ServiceNow ITSM Lead Manager for Federal Programs

PowerToFly

Washington (District of Columbia)

On-site

USD 159,000 - 265,000

Full time

9 days ago

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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.