Technical Lead Service Management

Technical Lead Service Management

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

* * *

The Opportunity:

CACI is seeking an experienced Service Level and Performance Management Lead with 10+ years of experience in multi-supplier environments. This key position will oversee the development, integration, and management of ITIL-based IT Service Management (ITSM) processes across the program, while also leading the implementation and management of performance metrics for the program. The ideal candidate will be responsible for driving service level and performance strategy, aligning with the customer’s documented strategy while supporting service optimization.

The role demands an ITSM-certified leader who can optimize service integration, foster collaboration among diverse stakeholders, and drive continuous improvement initiatives. Key responsibilities include defining and implementing ITSM best practices, managing service level agreements, overseeing performance metrics, and providing strategic guidance on technology adoption. The successful candidate will lead a team of analysts in implementing and maintaining performance management processes, design service level measures, and spearhead the continual service improvement (CSI) program. They will work closely with technical teams, other service providers, and Government leadership to ensure network services align with organizational goals and evolving mission needs.

Responsibilities:

• Lead the continuous improvement of the service provider model and its supporting artifacts.

• Understand the customer’s business and the impact of the Network Services on its ability to succeed.

• Support the organizational change initiatives required to deliver, improve, and maintain the customer’s operations.

• Oversee the successful delivery of ITSM processes and services across the network services.

• Manage the organization in an operational state, including any required staffing, processes, and strategic direction.

• Oversee the Service functions including governance, customer engagement, service integration, continual improvement, and performance management.

• Oversee the Network Services including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog providing continual process improvement support to the customer.

• Collaborate with the Chief Architect, to engage with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the Network infrastructure.

• Collaborate with other Program support functions to manage the cross-functional processes required for seamless service delivery.

• Directly support the Program Manager and Deputy to ensure that all Service Level programmatic level responsibilities (e.g., staffing, programmatic deliverables, monthly reporting, ad hoc requests, etc.) are completed in a timely, accurate, and quality manner.

• Oversee day-to-day operations of the Performance Management service, driving excellence and quality.

• Transition Performance Management service design to operational state, create training materials, and train stakeholders.

• Define, implement, and monitor metrics that reveal opportunities for improved performance and efficiencies in support of the Government issued SLAs

• Oversee Service Level Management process, including collection, analysis, and reporting of contractual service level results.

• Provide performance metrics presentations and analysis.

Qualifications:

Required:

• TS/SCI with Poly required

• Bachelor’s degree in a related technical field (Science, Technology, Engineering, and Mathematics (STEM)) or equivalent work experience

• 12+ years of related work experience

• Experience managing enterprise programs $25M-$50M in value

• Managers major sub-function for a large program

• Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources.

• Expertise in Service Management and Service Integration solutions

• Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders

• Extensive experience leading personnel, multiple teams w