Senior ITSM & ITIL Lead — ServiceNow MSP Transformation

Northramp LLC

Washington (District of Columbia)

Hybrid

USD 170,000 - 210,000

Full time

12 days ago

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Benefits offered by this job

Health Care Plan

Retirement Plan

Life Insurance

Paid Time Off

Family Leave

Disability Insurance

Training & Development

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Job summary

Northramp LLC is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to serve as the senior authority on an enterprise Service Desk modernization for a federal agency in the Washington, DC area. You will lead the current-state assessment, design the future-state operating model, and shape MSP requirements and evaluation criteria.

Collaboration with the ServiceNow Architect ensures design is reflected in the platform and not just on paper.

Qualifications

10+ years ITSM experience.
ITIL v4 Expert or ITIL Master certification.
5+ years designing and implementing Service Desk transformations.
Expert knowledge of ITIL/ITSM frameworks.
Demonstrated experience developing SLA and OLA frameworks.
Experience designing MSP operating models.
Experience conducting current-state assessments and gap analyses for ITSM operations.
Strong facilitation and workshop delivery skills with diverse, cross-functional stakeholders.
Exceptional written and verbal communication; ability to engage and influence senior-level stakeholders.
U.S. citizenship and eligibility to work in the United States; Based in the DC region.

Responsibilities

Lead the current-state assessment: benchmark the agency’s service desk operations against ITIL, HDI and Gartner practices; assess process maturity; and analyze historical ticket data (volumes, resolution times, escalation patterns, first-call resolution, knowledge-base use).
Run stakeholder discovery: plan and facilitate interviews and workshops across divisions, specialized technical teams and business users so that every group sees its requirements reflected in the future-state design.
Map and analyze processes: document current workflows and produce a prioritized gap analysis across process, tooling, security and organizational dimensions.
Define the service catalog: categorize common incident and request types by support tier (L1/L2/L3) with scope statements, handoff criteria and estimated volumes, and identify candidates for self-service.
Design the target operating model: support tier definitions, escalation decision trees, routing logic, RACI, staffing and shift-coverage models, and specialized service tiers.
Build the SLA/OLA framework: set service levels, operational agreements and performance metrics that the agency can monitor and enforce with its MSP.
Shape the MSP operating model and procurement: analyze MSP delivery models and market practices on a vendor-neutral basis, and help develop MSP requirements and evaluation criteria.
Drive shift-left and L1 capability building: identify issues that can move to L1 and self-service, and define the knowledge and access needed to resolve them safely.
Partner on ServiceNow design: work with the ServiceNow Architect to translate the ITIL-aligned operating model into platform configuration.
Champion adoption and change: support organizational change management so divisional users and leadership understand, accept and adopt the new service model with minimal disruption.
Brief senior leadership: present findings, recommendations, roadmaps and decision points clearly to executive and non-technical audiences.