes affecting assigned services, reviewing change requests, assessing service risk, and providing service-level input to change approval decisions.
- Coordinate with technical leads and the Service Management Lead to ensure post-implementation reviews are conducted for significant changes to assigned services, documenting outcomes and lessons learned.
- Ensure the forward schedule of change for assigned services is accurately maintained and communicated to all relevant stakeholders, proactively identifying and resolving scheduling conflicts and service impact risks.
Continual Service Improvement:- Lead continual service improvement (CSI) activities for all assigned services, establishing a structured, data-driven approach to identifying, prioritizing, planning, and executing service improvement initiatives throughout the period of performance.
- Develop and maintain a service improvement plan for each assigned service, documenting improvement objectives, planned activities, responsible parties, timelines, and measurable success criteria.
- Analyze service performance data, incident trends, problem records, user feedback, customer satisfaction results, and Sprint Retrospective outcomes to identify improvement opportunities and develop actionable improvement recommendations.
- Track and report on the status and outcomes of all active service improvement initiatives for assigned services, ensuring improvements are measurable, achievable, and aligned with program objectives and client expectations.
- Promote a culture of service ownership and continual improvement within the functional teams supporting assigned services, encouraging proactive identification of improvement opportunities and recognition of improvement contributions.
Stakeholder Engagement & Customer Success:- Serve as the primary point of accountability and communication for Government stakeholders regarding the performance, status, and improvement of assigned services, building strong, trust-based relationships that support effective collaboration and transparent communication.
- Develop and maintain a thorough understanding of the business needs, mission objectives, and user experience expectations of the Government stakeholders and end-user communities served by assigned services.
- Proactively engage with stakeholders to solicit feedback on service quality, user experience, and unmet needs, incorporating feedback into service improvement planning and delivery prioritization activities.
- Coordinate with the Customer Success and Service Delivery function to ensure service communications, training materials, and adoption support activities are aligned with assigned service capabilities and improvement roadmaps.
- Ensure customer satisfaction survey results for assigned services are monitored, analyzed, and acted upon, targeting at least 90% satisfied or very satisfied responses in accordance with contractual performance standards.
Knowledge & Documentation Management:- Ensure comprehensive, accurate, and current service documentation is maintained for all assigned services, including service descriptions, technical architecture documentation, operational runbooks, known error records, and service improvement plans.
- Contribute to and oversee the quality of knowledge base articles related to assigned services, ensuring articles are accurate, accessible, and effectively support incident resolution and self-service capabilities.
- Support knowledge transfer activities during transition-in and transition-out periods, ensuring all service-level knowledge, documentation, and institutional understanding is effectively captured and transferred.
Education and Experience:Required:- Bachelor's degree in Information Technology, Computer Science, Business Administration, Information Systems, or a related field from an accredited college or university.
- Minimum of 5 years of experience in IT service management, service delivery, or enterprise IT operations within a federal government IT contracting environment.
- Demonstrated experience owning or managing enterprise IT services, including end-to-end accountability for service performance, SLA compliance, stakeholder engagement, and continual improvement activities.
- Experience working within ITIL-based ITSM environments, including practical application of incident management, problem management, change management, service level management, and knowledge management processes.
- Experience developing and presenting service performance reports and briefings for Government stakeholders.
- Ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work.
Preferred:- Prior experience serving as a Service Owner or equivalent on a federal IT O&M program of comparable scale and complexity.
- Experience integrating ITIL 4 service management practices with Agile delivery methodologies in a federal IT environment.
Required Skills and Competencies:- Exceptional communication skills in English-both written and oral-with the demonstrated ability to communicate service performance data, improvement recommendations, and service status clearly and effectively to both technical teams and senior Government stakeholders.
- Strong service ownership skills with demonstrated ability to maintain end-to-end accountability for service performance, quality, availability, and improvement across complex, multi-functional enterprise IT services.
- Solid knowledge of ITIL 4 service management practices, including incident management, problem management, change management, service level management, knowledge management, and continual service improvement, with demonstrated ability to apply these practices pragmatically within a 24x7 federal IT environment.
- Strong analytical skills with demonstrated experience analyzing service performance data, incident trends, SLA metrics, and customer satisfaction results to identify root causes, improvement opportunities, and corrective actions.
- Experience developing and maintaining service performance measurement frameworks, including KPI definition, data collection, analysis, and reporting for Government stakeholders.
- Experience participating in or supporting Change Advisory Board (CAB) activities, including service impact assessment and change risk evaluation for assigned services.
- Demonstrated ability to develop and execute structured service improvement plans, tracking improvement activities to measurable outcomes.
- Strong stakeholder engagement skills with demonstrated ab
