ITSM Lead
Overview
Strategic leader for service management transformation at Centurion Consulting Group in Suitland MD. Drive enterprise operating model shift toward proactive service management aligning technology investments with mission needs. Hybrid role focusing on service portfolio development and customer outcomes.
What You'll Do11
- 1Define and mature service-oriented operating model establishing clear ownership and performance accountability
- 2Identify and document enterprise services while creating service definitions and ownership models
- 3Facilitate service reviews and ensure investments align with organizational priorities
- 4Collaborate with stakeholders to establish proactive engagement and demand management frameworks
- 5Develop and maintain service portfolio and customer relationship management practices
- 6Facilitate governance activities and support service review boards
- 7Establish performance reporting focused on customer outcomes and business alignment
- 8Assess and improve ITSM processes including Incident Management and Change Enablement
- 9Evaluate ServiceNow platform modules and automation capabilities for large-scale operations
- 10Review CMDB health and configuration governance practices
- 11Identify gaps and recommend enhancements to service management capabilities
Requirements11
- 1Bachelor’s degree in IT or related field with relevant experience
- 2Significant experience in IT service management and enterprise service delivery
- 3Leadership experience transforming ITSM assessments and modernization initiatives
- 4Expertise establishing service-oriented operating models and governance frameworks
- 5Proficiency with ServiceNow platform and its configurations
- 6Demonstrated background in ITIL practices and service management transformation
- 7Ability to conduct maturity assessments and provide actionable recommendations
- 8Experience with stakeholder alignment and cross-functional collaboration
- 9Knowledge of federal cybersecurity and compliance requirements
- 10Strong analytical and communication skills for technical and executive audiences
- 11Certification preferences include ServiceNow CSA and CIS credentials
Salary Insight
$160 - $180k per year
Location
Required Skills
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