Enterprise ITSM & Continual Service Improvement (CSI) Lead

Quantum Sky; Arlington (VA); On-site; USD 150,000 - 210,000; Full time

Job summary

Quantum Sky is seeking an Enterprise ITSM & CSI Lead to govern and mature IT Service Management across a large DoD program. The role requires onsite presence in Arlington, VA with some travel, coordinating CABs, dashboards, and CSI initiatives.

You will drive incident, problem, change, knowledge, and service continuity processes, partnering with Service Owners, Security, PMO, and operations to deliver measurable improvements and regulatory alignment.

Qualifications

• Education: MA/MS. Substitution: BA/BS with 12+ years of relevant experience.
• 10+ years IT service operations or service management, including 5+ years leading enterprise ITSM.
• ITIL 4 Foundation certification required.
• Experience with ITSM platforms (BMC Helix preferred).
• Secret clearance at time of submission.

Responsibilities

• Own and continuously improve the enterprise ITSM framework (Incident, Problem, Change, Request, Knowledge, Service Level, Service Catalog/CMDB, and Service Continuity).
• Establish governance, process controls, and operating procedures; run the ITSM Process Council and chair/coordinate CABs as needed.
• Define service KPIs and SLOs; implement dashboards and scorecards; lead reviews to identify trends, root causes, and improvement opportunities.
• Maintain the CSI roadmap and backlog; quantify value, set hypotheses, and lead cross-functional improvement sprints; validate benefits post-implementation.
• Partner with Service Owners, Operations, Security, and PMO to integrate ITSM into day-to-day execution and projects.
• Drive Problem Management, including trend analysis, Known Error DB, and permanent fixes to reduce repeat incidents.
• Strengthen Change Management hygiene; risk assessment, testing, backout plans, post-implementation reviews.
• Advance Service Continuity practices and ensure alignment to requirements.
• Ensure Service Catalog and CMDB integrity; enable impact analysis for incidents/changes.
• Evolve request fulfilment workflows; enable self-service and automation.
• Lead knowledge management and embed knowledge into processes and self-service.
• Champion customer and employee experience; capture Voice of the Customer and incorporate into CSI initiatives.
• Defines ITSM policies, standards, and process designs; priority CSI backlog across functions.
• Integrate ITSM with enterprise platforms and tooling; drive data quality and interoperability.
• Establish audit-ready processes; maintain evidence and controls for audits.
• Provide coaching and training for process owners and teams; develop competencies.

Skills

ITSM leadership

Stakeholder management

CAB facilitation

Data-driven improvement

Analytics

ITIL knowledge

ISO/IEC 20000 / NIST controls

BMC Helix

Problem management

Change management

Education

MA/MS or BA/BS +12 years experience

Tools

BMC Helix

Job description

Description

Quantum Sky is searching for anEnterprise ITSM & Continual Service Improvement (CSI) Leadto support a large, multi-site Department of Defense IT and Cybersecurity program for the F-35 Lightning II Joint Program Office. Reporting to the Program Manager, the Enterprise ITSM & Continual Service Improvement (CSI) Leadis responsible forend-to-end governance, execution, and maturation of IT Service Management processes across the enterprise.

The role drives measurable service outcomes, champions a data-driven improvement culture, and ensures alignment of Incident, Problem, Change, Request, Knowledge, Service Level, and Service Continuity practices with businessobjectivesand regulatory requirements.Onsite presence in Arlington, VA isrequired; periodic (25%) travel will be necessary to support global programobjectives.Reporting Lines & Key Interfaces: Reports toProgram Manager. Interfaces with Service Owners, Operations/NOC, Security/SOC, Architecture, PMO, and Business Relationship Managers.Chairs/coordinates CAB(s) and the ITSM Process Council.

Responsibilities:

