Service Relationship Manager (SRM)
CACI International IncAbout the role
The Service Relationship Manager (SRM) leads the integration of new and legacy Service Providers and Services into the Multi-sourcing Service Integration (MSI) environment. The focus of the SRM position will be on the integration of ServiceNow with upstream and downstream systems of IT Service Providers. This is a highly challenging position that requires strong communication skills and the ability to work with senior stakeholders across the organization.
Work closely with our Business Partners and Service Providers to support integration efforts into the IT Services Ecosystem
Facilitate requirements discussions and TEMs with Service Providers and stakeholders
Interpret customer requirements to support onboarding activities to the ITSM Ecosystem and ServiceNow tool
Identify solutions based on assessments against requirements (business impacts and schedule)
Support the development of solutions to ServiceNow modules like ITSM, CMDB, and Knowledge
Serve as an advocate of the Service Provider and Mission Partners through the MSI Governance model
Collaborate with ITSM Process Owners to design, develop, test, and implement solutions as well as identify initiatives for Continual Service Improvement (CSI)
Responsible for supporting and tracking enhancements for Service Provider
Ensure ServiceNow and ITSM best practices are enforced to prevent an impact on future upgrades and system performance
Support configuration efforts for out-of-the-box workflows and creation of custom workflows
Experience in project management and creating project documentation per project goals and objectives
Evaluate Service Provider metrics and Key Performance Indicators (KPI)
Responsible for facilitating the process to collect and define client requirements
Provide advice and recommendations on process best practices
Perform analysis of business or systems processes to identify improvements
Work with clients to understand and define needs and develop and recommend solutions
Interact and communicate with end-users, management, vendors, and IT personnel
Produce functional design specifications based on user requirements
Support continual improvement of SRM business processes as IT process maturity dictates
Required Skills
An Active TS/SCI Clearance with Polygraph
Bachelor of Science degree from an accredited college in Computer Science or technical discipline in related field
Ability to be a self-starter, pay strict attention to detail, and multitask across multiple projects and clients in a fast-paced, team-based environment.
Solid understanding of ITIL
Good understanding of ServiceNow
Strong analytical, problem-solving, and decision-making capabilities
Demonstrates a high degree of customer service and teamwork
Ability to work independently
An aptitude to learn new technology quickly
Excellent written and oral communication skills
The ability to work independently and as part of a team
Desired Qualifications:
Project Management Professional (PMP)
ServiceNow Certified Implementation Specialist – ITSM
ITIL V4 Certified
Hands-on experience with one or more implementations of ServiceNow ITSM, ITOM, ITBM, Discovery, CMDB, and knowledge.
Experience in Hardware and Software Asset Management (HAM, SAM) modules.
Experience with Application and Technology Portfolio Management (APM, TPM) modules.
Experience with Event Management (EM) and integrations.
______________________________________________________________________________
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s