ITSMO Lead: Enterprise Service Delivery & Governance

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

Job summary

CACI International Inc is seeking an IT Service Management Office Lead for the GMOS contract supporting the Department of State. You will lead a high-performing team, establish governance, and drive ITIL-aligned processes across incident, problem, change, configuration, and service level management to ensure reliable operations.

The role involves collaboration with DoS and interagency partners, deployment readiness, performance metrics, and continuous improvement, with travel up to 10% and a

Qualifications

• BA/BS + 13 years of relevant experience; equivalencies considered
• Active Secret clearance
• Extensive experience leading enterprise IT Service Management (ITSM) programs, governance, and service delivery within large-scale environments
• Experience establishing ITIL-aligned processes including Incident, Problem, Change, Configuration, Knowledge, Request, and Service Level Management
• Experience leading operational readiness and service transition activities including deployment readiness reviews and transition to ongoing support
• Experience establishing and managing SLAs, SLOs, KPIs, dashboards, and corrective action plans
• Experience partnering with Product Teams, engineering, infrastructure, cybersecurity, application development, and operations teams
• Experience with ITSM data to identify trends, risks, and improvement opportunities
• Strategic ITSM leadership and governance; advising senior Government stakeholders

Responsibilities

• Provides technical and management leadership for IT project management services supporting Portfolio and Product Teams, coordinating with Government representatives
• Establishes and maintains structured processes to engage with Product Teams through the product lifecycle from planning to deployment and support
• Advises Product Teams on operational requirements including infrastructure, security, monitoring, and support to align with standards and DoS policies
• Develops, maintains deployment readiness checklists and ensures completion prior to deployment
• Supports data sharing and interagency initiatives, representing DoS on interagency calls
• Develops and implements performance management and customer experience programs with corrective action plans for non-compliance
• Collaborates with stakeholders to identify operational services requiring PM metrics; defines SLAs, SLOs, KPIs; proposes improvements
• Conducts pre-deployment reviews using readiness checklists and provides post-deployment support
• Provides technical/management leadership on major assignments; sets goals and manages finances, methods, and staffing

Skills

ITSM leadership

Governance

Incident/Problem/Change

SLA/SLO/KPI

ServiceNow

Cross-functional collaboration

DoS/government work

Education

BA/BS

Tools

ServiceNow

Job description

CACI International Inc is seeking an IT Service Management Office Lead for the GMOS contract supporting the Department of State. You will lead a high-performing team, establish governance, and drive ITIL-aligned processes across incident, problem, change, configuration, and service level management to ensure reliable operations.

The role involves collaboration with DoS and interagency partners, deployment readiness, performance metrics, and continuous improvement, with travel up to 10% and a