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.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

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:

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, ensuring service management activities are effectively prioritized, tracked, and reported within the Sprint cadence without disrupting continuous 24x7 operations.

Incident Management:

• Own and manage the enterprise incident management process end-to-end, ensuring all incidents are accurately logged, categorized, prioritized, assigned, escalated, resolved, and closed in accordance with defined process standards and contractual SLA targets.
• Monitor incident queue health and resolution performance in real time, proactively identifying bottlenecks, escalation failures, and SLA breach risks and taking corrective action to maintain SLA compliance.
• Ensure Priority 1 critical incident response and restoration activities are executed in accordance with contract SLA targets, including acknowledgment within 15 minutes and restoration within 4 hours at a 90% or higher rate.
• Conduct post-incident reviews for all Priority 1 and significant incidents, documenting root cause findings, contributing factors, corrective actions, and lessons learned in the ITSM platform.
• Ensure accurate and complete incident records are maintained in the ITSM platform, supporting audit readiness, trend analysis, and performance reporting activities.

Problem Management:

• Own and manage the enterprise problem management process, proactively identifying, investigating, and resolving the root causes of recurring and high-impact incidents to reduce incident volume and improve service stability.
• Maintain a current and accurate known error database (KEDB), ensuring workarounds and resolution guidance are documented, accessible, and communicated to relevant support teams.
• Conduct regular problem review sessions with functional leads and the NOC and Service Desk Manager, prioritizing problem investigations based on incident impact, frequency, and risk to service continuity.
• Track and report on problem management activities, including open problem records, investigation status, root cause…