Senior ITIL Services Master / Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI is seeking a high-impact Senior ITIL Services Master/Manager to lead enterprise-wide IT Service Management (ITSM) strategy and operations. This role demands a hands-on expert with a proven track record of designing, optimizing, and governing ITIL-based service delivery frameworks in large-scale, mission-critical environments. You will be responsible for operational excellence across all core ITIL disciplines—Incident, Problem, Change, Configuration, Service Catalog, Asset, and Continual Service Improvement.

 

This is not a checkbox role. We need a strategic thinker and operational tactician who can challenge the status quo, align IT with business objectives, and drive efficiency, reliability, and customer satisfaction.

 

Key Responsibilities:

 

• Own the end-to-end ITSM lifecycle, serving as the organizational authority on ITIL best practices.
• Lead governance, design, and continual improvement of all core ITIL processes (ITIL v4 preferred).
• Drive maturity of service management practices through data-driven KPIs, audits, and root cause analysis.
• Oversee the Configuration Management Database (CMDB) and ensure data integrity, federation strategy, and integration with other systems.
• Define and enforce change control policies to minimize risk and downtime across the enterprise.
• Lead the development and maintenance of a centralized Service Catalog and Request Fulfillment process.
• Build and mentor a distributed team of process owners, service delivery managers, and ITSM analysts.
• Partner with infrastructure, application, cybersecurity, and business units to ensure seamless, value-driven service delivery.
• Evaluate and implement ITSM tools (ServiceNow, BMC Remedy, etc.) to support automation, orchestration, and analytics.
• Create and present executive-level reports and roadmaps for service performance, risks, and improvement initiatives.
• Stay ahead of evolving industry standards (DevOps, SRE, Agile, Lean IT) and integrate as appropriate into ITIL operations.

Qualifications

Minimum Qualifications:

 

• Bachelor’s degree in Information Technology, Business, or related field (Master’s preferred).
• ITIL v4 Managing Professional (MP) or ITIL Master certification.
• 10+ years in ITSM roles, including 5+ years at a senior management level.
• Deep hands-on experience with one or more major ITSM platforms (ServiceNow, BMC, Cherwell).
• Proven success in designing and implementing ITIL-aligned processes across enterprise IT environments.
• Strong understanding of governance, risk, compliance (GRC), and enterprise service delivery frameworks.
• Demonstrated ability to lead cross-functional teams and manage competing priorities in high-pressure environments.

Preferred Qualifications:

• Experience supporting or delivering IT services in Federal or regulated environments (e.g., FedRAMP, FISMA, ISO 20000).
• Knowledge of adjacent frameworks and practices: COBIT, TOGAF, NIST, DevOps, Agile/SAFe.
• Strong understanding of automation tools and integration between ITSM, CMDB, monitoring, and asset systems.
• PMP or Six Sigma certification a plus.

What Success Looks Like:

• ITSM KPIs show marked improvement within 6–12 months (MTTR, change success rate, SLA adherence).
• CMDB accuracy exceeds 95%, with active integrations supporting impact analysis.
• Business stakeholders report increased satisfaction with IT services, responsiveness, and reliability.
• Governance boards and audit findings reflect enhanced maturity and reduced operational risk.

 

Min Citizenship Status Required: Must be a U.S. Citizen

 

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA 

 

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet v