Enterprise ITSM & CSI Lead: Drive Service Excellence

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

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.