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.

Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Service Management Lead to support enterprise Network Operations Center (NOC), Help Desk/Service Desk, and IT administrative and operational support services for a federal government client. This role serves as a critical operational leadership position responsible for establishing, managing, and continuously improving a mature enterprise IT Service Management (ITSM) capability aligned to ITIL 4 practices across a comprehensive 24x7 enterprise IT operations and sustainment program delivered through an Agile method.

The ideal candidate is a seasoned IT service management professional with deep expertise in ITIL 4 practices, enterprise ITSM platform administration, and the practical application of service management principles within a complex, multi-functional federal IT environment. This individual must be a proactive, collaborative leader capable of driving service quality, operational discipline, and continual service improvement across all functional areas of a large, geographically distributed enterprise IT program.

This position requires the ability to obtain and maintain a government background investigation, PIV credentials, and all requisite IT access authorizations prior to performing work. Primary work will be performed at the client site and approved remote/telework locations.

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 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.

The Service Management Lead works closely with the Program Manager, Deputy Program Manager, NOC and Service Desk Manager, functional leads, and Government stakeholders to ensure a cohesive, high-quality, and operationally disciplined service delivery environment.

Principal responsibilities will include but are not limited to:

Service Management Strategy & Governance:

• 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,…