Onsite Service Management Lead / Point of Contact

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Onsite Service Management Lead / Point of Contact

Location: Boston, MA,

Position:

Onsite Service Management Lead / Point of Contact

Reports To:

FLSA:

Exempt

Location:

Boston, MA,

Posted:

4/29/26

Job Description

Embrace the opportunity to join Innovate! Inc. and become a valued member of our team. We are seeking driven individuals who are passionate about leveraging technology to tackle environmental challenges and drive positive change. If you thrive in a collaborative, fast-paced environment and are eager to contribute your skills and expertise to innovative projects, we invite you to explore this exciting opportunity further. Read on to learn more about how you can be part of our dynamic team.

Innovate! Inc. is seeking an Onsite Service Management Lead / Point of Contact for the Region 1 Boston location. This individual will serve as the primary onsite liaison between the client’s Contracting Officer’s Representative and the contractor team. This role is responsible for receiving and implementing technical direction, managing and supervising contractor operations and performance, and ensuring IT support services are delivered effectively in alignment with ITIL-based processes and ISO 20000 service management standards. The individual will be stationed at the Boston Regional Office as the permanent duty location for the region’s project manager designee and will support recurring onsite meetings, service lifecycle management, continual process improvement, reporting, staffing coordination, transition planning, SOP development, and integration with established client processes and procedures.

*Contingent upon contract being awarded*

Location: Candidate must work on-site in Boston, MA

Salary Range: $115,000 - $135,000

Position status: Full Time; with benefits

Benefits include: Medical, Dental, Vision, 401K with match, Life Insurance, and PTO

KEY RESPONSIBILITIES :

• Serve as the primary onsite Point of Contact and liaison to the client representative.
• Receive, interpret, and implement technical direction from the client’s designated government representative.
• Manage and supervise contractor operations, staff performance, and service delivery activities.
• Attend onsite meetings, including recurring status or issue-resolution meetings, as requested.
• Oversee IT support services and ITIL-aligned service management processes to ensure effective execution.
• Lead continual service improvement activities and manage the lifecycle of assigned services.
• Provide oversight and guidance for service processes, procedures, work instructions, and related tools.
• Support knowledge management, training, and education programs for contractor staff.
• Align service management activities with ISO 20000 Information Technology Service Management standards.
• Coordinate with service managers, functional leaders, engineering teams, operations teams, service desk teams, other contractors, and client service providers.
• Develop and submit draft and final transition plans.
• Prepare and maintain staffing management plans for assigned contractor personnel.
• Prepare monthly operational status reports summarizing completed work, staffing, financials, issues, risks, and challenges.
• Support project planning and facilitate implementation of approved IT projects.
• Participate in authorized onsite meetings and prepare or present briefings and debriefings on work progress.
• Prepare white papers and draft responses to IT-related data calls, as requested.
• Develop and maintain Standard Operating Procedures to identify collaborative opportunities and support process interaction with government and contractor IT groups.
• Present SOPs for review and approval prior to implementation.
• Facilitate integration with established client processes and procedures.

REQUIRED SKILLS AND TECHNICAL EXPERTISE :

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or a related discipline preferred.
• Equivalent combination of education, training, certifications, and relevant experience may be considered.
• Experience managing IT service delivery, technical operations, or contractor support teams in a client-facing environment.
• Experience supporting government, public sector, or large enterprise IT environments preferred.
• Experience with ITIL-based service management, service lifecycle management, and operational reporting.
• Experience developing staffing plans, transition plans, SOPs, project documentation, and executive-level status reports.
• Experience coordinating technical teams across multiple functional areas, including engineering, operations, and service desk support.

EDUCATION & EXPERIENCE REQUIREMENTS :

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or a related discipline preferred.
• Equivalent combinations of education, training, certifications, and relevant experience may be considered.
• Experience managing IT service delivery, technical operations, or contractor support teams in a client-facing environment.
• Experience supporting government, public sector, or large enterprise IT environments preferred.
• Experience with ITIL-based service management, service lifecycle management, and operational reporting.
• Experience developing staffing plans, transition plans, SOPs, project documentation, and executive-level status reports.
• Experience coordinating technical teams across multiple functional areas, including engineering, operations, and service desk support.

PREFERRED QUALIFICATIONS :

• ITIL Foundation or higher certification.
• ISO 20000 familiarity or certification.
• Project management experience or certification, such as PMP, CAPM, or equivalent.
• Experience supporting federal government IT contracts or task orders.
• Prior experience serving as an onsite Service Management Lead, Project Manager, Program Lead, or client-facing Technical Lead.
• Experience managing geographically distributed IT support staff.
• Familiarity with government contracting environments, client reporting expectations, and COR-facing communications.
• Experience supporting transition-in activities, service modernization, process improvement, and operational governance.
• Strong ability to prepare polished client-facing deliverables, including briefings, white papers, SOPs, and monthly status reports.

LEARN MORE ABOUT US

Innovate! Inc. is a certified woman-owned consulting firm founded in 2002 by Lily Thomas. We provide innovative solutions to management, technology, and program challenges, with a focus on performance, integrity, and building lasting partnerships with our clients. Our team of over 100 experts includes IT and geospatial specialists, program and project management consultants, environmental scientists, and communications and outreach strategists. Our clients include federal, state, tribal, and local governments, private industry, non-profit organizations, higher education institutions, and utilities. Recent awards we received for excellent service include the 2022 SAG Team Award and 2022 Esri Partner Conference High Potential Award.

Innovate is a fast-paced, rapidly growing group of entrepreneurs creating a culture of excellence. Rapid advancement within our organization is not only possible but also encouraged. To view our website, visit innovateteam.com.

Innovate is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you have a disability and require reasonable accommodation to complete any part of the application process or cannot access or use this online application process and need an alternative method for applying, please contact us at [email protected].