ServiceNow ITSM Delivery Lead | ITBM & ITOM Expert

General Dynamics Information Technology; Washington (District of Columbia); Hybrid; USD 143,000 - 173,000; Full time

Job summary

General Dynamics Information Technology is seeking an experienced leader to deploy ServiceNow ITSM/ITBM capabilities for a DHS IT customer. You will guide requirements, design solutions, and manage developers and testers in an Agile environment, collaborating with senior executives and cross-functional teams to ensure delivery and value.

This role emphasizes leadership, hands-on ITSM work, and delivering training, metrics, and documented procedures across IT operations and security domains.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
• 5–10 years of related experience, including supervisory responsibilities.
• ITIL V3 Foundation.
• ServiceNow Technical Certification.
• Ability to self-motivate while operating effectively in a team-oriented and collaborative environment.
• Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment.
• Demonstrated knowledge of all ITSM/ITIL, NIST, and ATO integrated requirements.

Responsibilities

• Lead ITSM Deployment for the customer.
• Manage Developers and their tasks to ensure tasks are achieved on schedule and on budget.
• Lead maturing ITSM processes across the organization.
• Integrate Change, Service Asset & Configuration, and Release Management to achieve defined outcomes.
• Ensure successful execution of customer services, ensuring intended outcomes are achieved.
• Capable of being technically hands-on.
• Provide weekly and monthly metrics to meet customer-reporting requirements.
• Develop ITSM tool training materials and deliver instruction as needed.
• Provide guidance and work leadership to less-experienced staff.
• Support on-time contract deliverables and work products to meet customer expectations.

Skills

Analysis

Analytics

Risk Assessments

Service Design

Education

Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience

Tools

ServiceNow

ITIL V3 Foundation

ServiceNow Certification

Job description

General Dynamics Information Technology is seeking an experienced leader to deploy ServiceNow ITSM/ITBM capabilities for a DHS IT customer. You will guide requirements, design solutions, and manage developers and testers in an Agile environment, collaborating with senior executives and cross-functional teams to ensure delivery and value.

This role emphasizes leadership, hands-on ITSM work, and delivering training, metrics, and documented procedures across IT operations and security domains.