Job Description

The Service Management Operations Lead oversees day-to-day IT service management operations, ensuring reliable, high-quality service delivery that enhances both customer and workforce experience. The role drives continuous improvement in service processes, workflow optimization, and automation to increase productivity, reduce friction for end users, and maintain stable operations in support of DCSA mission outcomes. This position partners with cross-functional teams to align service management priorities with program objectives, address recurring issues through root cause analysis, and provide leadership with clear visibility into service performance and workforce impact.

Key Responsibilities

• Lead IT service management operations, including governance of incident, request, and related service processes to ensure consistent, high-quality delivery.
• Drive customer experience and workforce experience enhancements by optimizing workflows, refining service practices, and improving communication and responsiveness.
• Identify and implement automation opportunities that streamline service tasks, reduce manual effort, and improve overall operational efficiency.
• Monitor service and workforce performance metrics, analyze trends, and recommend corrective and preventive actions to improve outcomes.
• Coordinate with cross-functional stakeholders to improve escalation paths, handoffs, and collaboration across IT, business, and program teams.
• Establish and maintain standard operating procedures, controls, and documentation that support quality, compliance, and repeatable service delivery.
• Lead root cause analysis for recurring service issues, translating findings into process changes, workflow updates, and training as needed.
• Prepare and deliver operational reports, dashboards, and briefings to leadership that communicate service performance, automation progress, and workforce impacts.
• Support change initiatives related to service management, ensuring changes are planned, communicated, and executed in ways that protect customer experience and workforce productivity.

Required Qualifications

• Bachelor’s degree in Information Technology, Business, Management, or a related field, or equivalent relevant experience.
• 10+ years of experience in IT service management, service operations, or related roles, including experience leading service delivery improvement initiatives.
• Demonstrated experience in customer experience and workflow optimization within an enterprise or federal IT environment.
• Proven experience implementing automation solutions to enhance service operations and workforce productivity.
• Strong understanding of IT service management principles, operational performance management, and continuous improvement methodologies.
• Demonstrated ability to interpret service metrics, workforce data, and operational trends to inform decisions and recommendations.
• Excellent verbal and written communication skills, with the ability to interact effectively with leadership, stakeholders, and cross-functional teams.
• Must have a current TS/SCI clearance as required by the client environment.
• U.S. Citizenship required.

Preferred Qualifications

• Experience supporting federal government or defense customers, preferably within a secure operational environment such as DCSA.
• Hands-on experience with ITSM and workflow automation tools used to manage service operations and customer experience.
• ITIL or other service management certification.
• Experience creating and presenting operational dashboards, performance reports, and briefings to senior stakeholders.
• Background in leading workforce productivity or employee experience initiatives in a technology-focused organization.

Job Specific Skills

• IT service management
• CX improvement & workflow optimization
• Automation implementation
• Workforce productivity enhancement
• Service delivery leadership
• Continuous improvement
• Root cause analysis
• Operational metrics & reporting

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Compensation Range

$114,100 - $194,000