Senior ITSM Transformation Lead (ServiceNow)

Centurion; Suitland (MD); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Centurion is seeking an ITSM SME in a hybrid role based in Suitland, MD. You will lead service management transformation, focusing on ServiceNow, and align IT investments with mission needs. The role requires turning findings into actionable roadmaps and working with multiple stakeholders to mature enterprise ITSM practices.

The position emphasizes proactive service ownership, demand management, continual improvement, and enterprise-wide governance across IT divisions and programs.

Qualifications

• Significant experience in IT service management and service delivery.
• Experience leading ITSM assessments, transformations, or modernization.
• Ability to translate objectives into service management strategies and roadmaps.
• Experience communicating with technical and executive audiences.

Responsibilities

• Lead transformation of ITSM from reactive to proactive service orientation.
• Assess and improve ITSM capabilities with focus on ServiceNow platform.
• Coordinate with stakeholders to evaluate current ITSM environment and gaps.
• Develop recommendations, roadmaps, and modernization priorities.
• Ensure alignment with enterprise architecture, security, and processes.
• Communicate findings and drive change across diverse teams.

Skills

ITSM

ServiceNow

Governance

Stakeholder facilitation

Change management

KPIs & metrics

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Centurion is seeking an ITSM SME in a hybrid role based in Suitland, MD. You will lead service management transformation, focusing on ServiceNow, and align IT investments with mission needs. The role requires turning findings into actionable roadmaps and working with multiple stakeholders to mature enterprise ITSM practices.

The position emphasizes proactive service ownership, demand management, continual improvement, and enterprise-wide governance across IT divisions and programs.