ITSM Manager

CACI International • National Harbor, MD

1d

About The Position

CACI is seeking an ITSM/CMMI Process Manager to drive the adoption and enhancement of IT Service Management (ITSM) processes across all various IT organizational units. The successful candidate will be responsible for using the process-focused, maturity-based framework of the CMMI to systematically improve, designing and implementing IT Service Management (ITSM) processes, conducting maturity assessments, identifying gaps, documenting processes, and working with the Operations teams to ensure delivery and adoption. This is a people manager position.

Requirements

• Ability to attain DHS EOD
• BA + 9 years’ applicable experience, or 15 years without degree
• Previous supervisory or management experience
• Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups.
• A strong understanding of ITIL4 standards and experience
• A strong understanding of CMMI standards
• Strong experience in Continual Service Improvement (CSI)
• Skilled in data analysis and reporting tools (PowerBI, etc.)
• Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors.

Nice To Haves

• ITIL 4 Managing Professional Certification
• ITIL 4 Strategic Leader Certification
• CMMI Professional Certification
• Lean Six Sigma Green or Black Belt

Responsibilities

• Spearhead the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management.
• Define and document ITSM and CMMI processes, ensuring alignment with ITIL4 and CMMI standards and best practices.
• Collaborating with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate requirements for ITSM products and services, using agile methodologies and tools.
• Conduct maturity assessments and gap analysis to identify areas for improvement in existing ITSM/CMMI processes.
• Represent DSS in the CACI EIT Quarterly ITSM, including metric reporting and ITSM best practice highlights
• Participate in alignment and integration of ITSM tools (ServiceNow, Jira, etc.) with defined processes for efficiency and automation
• Work closely with Program Performance Team ensuring ITSM process and continuous training support established KPI/SLAs and maturity goals
• Collaborate with cross-functional teams to ensure seamless integration of ITSM processes with other IT and business functions.
• Identify and define roles and responsibilities within the ITSM and CMMI processes, ensuring clear ownership and accountability.
• Design & deliver business values for internal & external stakeholders.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, both written and verbal, with the ability to present complex security concepts to technical and non-technical audiences.
• Ensure the timely recruitment and training of staff
• Conduct performance evaluations of staff
• Supervise, motivate, develop and direct staff in successful execution of assigned task areas

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive compensation, benefits and learning and development opportunities.
• Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
• At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager