Senior Service Management Lead; SML

• 5 Post Office Square, Boston, MA 02109, USA

Dexian Government Solutions is recruiting for a Senior Service Management Lead (SML)
to support our contract at the Environmental Protection Agency (EPA) Multi-Regional IT Support Services (MRITSS) R1 in Boston, MA.

Position Overview:

• Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools. Oversees knowledge management, training and education programs.
• Aligns service processes and activities to the ISO 20000 Information Technology - Service Management standard. Assigns a Named Technical Representative for each task order service processes.

Job Duties:

• Responsible for being the primary liaison to the Government at the task order level. Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed.
• Leads continual improvement of processes and manages the lifecycle of services.
• Collaborates with service managers and functional leaders including engineering, operations, and service desk as well as other EPA contractors and service providers to enable seamless service execution across the service area.
• At the task order level, serves as the primary point of contact (POC) to the IT agency leadership.
• Serves as primary escalation and point of contact (POC) for service activities.
• Oversees cross-project planning for contractor resources, scheduling, milestones, and deliverables for on-time submission of contract deliverables. Identifies, assesses, and resolves complex business issues and risks and facilitates resolution and risk mitigation.
• Manage contractor resources, scheduling, and training to maintain contractual performance obligations and ensure relevancy of staff.
• Participates in all contract level meetings with agency and directing and coordinating changes, concerns and/or updates to support contract management.
• Ensures back-office support to properly process invoicing.
• Ensures adherence to the processes, procedures, standards, and policies by SP team personnel.
• Oversees personnel security clearance requirements and manages performance assessments and evaluations.
• Provides oversight and governance for all service activities. Collaborates with agency IT leadership team to prioritize innovations and improvements, share survey results, and provide customer feedback on services portfolio.

Required Qualifications:

• A minimum of 5 years of experience managing IT Support Services with similar scope and complexity. Demonstrated understanding of ITIL principles and their application in service management. Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Demonstrated experience managing teams of IT professionals supporting a large AO with a mobile workforce.
  
  Familiarity with Federal IT security requirements.

Education Requirements: Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.

Clearance Requirements: Tier 4 Public Trust (High Risk/Sensitive) is required to Start.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual…