ServiceNow ITSM Lead - Manager

PowerToFly; Washington (District of Columbia); On-site; USD 159,000 - 265,000; Full time

Job summary

Deloitte's GPS ServiceNow Practice seeks a Manager, Functional Transformation to lead ITSM process ownership and govern the ServiceNow platform for a large federal program in Washington, DC. You will oversee incident/change/release management and deliver dashboards, KPI tracking, and performance insights.

The role requires extensive ITSM experience, ServiceNow expertise, and ability to work onsite in DC, with potential for incentive compensation.

Qualifications

• Bachelor's degree required and ability to obtain/maintain required clearance.
• 6+ years of experience in IT service management, service operations, or enterprise platform management.
• 3+ years of experience with ServiceNow administration, platform ownership, or platform governance.
• Experience managing incident, change, and release management processes.
• Experience developing or maintaining ServiceNow dashboards, reporting, or KPI tracking.
• Experience supporting federal programs, government clients, or regulated environments.
• Must be legally authorized to work in the United States without employer sponsorship.
• Ability to work onsite 100% of the time in Washington, DC.

Responsibilities

• Lead end-to-end ITSM process ownership across incident, change, and release management for a large federal program.
• Govern the ServiceNow platform including process alignment, oversight, and performance monitoring.
• Manage ServiceNow dashboards and reporting to track SLAs, KPIs, and trends.
• Coordinate with stakeholders across the program to support service desk operations and issue resolution.
• Align ITSM execution with federal requirements and program objectives.

Skills

Independent work

Communication

Attention to detail

Relationship building

Project leadership

Prioritization

Interpersonal skills

Deadline management

Mentoring

Education

Bachelor's degree

Tools

ServiceNow

ITIL

Job description

Our Deloitte Enterprise Performance team is at the forefront of enterprise technology, working across finance, supply chain, and IT operations to deliver holistic performance improvement and digital transformation. Join our team of strategic advisers and architects, differentiated by our industry depth to collaborate with leading solution providers and leverage your experience in strategy, process design, technology enablement, and operational services to enable heart-of-the-business solutions.

Work you'll do

As a Manager, Functional Transformation on the GPS ServiceNow offering team, you will be responsible for...

• Leading end-to-end ITSM process ownership across incident management, change management, and release management for a large-scale federal program
• Governing the ServiceNow platform, including process alignment, operational oversight, and platform performance monitoring
• Managing ServiceNow dashboards and reporting to track service level agreements, key performance indicators, and operational trends
• Coordinating with stakeholders across the program to support service desk operations, issue resolution, and continuous process improvement
• Aligning ITSM execution with federal requirements, program objectives, and established operational standards

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

The team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our ServiceNow offering designs, implements, and delivers strategies and technologies to increase the efficient and value delivery by the enterprise IT function.

Qualifications

Required:

• Bachelor's degree
• Must be able to obtain and maintain the required clearance for this role
• 6+ years of experience in IT service management, service operations, or enterprise platform management
• 3+ years of experience with ServiceNow administration, platform ownership, or platform governance
• Experience managing incident management, change management, and release management processes
• Experience developing or maintaining ServiceNow dashboards, reporting, or key performance indicator tracking
• Experience supporting federal programs, government clients, or regulated environments
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Ability to work onsite 100% of the time in Washington, DC

Preferred:

• IT Infrastructure Library certification
• ServiceNow certification
• Experience leading service desk operations or support workstreams
• Experience establishing or monitoring service level agreements and key performance indicators
• Experience working in a single service desk operating model
• Experience supporting large-scale transformation, modernization, or platform governance initiatives

For individuals assigned and/or hired to work in Washington DC, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to Washington DC and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $159,100 to $265,100.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

#GPSEP2026