Information Technology Infrastructure Library (ITIL) Expert & Lead / Secret or Top-Secret

The ITIL Expert and Team Lead is primarily responsible for the design, implementation, and continuous improvement of IT Service Management (ITSM) processes for a DoD client. This includes providing technical leadership to an agile-focused team of IT engineers, architects, and technical writers. This role will ensure that IT services, resources, and project requirements are closely aligned with established business needs and delivered with high quality, efficiency, and reliability., * Lead the identification and validation of complex IT Division needs by engaging stakeholders, subject matter experts (SMEs), and technical teams, ensuring critical IT initiatives are aligned with the organizational strategy.

• Translate critical objectives into measurable technical outcomes by incorporating ITIL-aligned metrics into the project lifecycle.
• Define and track Key Performance Indicators (KPI), Service Level Agreements (SLA), Service Level Objectives (SLO), and Service Level Indicators (SLI).
• Act as the primary coordinator for requirements through established governance boards and working groups.
• Prepare briefings for leadership to highlight risks, dependencies, decision recommendations, and corrective actions to maintain project velocity and success.
• Lead translation of high-level business cases into actionable technical work within Azure DevOps and/or ServiceNow.
• Collaborate closely with stakeholders, SMEs, and technical teams to design new services that are scalable, secure, and maintainable.
• Provide leadership and architectural guidance to a team of technical specialists and foster a culture of teamwork and technical excellence.
• Baseline requirements packages that bridge the gap between business vision and technical execution.
• Provide continuous support for backlog refinement, ensuring technical teams have clear, validated requirements to execute against.
• Support artifact standardization and maintain a Requirements Traceability Matrix (RTM) to ensure audit readiness.
• Serve as the SME for ITIL practices.
• Oversee the ITSM platform (ServiceNow) to ensure it supports the defined ITIL workflows effectively.
• Analyze available service metrics to track trends, Client capability gaps, remove bottlenecks, and identify opportunities for automation or process refinement.
• Ensure technical changes follow the established Change Control Board (CCB) process to minimize risk and downtime throughout project lifecycles.
• Align team capacity with project timelines and operational demands.
• Perform effective escalation management for complex technical issues as needed.

Do you have experience in Team management?, * ITIL 4 Managing Professional (MP).

• 7+ years of experience in IT Operations with a minimum of 3 years in a leadership/supervisory role.
• Proven experience implementing ITIL/ITSM at an organizational enterprise level.
• Strong understanding of the Department of Defense Architecture Framework (DoDAF) and Business Process Model and Notation (BPMN).

Desired Skills:

• Exceptional communication skills.
• Project Management Professional (PMP) or Agile Certifications (e.g., PMI-ACP, CSM/PSM, SAFe Agilist).
• Strong conflict resolution experience.
• Technical translation.
• Value Stream Mapping (VSM).
• Experience with Cloud Infrastructure (e.g., Azure, AWS).

Pulled from the full job description

• Professional development assistance
• Prescription drug insurance
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company-paid deductible, paid time off, federal holidays, a matching 401K plan, tuition/professional development reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide exceptional service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.