Lead ITSM/ITIL Consultant (SME)

Northramp•Washington, DC

1d•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 operated on ServiceNow, while retaining 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 manage the MSP. The role owns the ITIL-aligned transformation design, including support tiers, escalation and routing, the SLA/OLA framework, and the service catalog. The consultant will partner with the ServiceNow Architect to ensure that the operating model is implemented in the platform. This is a proposed Key Personnel role contingent upon contract award. Selected candidates will be asked to sign a letter of intent and permit Northramp to submit their resume with its proposal. The position is hybrid and based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected according to program needs, including stakeholder workshops and executive briefings. Candidates outside the DC region are not eligible.

Requirements

At least 10 years of IT Service Management experience.
ITIL v4 Expert or ITIL Master certification held at the time of proposal submission.
At least 5 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 (MSP) 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 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, including volumes, resolution times, escalation patterns, first-call resolution, and knowledge-base use.
Plan and facilitate stakeholder interviews and workshops across divisions, specialized technical teams, and business users to incorporate their requirements into the future-state design.
Document current workflows for call handling, ticket routing, escalation, and knowledge capture; produce a prioritized gap analysis across process, tooling, security, and organizational dimensions.
Define the service catalog by categorizing common incident and request types by L1, L2, and L3 support tiers, documenting scope statements, handoff criteria, and estimated volumes, and identifying self-service candidates.
Design the target operating model, including support tiers, escalation decision trees, routing logic for remote and on-site support, 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 issues suitable for shift-left to L1 or self-service, and define the knowledge and access needed to resolve them safely.
Partner with the ServiceNow Architect to translate the ITIL-aligned operating model into platform configuration, including service offerings, assignment groups, SLA definitions, and dashboards, following ServiceNow’s Common Service Data Model (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 and non-technical audiences.