Service Management Lead - Federal IT Services (Onsite)

ITinfra is seeking an experienced Service Management Lead (SML) to oversee IT service delivery under a federal contract supporting the U.S. Environmental Protection Agency (EPA).

The SML will serve as the primary operational liaison to the Government, coordinating technical service teams, managing service performance, implementing ITIL-based processes, and ensuring successful delivery of mission-critical IT support services. The ideal candidate brings extensive federal IT service management experience, strong leadership skills, and expertise in ITIL processes, service-level management, and continual service improvement.

• Serve as the primary liaison with EPA representatives for daily IT service delivery and operational performance.
• Oversee IT services across server administration, network infrastructure, facility control systems, voice telecommunications, audiovisual support, application development, and graphics/multimedia services.
• Manage ITIL-based incident, problem, change, configuration, and service-level management processes.
• Monitor contract service-level agreements (SLAs), key performance indicators (KPIs), and quality requirements.
• Lead service reviews, operational meetings, performance reporting, and corrective-action initiatives.
• Establish and maintain service procedures, work instructions, and knowledge management practices.
• Coordinate technical teams, functional leads, and other EPA service providers to ensure seamless delivery.
• Align IT service management practices with ITIL and ISO/IEC 20000 principles.
• Manage operational risks, escalations, service disruptions, and continual service improvement initiatives.
• Oversee service-related training, documentation, and process standardization.
• Assign qualified representatives to support designated service processes.
• Coordinate transition activities, operational readiness, and service continuity.
• Support compliance with federal information security policies and requirements.

• Education: Bachelor’s degree in Business Administration, Information Technology, Information Systems, Engineering, or a related discipline, or equivalent experience.
• At least ten (10) years of experience managing IT support services of comparable size and complexity.
• Demonstrated experience leading multidisciplinary IT teams supporting large organizations.
• Experience collaborating with IT management, business stakeholders, and end users to establish service management processes and service-level objectives.
• Experience supporting highly mobile workforces and coordinating complex IT service delivery environments.
• Familiarity with federal IT security requirements.

Preferred Qualifications:

• ITIL Certification: ITIL v3 Expert or ITIL 4 Managing Professional.
• Certified TBM Executive (CTBME).
• Project Management Professional (PMP) or similar.
• Prior experience supporting EPA or other U.S. federal civilian agencies.
• Experience with multi-site IT operations and geographically distributed teams.
• Experience implementing or improving ITSM platforms, such as ServiceNow.
• Familiarity with NIST cybersecurity standards and federal information security practices.
• Demonstrated experience developing performance dashboards and driving measurable service improvements.

Security Requirements:

• Must be able to obtain and maintain a Tier 4 Public Trust (High Risk/Sensitive) background investigation determination, as required by the contract., * [MANDATORY] Are you a US citizen with an active Tier 4 Public Trust clearance, or the ability of attaining one?

Experience:

• IT service management: 10 years (Required)

• We emphasize and foster professional growth by helping you set and achieve professional goals
• Exceptional health insurance benefits
• 401K, Paid Time Off (PTO), * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance