IT Service Management Office Lead — Global Operations

CACI; Reston (VA); On-site; USD 121,000 - 266,000; Full time

Job summary

CACI is seeking an IT Service Management Office Lead for the GMOS contract to guide the ITSM program, oversee a talented team, and align delivery with DoS policies. This role focuses on enterprise operations, governance, and performance management.

You will partner with Product Teams, engineering, and interagency partners to ensure deployment readiness, incident management, and continuous improvement while maintaining security clearances and meeting mission needs.

Qualifications

• BA/BS + 13 years of relevant IT experience.
• Active Secret clearance.
• Extensive experience leading enterprise ITSM programs, governance, and service delivery.
• Experience establishing ITIL-aligned processes: Incident, Problem, Change, Configuration, Knowledge, Request, SLA/SLO management.
• Experience leading operational readiness and service transition activities.
• Experience establishing and managing SLAs, SLOs, KPIs, dashboards, and corrective actions.
• Experience partnering with Product Teams, engineering, infrastructure, cybersecurity, and operations.
• Experience with ITSM platforms such as ServiceNow and using data to identify trends and improvements.
• Strategic ITSM leadership and governance with advisory role to senior stakeholders.

Responsibilities

• Provides technical and management leadership for IT project management services supporting Portfolio and Product Teams.
• Establishes structured processes to engage with Product Teams through the product lifecycle.
• Advises Product Teams on operational requirements including infrastructure, security, monitoring, and support.
• Develops deployment readiness checklists and ensures completion prior to deployment.
• Supports interagency data sharing initiatives and represents DoS interests on calls.
• Develops performance management and customer experience programs with corrective actions for non-compliance.
• Documents standard definitions for SLAs, SLOs, KPIs and proposes improvements.
• Conducts pre-deployment reviews and provides post-deployment support for production readiness.
• Leads major assignments with responsibility for financial management, methods, and staffing.

Skills

ITSM leadership

ITIL processes

ServiceNow

governance

deployment readiness

performance metrics

cross-functional collaboration

Education

BA/BS + 13 years experience

Tools

ServiceNow

Job description

CACI is seeking an IT Service Management Office Lead for the GMOS contract to guide the ITSM program, oversee a talented team, and align delivery with DoS policies. This role focuses on enterprise operations, governance, and performance management.

You will partner with Product Teams, engineering, and interagency partners to ensure deployment readiness, incident management, and continuous improvement while maintaining security clearances and meeting mission needs.