Service Management Lead

The Service Management Lead will be responsible for the development, implementation, and oversight of ITIL-aligned service management processes and performance metrics supporting the USCG VIA Call 1 contract. This individual will lead service governance, ensure compliance with SLA/OLA requirements, and provide strategic guidance on continual service improvement initiatives. The Service Management Lead shall have a strong understanding of the DHS Enterprise Service Management Framework (DESMF), the Technology Business Management (TBM) model, and experience with enterprise-scale ITSM platforms. Ability to work in a fast-paced environment and communicate effectively with cross-functional teams and mission stakeholders is critical.

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Position Duties:

• Lead the implementation and maintenance of ITIL v4-compliant service management processes, including Incident, Problem, Change, Configuration, Availability, and Service Level Management.
• Govern the use of ESMP, CMDB, and service management dashboards to monitor and report performance trends.
• Manage SLA/OLA performance, monthly reporting cycles, and continuous service improvement reviews.
• Drive integration with DHS DESMF and TBM standards to align service delivery with business outcomes.
• Collaborate with Program Management, Engineering, and QA Leads to ensure service alignment with program objectives.

Demonstrated Abilities:

• Deep understanding of ITSM practices, tools, and governance in federal environments.
• Strong ability to lead multi-functional process teams across distributed environments.
• Experience aligning ITIL and TBM metrics with enterprise service transformation strategies.

Position Qualifications:

Education: Bachelor’s degree in Information Technology, Business, or related field.
Certifications: ITIL v4 Managing Professional – Required
Clearance: DoD Top Secret – Required (TS/SCI Eligible – Preferred)
Experience: 8+ years in enterprise ITSM implementation and governance; 3+ years in a DHS or DoD program environment.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. 

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.