IT Service Management Office Lead – Strategy & Delivery

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

Job summary

CACI International Inc. seeks an IT Service Management Office Lead to guide a high‑performing team on the GMOS contract for the Department of State. You will drive ITSM governance, process improvement, and deployment readiness across enterprise IT services.

Join a mission-critical program that modernizes applications and infrastructure, partners with DoS and interagency teams, and emphasizes service quality, metrics, and continual improvement.

Qualifications

• BA/BS degree and 13+ years of relevant IT leadership experience.
• Active Secret clearance.
• Experience leading ITSM programs in large, complex environments.
• Expert in ITIL processes (Incident, Problem, Change, Configuration, Knowledge, Request, and Service Level Management).

Responsibilities

• Provides technical and management leadership for IT project management services supporting DT/EA/CST Portfolio and Product Teams, coordinating with assigned Government representatives for project execution and documentation.
• Establishes and maintains structured processes to engage with Product Teams throughout the entire product lifecycle from initial planning through deployment and ongoing support, ensuring early and continuous Enterprise Operations involvement.
• Advises Product Teams on operational requirements, including infrastructure, security, monitoring, and support to ensure alignment with Enterprise Operations standards, DoS policies, and industry best practices.
• Develops, maintains, and updates deployment readiness checklists that capture all required operational activities, ensuring Product Teams adhere to these checklists and providing oversight to confirm completion of all items prior to deployment.
• Supports data sharing and electronic transfer initiatives with interagency partners, including DHS, DOJ, DoW, and other agencies, representing DoS's technical and subject matter interests on relevant interagency calls.
• Develops and implements comprehensive performance management and customer experience programs that measure service quality, user satisfaction, and operational effectiveness, requiring corrective action plans for identified non-compliance.
• Collaborates with designated stakeholders to identify all operational services requiring Performance Management Metrics, documenting standard definitions for SLAs, SLOs, and KPIs, and proposing continuous improvement methodologies for Government approval via Performance Management Plan.
• Conducts pre-deployment reviews with Product Teams using deployment readiness checklists to validate readiness, documents and tracks any issues identified, and provides post-deployment support ensuring smooth transition to production.
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing.

Skills

ITSM leadership

ITIL processes

SLA/SLO/KPI management

Stakeholder collaboration

Enterprise IT governance

Education

BA/BS + 13 years experience

Tools

ServiceNow

Job description

CACI International Inc. seeks an IT Service Management Office Lead to guide a high‑performing team on the GMOS contract for the Department of State. You will drive ITSM governance, process improvement, and deployment readiness across enterprise IT services.

Join a mission-critical program that modernizes applications and infrastructure, partners with DoS and interagency teams, and emphasizes service quality, metrics, and continual improvement.