ITSM Lead

 Customer requires enterprise architecture, assessment, modernization, integration, and project management support for its IT Enterprise and large-scale programs.

The IT Service Management Lead will serve as a strategic leader for service management transformation, helping establish IT Service Management as an enterprise operating model rather than a collection of operational processes. The position will drive service portfolio development, business relationship management, demand management, customer engagement, continual service improvement, and service ownership practices that enable proactive planning, improved customer outcomes, and alignment between technology investments and mission needs.

The initiative will evaluate whether current enterprise services can securely and reliably support large-scale development, testing, performance, scalability, failover, and production operations. The work includes assessments of enterprise technology capabilities, including the ServiceNow platform, enterprise network architecture, Microsoft Intune mobility environment, and the integration of enterprise applications with external vendor mobile devices and supporting systems.

Position Description: The IT Service Management Lead will help transform the organization from a reactive ticket-driven support model to a proactive service-oriented operating model focused on customer outcomes, service ownership, demand management, continual improvement, and strategic technology planning.

The IT Service Management Lead will lead the transformation, assessment, analysis, modernization, and improvement of the enterprise ITSM capabilities, with primary emphasis on the ServiceNow platform and the operational processes required to support the IT Enterprise and programs.

The ITSM Lead will coordinate with IT divisions, program stakeholders, enterprise service owners, technical teams, cybersecurity personnel, architects, project managers, contractors, and other stakeholders to evaluate the current ITSM environment.

The Lead will assess process maturity, platform configuration, service delivery effectiveness, CMDB health, integrations, governance, security, scalability, reporting, automation capabilities, customer engagement practices, service ownership models, service portfolio maturity, and demand management effectiveness.

The position will translate findings into actionable recommendations, including process improvements, service model enhancements, platform modernization priorities, operating model changes, governance improvements, implementation roadmaps, and potential alternative solutions.

The ITSM Lead will ensure recommendations align with enterprise architecture, cybersecurity requirements, project management practices, quality standards, federal requirements, and applicable enterprise policies.

This is a hands-on leadership position requiring a combination of ServiceNow platform knowledge, ITSM expertise, service management transformation experience, stakeholder facilitation, requirements management, enterprise architecture awareness, organizational change leadership, and the ability to communicate complex technical findings to both operational teams and executive leadership.

Requirements

The ITSM Lead will define and mature a service-oriented operating model that establishes clear service ownership, customer engagement, demand management, service portfolio governance, and service performance accountability across the enterprise. The Lead will help identify and document enterprise services, establish service definitions and ownership models, facilitate service reviews, and ensure that service investments align with organizational priorities and operational needs.

The Lead will collaborate with service owners, technical teams, program stakeholders, and executive leadership to establish proactive engagement models, identify emerging business requirements, evaluate customer demand trends, facilitate demand intake and prioritization activities, support capacity planning, align future service investments with organizational priorities and mission needs, and establish mechanisms for continuous feedback and service improvement.

The ITSM Lead will help develop and maintain service portfolio management, service catalog management, and customer relationship management practices that improve visibility into technology capabilities, service consumption, operational performance, customer satisfaction, and future technology needs.

The ITSM Lead will facilitate service governance activities, support service review boards, develop service performance reporting, and help establish decision-making processes that align technology investments, operational priorities, customer needs, and organizational objectives.

The Lead will establish service performance measures focused on customer outcomes, service value, operationa