ITSMO Lead: Enterprise IT Service Management Excellence

CACI International; United States; On-site; USD 121,000 - 266,000; Full time

Job summary

CACI International is seeking an IT Service Management Office Lead for the GMOS contract, supporting the Department of State. You will guide a high-performing team and establish ITIL-aligned processes across incident, change, and service level management to deliver enterprise IT services.

This role emphasizes deployment readiness, performance metrics, interagency collaboration, and production readiness reviews, with responsibility for budgeting, staffing, and continuous improvement in a large,

Qualifications

• BA/BS degree plus 13 years IT leadership experience.
• Active Secret clearance.
• Extensive ITSM program leadership in large environments.
• Experience implementing ITIL processes (Incident, Problem, Change, Configuration, Knowledge, Request, and Service Level).
• Experience leading readiness and transition activities for production deployments.
• Experience establishing SLAs, SLOs, KPIs, and dashboards.
• Experience partnering with Product, Engineering, and Operations teams.

Responsibilities

• Provides technical and management leadership for IT project management services across portfolios.
• Establishes structured processes engaging Product Teams through the product lifecycle.
• Advises on infrastructure, security, monitoring, and support aligning with DoS standards.
• Develops deployment readiness checklists and oversees completion prior to deployment.
• Supports interagency data sharing initiatives and represents DoS interests.
• Develops performance management and customer experience programs with corrective actions.
• Documents SLAs, SLOs, KPIs and continuous improvement methodologies.
• Conducts pre-deployment reviews and provides post-deployment support.
• Leads major assignments with budgeting, methods, and staffing responsibilities.

Skills

ITSM leadership

ITIL governance

Stakeholder leadership

Governance

Education

BA/BS + 13 years experience

Tools

ServiceNow

ITSM platforms

Job description

CACI International is seeking an IT Service Management Office Lead for the GMOS contract, supporting the Department of State. You will guide a high-performing team and establish ITIL-aligned processes across incident, change, and service level management to deliver enterprise IT services.

This role emphasizes deployment readiness, performance metrics, interagency collaboration, and production readiness reviews, with responsibility for budgeting, staffing, and continuous improvement in a large,