Remote Service Delivery SME — ITIL/ServiceNow Expert

DMI (Digital Management, Inc.); United States; Hybrid; USD 176,000 - 220,000; Full time

Job summary

DMI, LLC seeks a Service Delivery Subject Matter Expert to act as the customer-facing authority on a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms.

The role leads cross-functional groups, owns service performance measurement, and guides transitions of new capabilities into operations. It emphasizes process design, facilitation, and data-driven improvements, with a hybrid work arrangement in Washington, DC, and on-site engagement as needed.

Qualifications

• Substantial hands-on experience in IT service management, including process design, service transition, and service performance measurement in an enterprise environment.
• Demonstrated ability to facilitate and lead cross-functional working groups with business and technical stakeholders, including senior staff.
• Experience defining, reporting, and acting on service performance metrics and key performance indicators.
• Working knowledge of ServiceNow as a service delivery platform, including how service processes map onto it and where customization creates long-term cost.
• Experience supporting service transition and operational onboarding of new capabilities.
• Demonstrated ability to document current-state processes accurately in an environment where written process documentation is incomplete.
• Strong written and verbal communication skills.
• Prior Federal or Legislative Branch service desk or service delivery experience.
• Working knowledge of established IT service management practice frameworks.
• Experience building a service performance baseline from poor-quality or fragmented source data.
• Experience supporting a platform maturity assessment or IT service management transformation.
• This position is designated Key Personnel under the contract. Substitution requires customer notification and approval.
• Deliverables are subject to formal Government review and written Contracting Officer's Representative (COR) acceptance.

Responsibilities

• Serve as primary point of contact for customer stakeholders and create service roadmaps in coordination with customer leadership.
• Facilitate and lead cross-functional working groups producing workflow and process documentation.
• Collect and validate requirements, and coordinate stakeholder participation in testing and sign-off.
• Manage and oversee delivery of ServiceNow support and development services, ensuring alignment with agreed requirements and performance goals and objectives.
• Coordinate across development, testing, training, and change management functions so service outcomes, not just platform releases, are delivered.
• Develop, monitor, and report on service performance metrics, identifying areas for improvement.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Establish performance baselines where existing data is incomplete or of poor quality, and propose defensible key performance indicators and benchmarking measures.
• Support service transition activities, ensuring new services are effectively onboarded and integrated into operations.
• Confirm operational readiness, support model coverage, and documentation sufficiency before a capability is accepted into production service.
• Contribute substantively to the Current-State Assessment covering service delivery models, processes, workflows, support models, platform utilization, pain points, manual processes, dependencies, governance, and training.
• Contribute to the Future-State Service Delivery Model, Baseline Performance Assessment, and Gap and Root Cause Analysis.

Skills

ITSM process design

Cross-functional facilitation

Service performance metrics

ServiceNow knowledge

Platform maturity assessment

Federal experience

Education

Bachelor of Science degree

Ten+ years of relevant experience

ITIL certification

ServiceNow certification or equivalent

Tools

ServiceNow

Job description

DMI, LLC seeks a Service Delivery Subject Matter Expert to act as the customer-facing authority on a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms.

The role leads cross-functional groups, owns service performance measurement, and guides transitions of new capabilities into operations. It emphasizes process design, facilitation, and data-driven improvements, with a hybrid work arrangement in Washington, DC, and on-site engagement as needed.