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