Remote Senior ITSM & Service Management Lead

DecisionPoint | Cortek; USA; Remote; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

DecisionPoint | Cortek seeks a Senior ITSM Lead to own the ITSM Plan and Service Management System for the USMEPCOM ENLIST program. This role drives enterprise IT service-management governance, process integration, and ITIL best-practice adoption across required service-management processes.

The position is remote with preference for near Chicago. The role collaborates with program leadership, process owners, and technical teams to improve service outcomes and maturity, overseeing SLAs/SLOs,

Qualifikationen

• Own and advance the ITSM Plan and Service Management System.
• Lead ITIL best-practice adoption and progression toward ITIL Version 5.
• Define ownership, accountability, and governance for service-management processes.

Aufgaben

• Own the development and improvement of the ITSM Plan.
• Govern the Service Management System, policies, processes, roles, and reporting.
• Lead the implementation of all required service-management processes across ENLIST tasks.
• Define governance, escalation paths, interfaces, and decision authorities.
• Develop an ITSM maturity roadmap aligned with government requirements.
• Oversee SLAs, SLOs, KPIs, and operating-level expectations.
• Promote consistent service delivery across the full service lifecycle.
• Provide status updates for reports and executive briefings.
• Coordinate with stakeholders including government personnel and subcontractors.

Kenntnisse

ITSM governance

ITIL best practices

Service-management leadership

Performance management

Process integration

Jobbeschreibung

DecisionPoint | Cortek seeks a Senior ITSM Lead to own the ITSM Plan and Service Management System for the USMEPCOM ENLIST program. This role drives enterprise IT service-management governance, process integration, and ITIL best-practice adoption across required service-management processes.

The position is remote with preference for near Chicago. The role collaborates with program leadership, process owners, and technical teams to improve service outcomes and maturity, overseeing SLAs/SLOs,