• Own and continuously improve the enterprise ITSM framework (Incident, Problem, Change, Request, Knowledge, Service Level, Service Catalog/CMDB, and Service Continuity).
• Establish governance, process controls, and operating procedures; run the ITSM Process Council and chair/coordinate CABs (Change Advisory Boards) as needed.
• Define service KPIs and SLOs; implement dashboards and scorecards; lead review cycles toidentifytrends, root causes, and improvement opportunities (e.g., MTTR, FCR, SLA compliance).
• Maintain the CSI roadmap and backlog; quantify value, set hypotheses, and lead cross-functional improvement sprints;validatebenefits post-implementation.
• Partner with Service Owners, Operations, Security, and PMO to integrate ITSM into day-to-day execution and projects (shift-left, automation, and knowledge re-use).
• Drive Problem Management (proactive and reactive), including trend analysis, Known Error DB, and permanent fixes to reduce repeat incidents.
• Strengthen Change Management hygiene (risk assessment, testing, backout plans, and post-implementation reviews) to maximize change success and minimize disruption.
• Advance Service Continuity practices (impact analysis, resilience patterns, drills, RTO/RPO alignment) and ensure alignment to business and compliance requirements.
• Ensure the Service Catalog and CMDB integrity (service definitions, ownership, relationships, and CI lifecycle); enable impact analysis for incidents/changes.
• Evolve request fulfilment workflows for speed and quality; enable self-service and automation whereappropriate.
• Lead knowledge management (authoring standards, article lifecycle, deflection metrics) and embed knowledge into support processes and self-service.
• Champion customer and employee experience (CSAT/NPS); capture Voice of the Customer and incorporate into CSI initiatives.
• Defines ITSM policies, standards, and process designs; approves process changes and improvement experiments; sets KPI targets with Service Owners and governs adherence; prioritizes the CSI backlog andallocatesimprovement capacity across functions.
• Integrate ITSM with enterprise platforms and tooling (ITSM platform, observability, AIOps, collaboration tools); drive data quality and interoperability.
• Establish audit-ready processes;maintainevidence and controls to support internal/external audits (e.g., ISO/IEC 20000, NIST-aligned internal controls).
• Provide coaching and training for process owners, service desk, and resolver groups; develop role-based competencies and career paths for ITSM functions.
• Report progress, risks, and decisions to leadership; escalatest systemic issues; manage stakeholders and communications across business and IT.

Performance Metrics & Success Criteria:

• IncidentMgmt: MTTR (P2/P3) —Target: < 4hrs/ < 8hrs; Frequency: Daily/Weekly.
• IncidentMgmt: First Contact Resolution — Target: > 65%; Frequency: Monthly.
• ProblemMgmt: Repeat Incident Reduction — Target: > 30% q/q; Frequency: Quarterly.
• ChangeMgmt: Change Success Rate — Target: > 95%; Frequency: Monthly.
• ChangeMgmt: Emergency Changes — Target: < 5% of total; Frequency: Monthly.
• Request Fulfilment: Average Cycle Time — Target: -10% q/q; Frequency: Monthly.
• KnowledgeMgmt: Deflection Rate — Target: > 20%; Frequency: Monthly.
• Service Level: SLA Compliance — Target: > 98%; Frequency: Monthly.
• Continuity: Critical Service Availability — Target: > 99.9%; Frequency: Monthly.
• CSI: Initiatives Delivered — Target: >= 6/quarter; Frequency: Quarterly.
• Customer Experience: CSAT (post-incident) — Target: >= 4.5/5; Frequency: Monthly.

Qualifications

Required:

• Education: MA/MS. Substitution: BA/BS with 12+ years of relevant experience
• Experience: 10+ years in IT service operations or service management, including 5+ years leading enterprise ITSM process ownership.
• Candidate mustdemonstrateproblem control, recognition, research, isolation, resolution, follow-up, and help-desk system experience.
• ITSM Process Ownership: Leadership inincident, major incident, request, problem, change, knowledge, configuration, service catalog, and continual improvement.Demonstrated successestablishingand maturing ITIL-based processes and CSI programs at scale. Experience defining SLAs, XLAs, KPIs, service health dashboards, trend analysis, and service improvement plans. Experience directing major incident response, communications, root-cause analysis, and corrective actions.
• Maintenance of a continual improvement register, prioritizes initiatives, quantifies benefits, and tracking implementation.
• Strong analytics orientation withproficiencyin service metrics, trend analysis, and ROI modeling for improvements.
• Experience with ITSM platforms (BMC Helix preferred), observability/monitoring, and automation/orchestration.
• Working knowledge of service continuity, risk, and compliance practices (e.g., ISO/IEC 20000; NIST-aligned internal controls) and audit evidence requirements.
• Excellent facilitation and stakeholder management skills; able to lead CABs, PIRs, RCA workshops, and executive readouts.
• Certifications: ITIL® 4 Foundation (required).

Desired:

• ITIL® 4 Managing Professional certification.
• Lean Six Sigma Green/Black Belt.
• Hands-on leadership of enterprise ITSM implementations and CSI programs usingBMCHelix(preferred) and AIOps/automation.
• Driving cross-functional improvements with measurable outcomes (e.g., MTTR reduction, change success, deflection rates).
• Governance:Previousexperience chairingservice reviews, CAB/process governance, and cross-functional improvement forums.

Clearance:

• Secret clearance at time of submission.

Location:

• Arlington, VA; onsite presence required with willingness to travelworldwide(25% travel).

About Tyto Athene

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between 175-225K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

The world the mission operates in is going post-quantum, contested, and machine-speed. Quantum Sky engineers the advantage across cyber, networks, software, and quantum because the mission demands dominance, not parity. We don't follow the map. We draw it.

At Quantum Sky, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamQuantumSky?

Quantum Sky Engineering LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.