Service Domain Lead

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Job Description

The Service Domain Lead is responsible for the overall leadership, delivery, operational performance, and strategic direction of the workstream. The Service Domain Lead serves as the primary customer-facing leader and maintains accountability for workforce management, service delivery, operational excellence, contract performance, and program growth. This position also functions as a Site Lead and provides leadership oversight across all locations, workstreams, Site Leads, Supervisors, and SMEs. The Service Domain Lead establishes priorities, removes organizational barriers, drives accountability, and ensures alignment between customer expectations, contractual requirements, and operational execution. The Service Domain Lead focuses on leading the business, leading the workforce, and ensuring successful delivery of the program. This role is focused on leadership rather than administrative processing.

Key Responsibilities

• Lead the service domain, setting strategy, operational direction, and ensuring program performance
• Serve as the primary customer representative and final escalation point for issues
• Oversee staffing strategy, workforce planning, and personnel decisions across all teams and sites
• Monitor SLAs, operational metrics, risks, and direct responses to critical events
• Provide onsite leadership and coordinate with PMO, facilities, and local teams to maintain operational readiness.

Here's What You Need:

• Master's degree + 8 years of relevant experience, OR Bachelor's degree + 12 years of relevant experience (including prior program/project leadership)
• Demonstrated experience leading a multi-site services program, including customer and contract management
• Demonstrated leadership experience; setting strategic direction, driving accountability, and developing future leaders
• Strong contract management skills (budget, staffing strategy, resource allocations)

Bonus Points If You Have:

• Prior experience as a Program Manager on a similar cleared, multi-site program