ITSM​/Service Management Lead; Senior

DecisionPoint seeks a Senior ITSM / Service Management Lead to own the Information Technology Service Management Plan and Service Management System for the USMEPCOM ENLIST program. This role provides enterprise-wide leadership for IT service-management governance, process integration, service-quality improvement, performance management, and ITIL best-practice adoption across all required service-management processes.

The ITSM / Service Management Lead will establish the operating model for consistent service delivery across ENLIST tasks, define process ownership and accountability, oversee SLA/SLO performance, and lead the program’s service-management maturity evolution. The successful candidate will work closely with program leadership, service owners, process owners, technical teams, quality personnel, tool administrators, subcontractors, and Government stakeholders to improve service outcomes and advance the program toward ITIL Version 5 practices.

This position is remote, with preference given to candidates located in or near Chicago.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The ITSM / Service Management Lead will:

• Own the development, implementation, maintenance, and continuous improvement of the program ITSM Plan.

• Establish and govern the Service Management System, including its policies, processes, controls, roles, responsibilities, technologies, and reporting structure.

• Lead implementation and integration of the 21 required service-management processes across ENLIST tasks and technical service areas.

• Define process ownership, accountability, governance forums, escalation paths, interfaces, and decision authorities.

• Develop and maintain an ITSM maturity roadmap aligned with program priorities, Government requirements, and recognized industry practices.

• Lead the adoption and practical application of ITIL best practices and the program’s progression toward ITIL Version 5.

• Promote consistent, efficient, effective, measurable, and well-documented service delivery throughout the service lifecycle.

• Govern service strategy, service design, service transition, service operations, and continual-improvement activities.

• Oversee service portfolio, technology strategy, cost control, service catalog, service-level, availability, capacity, continuity, and information-security management.

• Oversee project transition, service asset and transition, change, release and deployment, knowledge, and service-validation processes.

• Oversee event, incident, request, problem, and access-management processes.

• Define, negotiate, document, monitor, and improve Service Level Agreements, Service Level Objectives, key performance indicators, and operating-level expectations.

• Establish performance thresholds, measurement methods, reporting requirements, service-review procedures, and escalation criteria.

• Analyze performance trends, service risks, recurring failures, bottlenecks, customer-impacting issues, and systemic process gaps.

• Lead continual-improvement planning and maintain a prioritized register of improvement initiatives, owners, benefits, milestones, and outcomes.

• Coordinate corrective and preventive actions and verify that implemented solutions address root causes.

• Ensure that service-management processes respond effectively to changing mission requirements, priorities, technologies, and user needs.

• Identify opportunities to improve service quality, reduce disruption, increase automation, strengthen integration, and realize cost efficiencies.

• Govern development and quality review of Daily System Status Reports and other operational service reports.

• Ensure timely communication of system performance, upcoming events, outages, maintenance, risks, and activities affecting user access to services.

• Provide ITSM status, performance metrics, risks, decisions, and improvement updates for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.

• Coordinate with the Quality Manager and QA personnel on process audits, service-quality reviews, findings, corrective actions, and improvement opportunities.

• Guide configuration and use of ITSM platforms, workflows, service catalogs, dashboards, knowledge bases, automation, and reporting capabilities.

• Establish and maintain ITSM policies, standard operating procedures, process maps, knowledge articles, templates, control matrices, and governance…