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Service Management (ITIL) Team Lead

Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.

5-190107-8361: Service Management (ITIL) Team Lead
LocationU.S. - Arizona - Fort Huachuca
Open Date1/8/2019

Join SOS International LLC (SOSi) and watch your career soar as a Service Management (ITIL) Team Lead, located in Ft. Huachuca, Arizona. This position will support the Regional Cyber Center – CONUS, an exciting program focused on operation, maintenance, and defense of the CONUS portion of the LandWarNet. For this role, we are seeking a proven leader to drive continuous service improvement for our Technology and Operational teams. Lead service management transformation through utilization of existing technologies and the ITIL process framework. This role will provide guidance to specific area process managers to continue to evolve and adapt IT Service Management (ITSM) to the needs of our customer.


  • Provide advanced knowledge on all ITIL based process areas
  • Lead a team that oversees the performance and execution of Service Management and reports on metrics to the customer through established Service Level Agreements
  • Strategize to drive efficiency within existing processes
  • Work with stakeholders to communicate ITSM vision, benefits and customer deliverables
  • Assessment of existing process areas and corresponding reports to identify and take action on areas of potential improvement
  • Build reporting supporting existing and new process. Provide analytical functions to properly trend and assess data for use by team members and contract leadership
  • Establish documents, and refines the processes and procedures required to ensure quality service delivery
  • Develop metrics and reporting methodologies to measure process performance and improvement
  • Work directly with ITIL process analysts to mentor them in the gathering, interpretation, trending, and reporting of process related data
  • Work directly with the ITIL process expert to ensure process improvement initiatives align with best practice guidance within the ITIL process life-cycle
  • Cooperate with other ITIL process managers to ensure inter-process activities are well maintained and transition smoothly across the ITIL process life-cycle
  • Ensure organization is sufficiently trained on ITIL awareness and service management activities
  • Provide organizational leadership with analyses of the information collected through the execution of process activities and recommend courses of action for the purposes of making operational, tactical, or strategic decisions
  • Prepare and presents to organizational leadership a monthly overview of process related metrics and activities, including but not limited to:
    • Achievement of KPIs and in process improvement metrics
    • Status of process improvement efforts underway or in the pipeline
    • Ad hoc requirements as requested by the customer
    • Other duties as assigned
    • Manage direct reports
  • HS +8 or AA/AS +6 or BA/BS +4 year of ITIL experience
  • ITIL Foundation certification required w/in 90 days of hire
  • ITIL Intermediate required w/in 6 months of hire
  • Experience working in a dynamic military environment
  • Excellent communication and presentation skills, both written and verbal
  • Excellent PC skills utilizing the Microsoft Office suite (Word, Excel, PowerPoint, Visio, Project
  • Secret clearance or ability to obtain interim
  • Strong understanding of ITIL framework
  • Experience supporting existing and designing new ITIL support process
  • Proven ability to properly prioritize and execute tasks with a multiple competing priorities
  • Strong management and leadership skills
  • Proven past performance of proper IT Service Management planning
  • Understanding of ITIL based reporting and how to use this information to drive operation improvement and efficiency


  • Previous experience in  Service Management team lead role
  • Previous experience with an IT Service Management tool (BMC Remedy, ServiceNow)


  • Work environment is normal office setting


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