IT Service Management Lead

As an IT Service Management Lead supporting the DHA Global Service Center, you will be responsible for supporting the delivery of programs, projects, and managed services related to the JOMIS mission. Your day-to-day activities will include coordinating projects through schedule management, leading contact center support teams, shared service coordination, as well as developing and maintaining relationships with key stakeholders and sponsors to ensure high levels of commitment that enable the service delivery outcomes for our Joint Operational Medicine Information Systems (JOMIS) customers.  You take ownership of service issues within the key stakeholder scope of service delivery to ensure consistent and high-quality outcomes.  

Supporting the GSC and customer stakeholders by sharing expertise and providing guidance on complex service management issues. Analyze recurring challenges and contribute to the development of effective solutions. Collaborate with cross-functional teams to enhance service processes and improve overall efficiency. Contribute to the continuous improvement of service delivery standards and practices.

Responsibilities:

• Capture and document business needs from key GSC stakeholders through interviews and meetings to define project scope and objectives.
• Analyze data to identify trends, insights, and performance indicators (KPIs), and create reports and dashboards to present findings to stakeholders.
• Map existing service management processes, identify inefficiencies, and propose solutions and strategies to optimize operations and streamline workflows.
• Translate business requirements into functional specifications, system diagrams, and use cases for technical teams to implement.
• Act as a liaison between key stakeholders and GSC support teams, communicating project status, service issues, and solutions clearly and effectively.
• Assist with project planning, monitor progress, and ensure that solutions align with business requirements and are delivered on time.
• Validate inbound/outbound service delivery flows to ensure customers reach the correct queue or agent for the fastest resolution of their issues.
• Maintain key stakeholder documentation, knowledge base articles, and service configurations

 Skills:

• Develop, analyze, and coordinate project schedules for key stakeholder transition activities
• Prepare executive-level schedule status reports and dashboards and manage service delivery and drive service optimization
• Collaborate with technical program managers, architects, systems engineers, and supply chain teams to ensure standard and custom service delivery
• Identify critical path delays and conduct "what-if" scenarios to proactively manage risks.
• Drive continual service improvement for GSC services supporting key stakeholders
• Proven experience in project controls, construction scheduling, or infrastructure project management
• Ability to work in a fast-paced and fluid environment
• Strong communication, leadership, and the ability to influence stakeholders
• Experience in supporting operational medicine support applications including but not limited to BATDOK-J, CDP, OMDS, MHS GENESIS Theater, TBLD-M, TMDS, and MEDCOP.

Requirements:

• Must be a US Citizen
• Active Secret Clearance
• Primary work locations in San Antonio, TX or Falls Church, VA. Remote work may be considered in special cases when approved by the customer
• Minimum 6+ years of overall experience in call center service management

Preferred Qualifications: 

• Batchelor’s degree in an IT or math related field/or equivalent experience
• Current active IAT II certification (Security+) to comply with DoD 8570 and DoD 8140.03 
• ITIL4 Foundations certification 
• Experience working within Military Health environments 
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system