Service Management Lead Security Clearance

Position: Service Management Lead with Security Clearance
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. Submit your resume today! Responsibilities 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. Qualifications 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 employmen t without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.