Remote Service Delivery Expert – ServiceNow & Processes

DMI; United States; Hybrid; USD 158,000 - 194,000; Full time

Job summary

DMI is seeking a Service Delivery Subject Matter Expert to act as the customer-facing service management authority on a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms (SAA).

The role centers on process design, facilitation, measurement, and distinguishing between process vs platform issues. The position requires extensive ITSM expertise, cross-functional leadership, and experience with ServiceNow in an enterprise or federal context.

Qualifications

• Bachelor of Science degree.
• Ten or more years of relevant experience.
• ITIL certification.
• ServiceNow certification or demonstrated equivalent platform expertise.

Responsibilities

• Serve as the primary point of contact for customer stakeholders and create service roadmaps.
• Facilitate and lead cross-functional working groups producing workflow and process documentation.
• Manage and oversee delivery of ServiceNow support and development services, ensuring alignment with requirements and performance goals.
• Coordinate across development, testing, training, and change management to deliver service outcomes.
• Develop, monitor, and report on service performance metrics and identify areas for improvement.
• Support service transition activities and ensure operational readiness and documentation sufficiency.

Skills

IT service management

Facilitation

Stakeholder engagement

Performance metrics

Process design

Documentation

Strong communication

Federal experience

ServiceNow knowledge

Education

Bachelor of Science degree

Ten+ years of relevant experience

ITIL certification

ServiceNow certification or equivalent

Tools

ServiceNow

Job description

DMI is seeking a Service Delivery Subject Matter Expert to act as the customer-facing service management authority on a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms (SAA).

The role centers on process design, facilitation, measurement, and distinguishing between process vs platform issues. The position requires extensive ITSM expertise, cross-functional leadership, and experience with ServiceNow in an enterprise or federal context.