Senior Service Manager Lead

This is a Senior Service Manager Lead position that delivers mission-critical capabilities using trusted data at scale. The role involves working alongside government partners, engineers, and industry teammates to translate operational and strategic requirements into scalable, production-ready solutions.

Requirements

• Active Top Secret (TS) clearance with SCI eligibility
• Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, or related discipline and 8 years of relevant experience OR Master’s degree in a related field and 6 years of relevant experience
• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements
• Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role
• Proven experience in developing and managing Service Level Agreements (SLAs) / Experience Level Agreements (XLAs)
• Strong understanding of service portfolio management (SPM) and service catalog management and experience establishing service catalog and SPM frameworks
• Experience managing enterprise IT service management (ITSM) operations in Federal or DoD environments
• Experience leading and mentoring technical support or service desk teams
• Experience managing incident response, escalation workflows, and service performance metrics
• Experience in customer success operations and stakeholder engagement
• Excellent communication and interpersonal skills
• Experience with cloud-based data, analytics, and AI capabilities
• Strong analytical and problem-solving skills

Benefits

• 401k Matching
• Generous Paid Time Off
• Retirement Plan
• Relocation Assistance
• Visa Sponsorship