Project Leader - Service Management (ITSM)
About The Position
Northramp is seeking a Project Leader — Service Management (ITSM) to join the team supporting the U.S. International Development Finance Corporation (DFC) Enterprise IT Operations Services Support (ITOPS) program. ITOPS is a five-year effort to operate and modernize DFC's enterprise IT environment, providing service management, network operations, IT asset management, and end-user support across DFC's mission. You will lead the IT Service Management workstream supporting DFC, owning the operational execution of ITIL-aligned service delivery — incident, problem, change, and request management — across DFC's enterprise IT environment. The role pairs hands-on ITSM expertise with the program-leadership discipline to coordinate across multiple operational teams and report up to government leadership. This role is part of Northramp's integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to mission-critical operations programs.
Requirements
- 7–10 years of progressive, hands-on experience in IT service management, ITIL-based service delivery, and operational program leadership in federal environments.
- Bachelor’s degree in Information Technology, Business, or a related field. Equivalent professional experience considered.
- Demonstrated experience leading ITSM service delivery in a federal IT operations environment, including hands-on accountability for SLA performance.
- Strong working knowledge of ITIL practices (v3 or v4) — incident, problem, change, request, configuration, knowledge, and service-level management.
- Hands-on proficiency with ServiceNow or comparable ITSM platforms for ticket management, workflow automation, and reporting.
- Demonstrated experience managing operational risk, leading major-incident response, and conducting post-incident reviews.
- Excellent written and verbal communication; ability to translate operational data for executive audiences and align technical teams to a clear plan.
- Proven ability to lead matrixed teams across vendors and government stakeholders.
- U.S. Citizenship and the ability to obtain and maintain a Moderate Risk Public Trust clearance.
Nice To Haves
- ITIL 4 Foundation certification (Intermediate or higher preferred).
- PMP, CSM, or comparable program/project management certification.
- ServiceNow Certified System Administrator or equivalent.
- Experience supporting U.S. Government civilian programs; prior DFC, State Department, or international-affairs agency experience.
- Active Public Trust or higher clearance.
Responsibilities
- Lead ITSM service delivery across DFC's enterprise IT operations, including incident, problem, change, request, and configuration management aligned to ITIL practices.
- Own service-level performance against contract SLAs; produce clear, actionable reporting for both Northramp leadership and DFC stakeholders.
- Serve as the primary point of contact between Northramp's ITSM workstream and DFC government leadership; coordinate with the prime contractor program management office.
- Define, document, and continuously improve ITSM processes, runbooks, and operational procedures.
- Direct the ServiceNow (or equivalent) configuration and operational use to support DFC's service catalog, knowledge management, and request fulfillment workflows.
- Lead major incident response and post-incident review; ensure root-cause analysis drives lasting fixes, not just workarounds.
- Coordinate change advisory board (CAB) activities, maintain the change calendar, and manage operational risk associated with changes.
- Mentor and develop ITSM team members; ensure clear ownership, accountability, and professional growth on engagement.
- Support transition activities including current-state assessment, operational handover, and steady-state stabilization.
- Contribute to capacity planning, continuous service improvement, and operational maturity initiatives.
Benefits
- Competitive Salary, commensurate with experience, certifications, and clearance.
- Managed Revenue Bonus eligibility: tied to performance against revenue and margin targets on the assigned portfolio. Specific structure and targets to be discussed during the offer process.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
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What This Job Offers
Job Type
Full-time
Career Level
Senior
