Federal Service Delivery SME — ServiceNow & ITIL

Digital Management Llc; Tysons, Washington (VA, District of Columbia); Hybrid; USD 176,000 - 220,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

Annual performance reviews

Tuition assistance

Career growth opportunities

401(k) matches

Life and disability insurance

Wellness programs

Job summary

DMI is seeking a Service Delivery Subject Matter Expert to lead a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms.

The role is customer-facing, focusing on process design, facilitation, measurement, and transitioning new capabilities into operations. You will guide cross-functional groups, own performance metrics, and ensure readiness for production, balancing platform issues with process improvements and governance.

Qualifications

• Substantial hands-on experience in IT service management, including process design, service transition, and service performance measurement in an enterprise environment.
• Demonstrated ability to facilitate and lead cross-functional working groups with business and technical stakeholders, including senior staff.
• Experience defining, reporting, and acting on service performance metrics and key performance indicators.
• Working knowledge of ServiceNow as a service delivery platform, including how service processes map onto it and where customization creates long-term cost.
• Experience supporting service transition and operational onboarding of new capabilities.
• Demonstrated ability to document current-state processes accurately in an environment where written process documentation is incomplete.
• Strong written and verbal communication skills.
• Prior Federal or Legislative Branch service desk or service delivery experience.
• Working knowledge of established IT service management practice frameworks.
• Experience building a service performance baseline from poor-quality or fragmented source data.
• Experience supporting a platform maturity assessment or IT service management transformation.
• This position is designated Key Personnel under the contract. Substitution requires customer notification and approval.
• Deliverables are subject to formal Government review and written Contracting Officer's Representative (COR) acceptance.

Responsibilities

• Stakeholder Engagement and Facilitation
• Serve as the primary point of contact for customer stakeholders and create service roadmaps in coordination with customer leadership.
• Facilitate and lead cross-functional working groups producing workflow and process documentation.
• Collect and validate requirements, and coordinate stakeholder participation in testing and sign-off.
• Service Delivery Oversight
• Manage and oversee delivery of ServiceNow support and development services, ensuring alignment with agreed requirements and performance goals and objectives.
• Coordinate across development, testing, training, and change management functions so service outcomes, not just platform releases, are delivered.
• Performance Measurement and Continuous Improvement
• Develop, monitor, and report on service performance metrics, identifying areas for improvement.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Establish performance baselines where existing data is incomplete or of poor quality, and propose defensible key performance indicators and benchmarking measures.
• Service Transition
• Support service transition activities, ensuring new services are effectively onboarded and integrated into operations.
• Confirm operational readiness, support model coverage, and documentation sufficiency before a capability is accepted into production service.
• Assessment and Planning Deliverables
• Contribute substantively to the Current-State Assessment covering service delivery models, processes, workflows, support models, platform utilization, pain points, manual processes, dependencies, governance, and training.
• Contribute to the Future-State Service Delivery Model, Baseline Performance Assessment, and Gap and Root Cause Analysis.

Skills

IT service management

Facilitation

Metrics reporting

Documentation

Communication

Federal/Legislative experience

Education

Bachelor of Science degree

ITIL certification

ServiceNow certification

Ten+ years of relevant experience

Tools

ServiceNow

Job description

DMI is seeking a Service Delivery Subject Matter Expert to lead a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms.

The role is customer-facing, focusing on process design, facilitation, measurement, and transitioning new capabilities into operations. You will guide cross-functional groups, own performance metrics, and ensure readiness for production, balancing platform issues with process improvements and governance.