Oversee the full lifecycle of all services offered within the service catalog, ensuring each service is clearly defined, maintained, and governed.
Develop and manage Service Level Agreements (SLAs) to ensure services are aligned with business objectives and delivered to agreed performance and quality standards.
Drive service maturity, stakeholder communication, and continuous improvement across the service portfolio.
Lead the creation and execution of a Customer Success Operations Plan (CSOP) for managing all customer support-related aspects of the program.
Establish, maintain, and improve frameworks and processes for Service Portfolio Management and Service Catalog Management.
Engage with customers to gather their Service Level preferences and organize and evaluate these preferences to assist in defining Service Level categories.
Build and maintain an Service Portfolio roadmap that defines the schedule for rolling out new services.
Plan, coordinate, and engage System stakeholders to understand and capture their objectives, priorities, and concerns.
Conduct regular engagement sessions with Customers to maintain continual communications and ensure awareness of customer issues.
Design, build, publish, and maintain online training materials covering all aspects of using and operating as a user within the System.
Support the Government in conducting program communications regarding the System to various stakeholders.
Manage a team of 8-15 direct reports, providing leadership, guidance, and performance management.
Foster a collaborative and high-performance team environment.
Conduct regular team meetings and one-on-one sessions to ensure alignment with organizational goals.
Provide mentorship and professional development opportunities for team members.
Ensure team members have the necessary resources and support to perform their roles effectively.

Requirements

Active Top Secret (TS) clearance with SCI eligibility.
Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, or related discipline and 8 years of relevant experience OR Master’s degree in a related field and 6 years of relevant experience.
At least one of the following foundational qualification pathways consistent with DoD 8140 requirements: Current DoD 8570/8140 baseline certification appropriate for Intermediate Technical Support Specialist roles (e.g., CND or GICSP), Offerings listed in the DoD 8140 Training Repository, Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role.
Proven experience in developing and managing Service Level Agreements (SLAs) / Experience Level Agreements (XLAs)
Strong understanding of service portfolio management (SPM) and service catalog management and experience establishing service catalog and SPM frameworks.
Experience managing enterprise IT service management (ITSM) operations in Federal or DoD environments.
Experience leading and mentoring technical support or service desk teams.
Experience managing incident response, escalation workflows, and service performance metrics.
Experience in customer success operations and stakeholder engagement.
Excellent communication and interpersonal skills.
Experience with cloud-based data, analytics, and AI capabilities.
Strong analytical and problem-solving skills.

Benefits

Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Service Level Agreements (SLAs)Service Portfolio Management (SPM)Service Catalog ManagementIT service management (ITSM)Incident responseEscalation workflowsService performance metricsCloud-based dataAnalyticsAI capabilities

Soft Skills

LeadershipMentorshipCommunicationInterpersonal skillsCollaborationProblem-solvingStakeholder engagementTeam managementPerformance managementContinuous improvement

Certifications

Top Secret (TS) clearanceDoD 8570/8140 baseline certificationCNDGICSP