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About the Role

IntePros Federal seeks a Service Management Lead for a contract role, contingent upon award. This high-impact leadership position serves as the primary liaison to the Government, driving strategy, execution, and continuous improvement of mission-critical IT services. The role involves overseeing ITIL-aligned processes, guiding service lifecycle management, and ensuring precise implementation of procedures, work instructions, and tools. Responsibilities include leading knowledge management, training, and service education programs, aligning operations to ISO 20000, and collaborating with engineering, operations, service desk leaders, and partner contractors to orchestrate seamless service delivery. This opportunity influences enterprise-level IT performance, elevates service quality, and drives operational outcomes for a major federal mission.

Responsibilities

Serve as the primary point of contact to the Government for all task order matters.
Provide Draft and Final Transition Plans.
Provide a Staffing Management Plan for all assigned contractor staff.
Deliver a Monthly Operational Status Report summarizing completed tasks, staffing status, financials, and any issues or challenges.
Participate in authorized on-site meetings; prepare and present progress briefings, debriefings, white papers, and responses to IT-related data calls.
Oversee IT support services and all associated ITIL-aligned processes.
Lead continual service improvement and manage the service lifecycle.
Ensure all service processes align with the ISO/IEC 20000 IT Service Management standard.
Provide oversight and guidance for implementing service processes, procedures, work instructions, and supporting tools.
Lead knowledge management, training, and service education programs.
Assign a Named Technical Representative for each service process.
Collaborate with service managers, engineering, operations, service desk leaders, and other contractors to ensure seamless service execution.
Develop and maintain Standard Operating Procedures (SOPs) that support process interaction with Government and contractor IT groups.
Present SOPs to the COR for review and approval prior to implementation.
Facilitate integration with established Government processes and procedures.
Provide project planning and facilitate implementation of Government-approved projects.

Requirements

Ability to obtain Public Trust Clearance
10 years of experience managing IT Support Services with scope and complexity
Demonstrated experience establishing service level objectives
Experience working with IT managers, business partners, and end users
Experience managing teams supporting a large, highly mobile workforce
Familiarity with Federal IT security requirements

Skills

ITIL-aligned processes
ITIL v3 Expert
ITIL 4 Managing Professional
ISO/IEC 20000 IT Service Management standard
Knowledge management
Training
Service education programs
Federal IT security requirements

Location

San Francisco, CA
Situational telework permitted
Primarily on-site
Travel to local regional offices

Work Type

Contract

Experience Level

10 years of experience

Education Level

Bachelor's Degree in an IT-related field or equivalent experience
ITIL v3 Expert
ITIL 4 Managing Professional

About the Company

IntePros Federal is a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Washington DC.
Provides IT solutions, systems, and software services to multiple federal government agencies.
Specializes in IT solutions, application development, program management, systems integration, and cybersecurity services.
Core values empower people to do the right thing for colleagues, customers, and community.

Equal Opportunity

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
Equal Opportunity Employer/Veterans/Disabled
Background Investigation Required