ITSM Strategy, Governance, and Service Catalog Lead

Booz Allen Hamilton•McLean, VA

6d•$99,000 - $225,000

About The Position

ITSM Strategy, Governance, and Service Catalog Lead The Opportunity: The ITSM Strategy, Governance, and Service Catalog Lead provides enterprise-wide leadership for the strategy, governance, maturity, and continuous improvement of IT Service Management (ITSM) practices. This role is responsible for defining and governing ITSM standards, driving process maturity, and leading the design, implementation, and ongoing oversight of the enterprise service catalog. In this role, you will own the end-to-end service catalog lifecycle, including defining standards, establishing service definitions and attributes, ensuring alignment to business capabilities, and governing service onboarding, modification, and retirement. You will ensure the catalog remains accurate, actionable, and business-relevant by implementing clear ownership models, data quality controls, and regular review cycles. You will also ensure seamless integration of the service catalog with ITSM processes such as request fulfillment, incident, change, problem, and service level management. Working closely with senior IT leaders, business stakeholders, and cross-functional teams, you will ensure ITSM practices effectively support organizational priorities while improving service quality, consistency, and operational efficiency. This is a highly visible leadership role that blends strategic vision with hands-on governance and continuous improvement. What You'll Work On: Champion and advance the enterprise ITSM strategy aligned with industry best practices, including ITIL 4. Govern and continuously improve ITSM practice governance, standards, and policies. Lead ITSM maturity assessments and drive continuous improvement initiatives across the organization. Facilitate and participate in cross-functional ITSM working groups to ensure alignment and adoption. Assist in definition, creation, tracking, and reporting of ITSM KPIs and maturity metrics. Facilitate organization-wide monthly ITSM metrics and performance review sessions. Use data and insights to identify trends, risks, and improvement opportunities within the CIO ITSM practices. Ensure services are clearly defined, value-driven, customer-focused, and easy to understand. Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes. Provide guidance and governance for the implementation and adoption of the ServiceNow Common Service Data Model (CSDM). Partner closely with the CMDB product team to ensure alignment between ITSM processes, service modeling, and configuration management practices. Support strong CMDB and configuration management discipline across the organization. Influence, coach, and guide ITSM practice owners and cross-functional teams. Drive consistent adoption, compliance, and continuous improvement across all ITSM practices. Serve as a trusted advisor to senior IT and business stakeholders. Due to the nature of work performed within this facility, U.S. citizenship is required. Join us. The world can't wait.

Requirements

Experience leading IT Service Management (ITSM) practices in an enterprise environment
Experience with the ServiceNow Common Service Data Model (CSDM)
Experience with CMDB and Configuration Management, including governance and data quality practices
Experience building, implementing, and maintaining enterprise-level service catalog
Experience influencing cross-functional teams and driving adoption without direct authority
Knowledge of ITIL 4 concepts, practices, and lifecycle models
Ability to define, track, and report KPIs and maturity metrics while driving improvement
Bachelor’s degree in an Information Technology, Computer Science, or Business field
Advanced ITIL 4 Certification, including Strategic Leader, Managing Professional, or Master Certification
U.S. citizenship is required

Nice To Haves

Experience leading or supporting enterprise ITSM transformations or maturity initiatives
Experience with the ServiceNow platform beyond CSDM
Experience operating in large, complex, or highly regulated environments
Experience with ITSM tooling integrations and service modeling best practices
Possession of excellent communication, facilitation, and stakeholder management skills
Completion of ITSM, Service Management, or Enterprise Technology Governance training

Responsibilities

Champion and advance the enterprise ITSM strategy aligned with industry best practices, including ITIL 4.
Govern and continuously improve ITSM practice governance, standards, and policies.
Lead ITSM maturity assessments and drive continuous improvement initiatives across the organization.
Facilitate and participate in cross-functional ITSM working groups to ensure alignment and adoption.
Assist in definition, creation, tracking, and reporting of ITSM KPIs and maturity metrics.
Facilitate organization-wide monthly ITSM metrics and performance review sessions.
Use data and insights to identify trends, risks, and improvement opportunities within the CIO ITSM practices.
Ensure services are clearly defined, value-driven, customer-focused, and easy to understand.
Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes.
Provide guidance and governance for the implementation and adoption of the ServiceNow Common Service Data Model (CSDM).
Partner closely with the CMDB product team to ensure alignment between ITSM processes, service modeling, and configuration management practices.
Support strong CMDB and configuration management discipline across the organization.
Influence, coach, and guide ITSM practice owners and cross-functional teams.
Drive consistent adoption, compliance, and continuous improvement across all ITSM practices.
Serve as a trusted advisor to senior IT and business stakeholders.