Service Management Lead

Service Management Lead

Location: Seattle, Washington

: j-1586

JOB TYPE: Direct Hire

VETS, Inc., is looking to add a Service Management lead to our growing team. This is a full time, permanent position located in Seattle, WA. Due to clearance requirements, this position requires US Citizenship. The successful candidate will be responsible for:

• Being the primary liaison to the Government at the task order level.
• Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed.
• Leads continual improvement of processes and manages the lifecycle of services.
• Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools.
• Oversees knowledge management, training and education programs.
• Aligns service processes and activities to the ISO 20000 Information Technology Service Management standard.
• Assigns a Named Technical Representative for each task order service processes. Collaborates with service managers and functional leaders including engineering, operations, and service desk as well as other EPA contractors and service providers to enable seamless service execution across the service area.
• Responsibilities will be further defined at the task order level.

Education requirements: Bachelor s degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.

Certification Requirements:

• ITIL v3 Expert and/or ITIL 4
• PMI or professional certification is highly preferred

Experience Level Requirements:

• 10 years of experience managing IT Support Services with scope and complexity.
• Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.
• Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce
• Familiarity with Federal IT Security requirements

Clearance requirements

• Tier 4 Public Trust (High Risk/Sensitive)

PI