Subject Matter Expert (SME), Service Delivery

careers-dminc; United States; Hybrid; USD 158,000 - 194,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Job summary

DMI, LLC is seeking a Service Delivery Subject Matter Expert to lead the ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms.

You will act as the primary point of contact for stakeholders and guide cross‑functional teams through process design, measurement, and transition to operations. The role emphasizes facilitation, governance, and data-driven improvements, with on-site collaboration in Washington, DC and remote work from the United States.

Qualifications

• Hands-on IT service management experience including process design and service performance measurement.
• Ability to facilitate cross-functional groups with business and technical stakeholders, including senior staff.
• Experience defining and acting on service performance metrics and KPIs.
• Working knowledge of ServiceNow as a delivery platform and its impact on processes.
• Experience supporting service transitions and onboarding of new capabilities.
• Ability to document current-state processes accurately in complex environments.
• Strong written and verbal communication skills.
• Federal or Legislative Branch service delivery experience is a plus.

Responsibilities

• Lead cross-functional working groups producing workflow and process documentation.
• Oversee delivery of ServiceNow support and development against requirements.
• Develop and monitor service performance metrics and KPIs.
• Coordinate transitions and onboarding of new capabilities into operations.
• Contribute to Current-State and Future-State service delivery assessments.

Skills

IT service management

Facilitation

Performance metrics

Communication skills

Stakeholder engagement

Education

Bachelor of Science degree

ITIL certification

ServiceNow certification

Tools

ServiceNow

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking aService Delivery Subject Matter Expert to serve as the customer-facing service management authority on a ServiceNow maturity, support, and development program for the U.S. Senate Sergeant at Arms (SAA).

This role is the primary point of contact for customer stakeholders. It leads the cross-functional working groups that produce the process and workflow documentation feeding the assessment phase, owns service performance measurement, and supports transition of new capabilities into operations. This is a service management professional rather than a developer: the value is in process design, facilitation, measurement, and the judgment to tell the difference between a process problem and a platform problem.

Duties and Responsibilities:

• Stakeholder Engagement and Facilitation
  • Serve as the primary point of contact for customer stakeholders and create service roadmaps in coordination with customer leadership.
  • Facilitate and lead cross-functional working groups producing workflow and process documentation.
  • Collect and validate requirements, and coordinate stakeholder participation in testing and sign-off.
• Service Delivery Oversight
  • Manage and oversee delivery of ServiceNow support and development services, ensuring alignment with agreed requirements and performance goals and objectives.
  • Coordinate across development, testing, training, and change management functions so service outcomes, not just platform releases, are delivered.
• Performance Measurement and Continuous Improvement
  • Develop, monitor, and report on service performance metrics, identifying areas for improvement.
  • Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.
  • Establish performance baselines where existing data is incomplete or of poor quality, and propose defensible key performance indicators and benchmarking measures.
• Service Transition
  • Support service transition activities, ensuring new services are effectively onboarded and integrated into operations.
  • Confirm operational readiness, support model coverage, and documentation sufficiency before a capability is accepted into production service.
• Assessment and Planning Deliverables
  • Contribute substantively to the Current-State Assessment covering service delivery models, processes, workflows, support models, platform utilization, pain points, manual processes, dependencies, governance, and training.
  • Contribute to the Future-State Service Delivery Model, Baseline Performance Assessment, and Gap and Root Cause Analysis.

Qualifications

Education and Years of Experience:

• Bachelor of Science degree.
• Ten or more years of relevant experience.
• ITIL certification.
• ServiceNow certification or demonstrated equivalent platform expertise.

Required Skills & Certifications:

• Substantial hands‑on experience in IT service management, including process design, service transition, and service performance measurement in an enterprise environment.
• Demonstrated ability to facilitate and lead cross‑functional working groups with business and technical stakeholders, including senior staff.
• Experience defining, reporting, and acting on service performance metrics and key performance indicators.
• Working knowledge of ServiceNow as a service delivery platform, including how service processes map onto it and where customization creates long‑term cost.
• Experience supporting service transition and operational onboarding of new capabilities.
• Demonstrated ability to document current‑state processes accurately in an environment where written process documentation is incomplete.
• Strong written and verbal communication skills.
• Prior Federal or Legislative Branch service desktop or service delivery experience.
• Working knowledge of established IT service management practice frameworks.
• Experience building a service performance baseline from poor‑quality or fragmented source data.
• Experience supporting a platform maturity assessment or IT service management transformation.
• This position is designated Key Personnel under the contract. Substitution requires customer notification and approval.
• Deliverables are subject to formal Government review and written Contracting Officer's Representative (COR) acceptance.

Min Citizenship Status Required: Must be aU.S. Citizen

Background Requirements: Must possess or be eligible to obtain and complete a Public Trust background investigation and/or a Public Trust clearance.

Physical Requirements: No Physical requirement needed for this position.

Location: Remote, US

Work Arrangement:

• This is a hybrid position, with some work performed on‑site in Washington, DC in support of the U.S. Senate Sergeant at Arms.
• Requires on‑site presence for facilitation of working groups with customer staff.

Minimum Salary Rate

$176,000

Median Salary Rate

$220,000

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right– We lead with honesty and integrity.
• Own the Outcome– We take responsibility and deliver.
• Deliver for Our Customers– We are relentless about delivering value.
• Think Bold, Act Smart– We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well‑being:

• Convenience/Concierge– Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development– Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial– Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition– Annual awards, service anniversaries, referral bonuses, and peer‑to‑peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMIvalues employeesfor their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.