Service Management Operations Lead

Expression is seeking a highly experienced Service Manager Operation Lead to focus improving the effectiveness, efficiency, and customer experience of DCSA's enterprise IT services. This position provides strategic oversight for IT Service Management (ITSM), User Experience (UX), Customer Experience (CX), service automation, and service management reporting. This role ensures IT services directly support DCSA's mission through continual service improvement, data-driven decision making, and modern service management practices.

You will be responsible for delivering contract objectives regarding IT Service Management, Customer Experience Enhancement, and Automation, as well as User Experience, Service Management Office, and Dashboards. You will track measurable improvements in workforce productivity, customer satisfaction, and operational efficiency.

Clearance Required: Active Top Secret clearance with eligibility for SCI

Key Responsibilities

• Lead enterprise IT Service Management (ITSM) operations and continual service improvement initiatives.
• Direct UX, CX, automation, knowledge management, and Service Management Office (SMO) functions.
• Develop and execute enterprise service improvement strategies aligned with DCSA mission priorities.
• Analyze customer feedback, service metrics, and operational performance data to identify opportunities for improvement.
• Present recommendations and performance reporting to Government leadership.
• Lead organizational change management and communications supporting technology adoption.
• Ensure service management processes align with ITIL best practices.
• Oversee development and maintenance of executive dashboards and operational reporting.
• Foster a culture of innovation, automation, and customer-centric service delivery.
• Coordinate across technical teams to improve service quality and operational maturity.
• Advice Government Executives in advancing SaaS development and practices 

Minimum Qualifications

• Bachelor's degree in Information Technology, Telecommunications, Engineering, Computer Science, IT Systems, or a related discipline.
• Minimum of 10 years of experience managing enterprise IT Service Management operations.
• Required Certifications: 
  • DoD 8570/8140 IAT Level II certification or higher (Security +).
  • ITIL Practice Manager certification.
• Demonstrated experience implementing ITIL and Service Management best practices, specifically ITIL 4 framework aligned with ISO 20000-1:2018.
• Experience managing large enterprise service delivery organizations supporting DoD or Federal agencies.
• Experience introducing new technologies to improve availability, monitoring, patching and scalability.
• Experience with Power BI, Tableau or similar visualization products

Preferred Qualifications

• Experience supporting DCSA, DoD, or Intelligence Community customers.
• Experience with ServiceNow and enterprise ITSM platforms.
• Experience leading digital transformation and service modernization initiatives.

Benefits:

Expression offers competitive salaries and benefits, such as:

• 401k matching
• PPO and HDHP medical/dental/vision insurance
• Education reimbursement
• Complimentary life insurance
• Generous PTO and holiday leave
• Onsite office gym access
• Commuter Benefits Plan

About Expression:

Founded in 1997 and headquartered in Washington DC, Expression provides data fusion, data analytics, software engineering, information technology, and electromagnetic spectrum management solutions to the U.S. Department of Defense, Department of State, and national security community. Expression's “Perpetual Innovation” culture focuses on creating immediate and sustainable value for our clients via agile delivery of tailored solutions built through constant engagement with our clients. Expression was ranked #1 on the Washington Technology 2018's Fast 50 list of fastest growing small business Government contractors and a Top 20 Big Data Solutions Provider by CIO Review.  

Equal Employment Opportunity Statement

Expression is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.