Lead IT Service Management/ITIL Consultant

Job overview

The Lead IT Service Management/ITIL Consultant role is hybrid in the Washington, DC metro area, with onsite presence in Washington, DC aligned to program needs. Compensation is not specified. Northramp’s integrated delivery team supports a federal agency’s Service Desk modernization. The consultant leads assessment and design of an ITIL-aligned service model for consolidating distributed Level 1 support into a centrally managed Service Desk. The role defines service tiers, escalation and routing, service levels, and catalog requirements, and partners with a ServiceNow Architect to translate the model into platform configuration and support adoption.

What you'll do

• Assess current Service Desk operations and ticket data
• facilitate stakeholder interviews and workshops
• document workflows and gap analyses
• define service catalog categories and support tiers
• design the target operating model, escalation, routing, staffing, and shift coverage
• develop SLA/OLA frameworks
• help shape MSP requirements and evaluation criteria
• partner on ServiceNow configuration
• support change adoption
• brief senior leaders.

What we're looking for

Skills & competencies

lead it service management consultant

itil v4 expert or master

washington dc metro

hybrid

federal agency

service desk modernization

servicenow

sla and ola frameworks

msp operating model

itil

u.s. citizenship required

health and retirement benefits

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision
• retirement plan (401k, IRA)
• life insurance
• paid vacation, sick leave, and public holidays
• family leave
• short- and long-term disability
• training and development
• work-from-home support
• wellness resources
• employee bonus programs.

Why this role

Proposed key personnel role contingent on contract award; requires ITIL v4 Expert or ITIL Master certification, 10+ years of IT service management experience, 5+ years designing Service Desk transformations, U.S. citizenship, and DC-region residence.

About the employer

Northramp LLC is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.