Service Management Lead​/Program Manager

Dexian Government Solutions is recruiting for a (SML)/Program Manager to support our proposal effort for the Environmental Protection Agency (EPA) Building Systems Management Division (BSMD). This position serves as designated Key Personnel responsible for IT service delivery, Government coordination, and contract performance.

Schedule: On-site Monday-Friday, 8:00 a.m.

-4:00 p.m. Eastern Time, excluding federal holidays, with after-hours on-call availability for critical escalations.

The Service Management Lead serves as the primary Government liaison at the task order level and the single point of accountability for overall contract performance, stakeholder engagement, risk and issue management, and coordination across call orders. This individual leads IT support service management, oversees the service lifecycle, and drives continual improvement to meet EPA mission needs and established service level expectations.

The successful candidate will manage teams supporting a large AO with a highly mobile workforce, align service processes with ISO 20000, and apply the ITIL service management framework to deliver consistent, effective IT support.

• Serve as the primary liaison to Government stakeholders for task order execution, service delivery, and performance.
• Maintain accountability for contract performance, stakeholder engagement, risk and issue management, and coordination across service activities Call Orders (COs).
• Coordinate day-to-day matters with the Call Order Contracting Officer's Representative (COCOR), the Contracting Officer's Representative (COR), and EPA site organizations.
• Oversee IT support services and related ITIL processes to ensure effective execution and alignment with service level expectations.
• Lead continual service improvement and manage services throughout their lifecycle.
• Guide the implementation and maintenance of service management processes, procedures, work instructions, and supporting tools.
• Align service processes and activities with the ISO 20000 IT Service Management standard.
• Work with IT managers, Business Process Partners, and end users to establish processes and service level objectives.
• Manage teams of IT professionals supporting a large organization and AO with a highly mobile workforce.
• Oversee knowledge management, training, and education programs.
• Assign a Named Technical Representative for each task order service process.
• Collaborate with engineering, operations, service desk leaders, other EPA contractors, and service providers to coordinate service delivery.
• Attend recurring governance meetings and participate in change governance, as applicable.
• Serve as an escalation point for critical service issues and provide after-hours on-call support.
• Perform additional service management responsibilities defined at the task order level.

• Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.
• At least 10 years of experience managing IT support services of comparable scope and complexity.
• Demonstrated experience partnering with IT managers, Business Process Partners, and end users to establish processes and service level objectives consistent with defined expectations.
• Demonstrated experience managing teams of IT professionals supporting a large organization AO with a highly mobile workforce.
• Experience overseeing IT service management processes, service lifecycle management, and continual improvement.
• Knowledge of the ITIL service management framework, including ITIL 4 or subsequent versions.
• Familiarity with Federal IT security requirements.
• Ability to meet the specified Tier 4 Public Trust requirement.
• Ability to meet the required on-site schedule and provide after-hours availability for critical escalations.

• ITIL v3 Expert and/or ITIL 4 Managing Professional
• Certified TBM Executive (CTBME)
• Project Management Professional (PMP)

Public Trust Requirement:

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…