Oversee the full lifecycle of all services offered within the service catalog
Develop and manage Service Level Agreements (SLAs)
Drive service maturity, stakeholder communication, and continuous improvement across the service portfolio
Lead the creation and execution of a Customer Success Operations Plan (CSOP)
Establish, maintain, and improve frameworks and processes for Service Portfolio Management and Service Catalog Management
Engage with customers to gather their Service Level preferences
Build and maintain a Service Portfolio roadmap
Plan, coordinate, and engage System stakeholders
Conduct regular engagement sessions with Customers
Design, build, publish, and maintain online training materials
Support the Government in conducting program communications regarding the System
Manage a team of 8-15 direct reports
Provide mentorship and professional development opportunities for team members.

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
Current DoD 8570/8140 baseline certification appropriate for Intermediate Technical Support Specialist roles
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
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 skillsAnalytical skillsProblem-solvingStakeholder engagementContinuous improvementTeam managementCustomer success

Certifications

Top Secret (TS) clearance with SCI eligibilityDoD 8570/8140 baseline certification