Senior Service Management Lead

Senior Service Management Lead

The Senior Service Management Lead serves as the leader responsible for the overall management, execution, and delivery of regional IT support service programs in support of the Environmental Protection Agency's (EPA) mission. This position oversees aspects of the regional program performance, including financial management, technical operations, personnel administration, and contract compliance. Acts as one of primary point of contact for EPA Regional IT leadership, the Senior Service Management lead ensures the seamless integration of contractor services with EPA's strategic goals, operational requirements, and federal IT standards.

This role requires a seasoned professional with deep experience managing large-scale IT service programs within the federal environment. The Senior Service Management Lead provides proactive leadership across multidisciplinary teams, ensuring on-time, high-quality deliverables while maintaining strict adherence to EPA processes, security mandates, and performance metrics. The ideal candidate combines strategic vision with hands-on oversight, driving continuous improvement, risk mitigation, and customer satisfaction across all facets of IT service delivery.

Compensation & Benefits:

Estimated Starting Salary Range for Senior Service Management Lead: TBD

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Senior Service Management Lead Responsibilities Include:

• 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.

• Performs other job duties as assigned

Senior Service Management Lead Experience, Education, Skills, Abilities requested:

• 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 Managing Professional

  • Certified TBM Executive (CTBME)

• Experience Level Requirements:

  • 10 years of experience managing IT Support Services with similar 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.

• Minimum Security Level:
  • Tier 4 Public Trust (High Risk/Sensitive)
• Mut pass pre-employment requirements of Cherokee Federal.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

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Keywords:

• ITIL Service Management
• ISO 20000 Compliance
• TBM (Technology Business Management)
• Federal IT Operations
• Service Level Management (SLAs)

Similar job titles:

• IT Service Delivery Manager
• Service Management Director
• IT Operations Manager
• Regional IT Program Manager
• Enterprise Service Desk Manager

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.