Service Management Lead

Service Management Lead

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Management Lead to support KITS and our government customer Washington, DC. The position is hybrid, requires 3 days onsite. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Management Lead will serve as the program's primary subject matter expert and operational owner for all IT service management practices, processes, and platform capabilities. This individual is responsible for establishing, administering, and continuously maturing the enterprise IT Service Management (ITSM) capability across the full program, ensuring all service management processes are consistently applied, accurately measured, and continuously improved in alignment with ITIL 4 principles, client policies, and contractual SLA requirements.

Principal responsibilities will include but are not limited to:

• Establish, own, and continuously mature the program's enterprise ITSM capability, developing and implementing a comprehensive service management framework aligned to ITIL 4 practices and tailored to the operational requirements of a 24x7 federal IT environment.
• Serve as the program's primary subject matter expert and authoritative point of contact for all ITSM-related matters, providing expert guidance to program leadership, functional teams, and Government stakeholders on service management practices, process improvements, and platform capabilities.
• Develop, document, and maintain all ITSM process documentation, including process flows, work instructions, standard operating procedures, roles and responsibilities matrices, and governance frameworks for all active ITIL 4 practices.
• Establish and enforce ITSM process standards and quality expectations across all functional teams, conducting regular process compliance reviews and providing coaching and corrective guidance as needed.
• Coordinate with the Government COR and designated stakeholders to align ITSM practices with client service management expectations, policies, and requirements, incorporating Government feedback into process improvement activities.
• Support the integration of ITIL 4 service management practices with the program's Agile two-week Sprint delivery model, ensuring service management activities are effectively prioritized, tracked, and reported within the Sprint cadence without disrupting continuous 24x7 operations.

Education and Experience:

Required:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Information Systems, or a related field from an accredited college or university.
• Minimum of 7 years of experience in IT service management, with at least 3 years in a service management lead, ITSM process owner, or equivalent senior ITSM role within a federal government IT contracting environment.
• Demonstrated hands-on experience owning and managing ITIL-based ITSM processes, including incident management, problem management, change management, service level management, and knowledge management, in a complex enterprise IT environment.
• Experience administering and configuring enterprise ITSM platforms (e.g., Service Now) to support process workflows, automation, dashboards, and reporting.
• Experience supporting or leading Change Advisory Board (CAB) activities in a production federal IT environment.
• Ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work.

Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.

We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at  or by calling  to request accommodations.