Service Management Operations Lead

As a Service Management Operations Lead, you will own enterprise service delivery improvement and the Customer Experience (CX) program for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract. You will drive the introduction of new technologies and processes that improve service delivery across availability, monitoring, support, patching, and scalability. You will own the Customer Experience (CX) Roadmap and the Customer Support Metrics Dashboard (CSMD), serving as the senior technical voice for ITIL/ITSM operations and stakeholder engagement at the program level. The role supports...