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As a Service Management Operations Lead, you will own enterprise service delivery improvement and the Customer Experience (CX) program for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract.

You will drive the introduction of new technologies and processes that improve service delivery across availability, monitoring, support, patching, and scalability. You will own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD), serving as the senior technical voice for ITIL/ITSM operations and stakeholder engagement at the program level. The role supports approximately 13,000 DCSA personnel across an enterprise IT environment that spans NIPRNet, SIPRNet, and higher-classification enclaves.

Highlights of Responsibilities:

• Lead the introduction of new technologies and processes to improve service delivery including availability, management, monitoring, support, patching, and scalability.
• Own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD); maintain executive-level visibility into service performance trends.
• Drive enterprise IT service delivery using ITIL/ITSM frameworks; apply ITIL 4 to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Develop user stories, communicate business change requirements, and lead geographically dispersed agile teams executing service improvement initiatives.
• Create visualization packages using Power BI, Tableau, or similar visualization products to surface service performance, trends, and insights for stakeholders.
• Engage multiple stakeholders from industry to rapidly advance software-as-a-service development and support.
• Support and communicate with top-level and Senior Government Executive customers focused on IT requirements.
• Lead service improvement initiatives across the DCSA CSS service portfolio including service desk, communications, and risk management functions.
• Maintain DoD 8570/8140 IAT Level II certification currency.
• Support program-level reporting including Continuous Service Improvement (CSI) reporting and monthly performance reviews.

Requirements:

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active ITIL Practice Manager Level Certification (or higher).
• DoD 8570/8140 IAT Level II certification.
• Demonstrated expertise in IT Service Delivery using ITIL/ITSM frameworks.
• Experience creating dashboards and visualizations using Power BI, Tableau, or similar tools.
• Strong customer service orientation with experience engaging Senior Government Executive customers.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Experience leading geographically dispersed agile teams.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience:

Required Education/Experience: Bachelor's degree or higher in Computer Information Systems, Management Information Systems (MIS), Business Administration, or a related field. Minimum ten (10) years of experience introducing new technologies and processes to improve service delivery, including CX/service improvement, enterprise IT service delivery, and stakeholder communications. Experience supporting a DoD or IC customer is a plus.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.