Senior ITSM & ITIL Transformation Lead – Hybrid (DC)

Northramp LLC.

Washington (District of Columbia)

Ibrido

USD 180.000 - 240.000

Tempo pieno

12 giorni fa

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Vantaggi offerti da questo lavoro

Health Care Plan

Retirement Plan (401k, IRA)

Life Insurance

Paid Time Off

Family Leave

Disability Insurance

Training & Development

Work From Home

Wellness Resources

Employee Bonus Programs

Descrizione del lavoro

Northramp LLC seeks an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to direct an enterprise Service Desk modernization for a federal agency. The engagement consolidates distributed Level 1 IT support into a centrally managed Service Desk delivered by an MSP and run on ServiceNow, while preserving executive white-glove service.

You will lead the current-state assessment, design the future-state service operating model, and shape the agency’s MSP requirements.

Competenze

10+ years IT service management experience.
ITIL v4 Expert or ITIL Master certification at proposal submission time.
5+ years designing and implementing Service Desk transformations.
Expert knowledge of ITIL and ITSM frameworks.
Experience developing SLA and OLA frameworks.
Experience designing MSP operating models.
Experience conducting current-state assessments and gap analyses for Service Desk/ITSM.
Strong facilitation and workshop delivery skills with diverse stakeholders.
Excellent written and verbal communication; ability to engage senior leadership.
Bachelor’s degree in Information Technology, Business, or related field, or equivalent experience.
U.S. citizenship and eligibility to work in the United States.
Based in the DC region.

Mansioni

Lead the current-state assessment and gap analyses for the agency’s service desk.
Plan and facilitate stakeholder interviews and workshops across divisions.
Map and analyze processes, producing prioritized gaps across process, tooling, security and organization.
Define the service catalog with L1/L2/L3 scopes and self-service candidates.
Design the target operating model, including tier definitions, escalation trees, routing, RACI and staffing.
Build the SLA/OLA framework with measurable performance metrics.
Shape MSP operating model and procurement criteria.
Drive shift-left and L1 capability building with knowledge capture.
Collaborate on ServiceNow design with the ServiceNow Architect.
Champion adoption and change management.
Brief senior leadership with findings and roadmaps.