Lead ITSM/ITIL Consultant (SME)

Northramp LLC•Washington, DC

2d•Hybrid

About The Position

Northramp is seeking an ITIL v4 Expert- or ITIL Master-certified Lead ITSM/ITIL Consultant to serve as the senior IT service management authority for a federal agency’s enterprise Service Desk modernization. The program will consolidate distributed Level 1 IT support across agency divisions into a centrally managed Service Desk delivered by a Managed Service Provider (MSP) and running on ServiceNow, while preserving specialized support tiers such as executive white-glove service. The consultant will lead the current-state assessment, design the future-state service operating model, and shape requirements used to select and hold the MSP accountable. The role owns the ITIL-aligned transformation design, including support tiers, escalation and routing, the SLA/OLA framework, and the service catalog, and partners with the ServiceNow Architect to implement the design in the platform. The position is part of Northramp’s integrated delivery model, where engineers and advisors work together on high-stakes modernization programs. It is a proposed Key Personnel role contingent on contract award. Selected candidates will be asked to sign a letter of intent and permit Northramp to submit their resume as part of its proposal. The role is hybrid and based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected as program needs require, including for stakeholder workshops and executive briefings. Candidates outside the DC region are not eligible. U.S. citizenship is required; selected applicants will undergo a client background investigation and must sign a non-disclosure agreement before starting work.

Requirements

10 or more years of IT Service Management experience.
ITIL v4 Expert or ITIL Master certification, held at the time of proposal submission.
5 or more years designing and implementing Service Desk transformations.
Expert knowledge of ITIL and ITSM frameworks.
Demonstrated experience developing SLA and OLA frameworks.
Experience designing Managed Service Provider operating models.
Experience conducting current-state assessments and gap analyses for Service Desk or ITSM operations.
Strong facilitation and workshop delivery skills with diverse, cross-functional stakeholders.
Exceptional written and verbal communication skills, including the ability to engage and influence senior-level stakeholders.
Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
U.S. citizenship and eligibility to work in the United States.
Based in the Washington, DC region.

Nice To Haves

Experience in federal regulatory and financial-services environments.
Experience with shift-left strategies and building L1/L2 support capabilities.
Hands-on familiarity with ServiceNow ITSM and the Common Service Data Model (CSDM).
Experience supporting MSP vendor selection or transition in a federal environment.
Organizational change management experience or certification, such as Prosci.

Responsibilities

Lead the current-state assessment by benchmarking Service Desk operations against ITIL, HDI, and Gartner practices, assessing process maturity, and analyzing historical ticket data.
Plan and facilitate stakeholder interviews and workshops across divisions, specialized technical teams, and business users.
Document current workflows and produce a prioritized gap analysis covering process, tooling, security, and organizational dimensions.
Define the service catalog, categorizing incident and request types by support tier with scope statements, handoff criteria, estimated volumes, and self-service candidates.
Design the target operating model, including support tiers, escalation decision trees, routing logic, RACI, staffing and shift-coverage models, and specialized service tiers.
Develop the SLA/OLA framework, including service levels, operational agreements, and performance metrics the agency can monitor and enforce with its MSP.
Analyze MSP delivery models and market practices on a vendor-neutral basis, and help develop MSP requirements and evaluation criteria.
Identify opportunities to move issues to L1 and self-service, and define the knowledge and access required to resolve them safely.
Partner with the ServiceNow Architect to translate the operating model into platform configuration, including service offerings, assignment groups, SLA definitions, and dashboards, following ServiceNow’s CSDM.
Support organizational change management so divisional users and leadership understand, accept, and adopt the new service model with minimal disruption.
Present findings, recommendations, roadmaps, and decision points to senior leadership and executive or non-technical audiences.