Senior Hybrid ITSM/ITIL Transformation Lead

PBG; Washington (District of Columbia); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

401K Retirement Plan

Medical Plan options

Prescription benefit plan

Dental and Vision coverage

Employee Assistance Program

Short term / Long-term disability

Supplemental group life and AD&D

Yearly Bonuses

Generous Paid Time Off / Paid Holidays

Career/Professional DevelopmentProgram

Spot Bonus Program

Job summary

PBG seeks an experienced Lead ITSM/ITIL Consultant to transform its Service Desk into a SLA-driven MSP-delivered function. You will guide current state assessments, design future-state operating models, and define escalation paths and SLAs.

The role requires strong facilitation skills, MSP design experience, and ITIL/ITSM expertise, with heavy stakeholder engagement and governance activities. Hybrid work with potential some on-site in DC.

Qualifications

• Ten (10) years of IT Service Management experience.
• Five (5) years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL/ITSM frameworks and best practices.
• Experience developing SLA/OLA frameworks.
• Experience with MSP operating model design.
• S. citizenship.

Responsibilities

• Lead the current state assessment of Customer Service Desk operations across shifts and document workflows.
• Plan and conduct stakeholder interviews with Service Desk agents, supervisors, IT support teams, end users, and IT leadership.
• Benchmark current state against ITIL/ITSM best practices and HDI/Gartner benchmarks; assess maturity.
• Identify capability gaps and develop a prioritized remediation roadmap.
• Define service catalog scope by incident and request types; establish tier boundaries and handoff criteria.
• Develop SLA/OLA frameworks with P1–P4 targets and calculation methodology.
• Define KPIs including L1 resolution rate, response/resolution times, user satisfaction, and SLA compliance.
• Design future-state Service Desk operating model with tier definitions and escalation logic.
• Analyze escalation patterns to identify shift-left opportunities and training needs.
• Contribute ITSM expertise to MSP market research while remaining vendor-neutral.

Skills

ITIL/ITSM expertise

Facilitation & workshop delivery

Stakeholder interviewing

Leadership

Education

ITIL v4 Expert or ITIL Master certification

Tools

HDI frameworks

COBIT

ISO 20000

MSP operating model design

Job description

PBG seeks an experienced Lead ITSM/ITIL Consultant to transform its Service Desk into a SLA-driven MSP-delivered function. You will guide current state assessments, design future-state operating models, and define escalation paths and SLAs.

The role requires strong facilitation skills, MSP design experience, and ITIL/ITSM expertise, with heavy stakeholder engagement and governance activities. Hybrid work with potential some on-site in DC.