Strategic IT Service & Requirements Lead

Hakkōda, an IBM Company; Herndon (VA); On-site; USD 120,000 - 150,000; Full time

Job summary

Hakkōda, an IBM Company, seeks an IT Service and Requirements Manager to oversee the design, delivery, and continual improvement of IT services aligned with business goals. You will coordinate new processes with stakeholders, manage incident and change activities, and drive automation via ServiceNow.

The role requires leading CAB sessions, documenting processes, and reporting effectiveness to Leadership, with a focus on cross‑functional collaboration and enterprise ITIL 4 practices.

Qualifications

• Bachelor’s degree in information technology or related field.
• Five+ years of experience providing processes for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow.
• Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.
• Requires a Secret Clearance.
• IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk to drive efficient IT service management.
• ITIL 4 processes for incident management, change enablement, continual improvement, knowledge management.

Responsibilities

• Oversee design, delivery, and continual improvement of IT services to meet business needs.
• Coordinate development of new processes with stakeholders across the organization.
• Report on effectiveness of processes and tools to Leadership.
• Act as Change Manager and direct weekly CAB meetings with agenda and minutes.
• Collaborate with ServiceNow team to document automation requirements.
• Document new processes and establishment of continual improvement initiatives.

Skills

ServiceNow

MS Office

SharePoint

Secret Clearance

ITIL 4

Cross-Functional Collaboration

Incident Management

Education

Bachelor’s degree in information technology or related field

Job description

Hakkōda, an IBM Company, seeks an IT Service and Requirements Manager to oversee the design, delivery, and continual improvement of IT services aligned with business goals. You will coordinate new processes with stakeholders, manage incident and change activities, and drive automation via ServiceNow.

The role requires leading CAB sessions, documenting processes, and reporting effectiveness to Leadership, with a focus on cross‑functional collaboration and enterprise ITIL 4 practices.