Service Integration Lead (SIAM) — Federal Health IT
About The Position
Rackner is seeking an experienced Service Integration Lead to support IT service delivery for a federal health mission. The role brings multiple service providers together under a consistent service management framework, establishing responsibilities and escalation paths and guiding IT service management processes to strengthen accountability and coordination across a complex environment. The position owns service integration practices and collaborates with customer stakeholders, technical teams, and program leadership to improve service management and delivery. The position is remote within the United States and requires an active Secret security clearance.
Requirements
- ITIL 4 Managing Professional designation or SIAM Professional certification.
- 8+ years of professional IT service management experience.
- At least 3 years of experience in a multi-supplier Service Integration and Management (SIAM) role.
- Active U.S. Government Secret security clearance.
Nice To Haves
- Experience supporting Defense Health Agency (DHA) or Department of Defense (DoD) enterprise service desk operations.
- Experience owning ServiceNow-supported IT service management processes.
Responsibilities
- Lead service integration activities across multiple IT service providers, including the enterprise service desk, technical support teams, and vendors.
- Develop and maintain the Integrated Service Management Plan, responsibility assignment matrix (RACI), and service interface agreements.
- Establish clear case ownership, escalation paths, and handoff responsibilities across service teams.
- Lead the team's participation in customer service-integration forums and maintain records of key decisions and issues.
- Own ServiceNow process design for incident, request, and change management, including approval of service routing and handling rules.
- Work with service providers and operational teams to support consistent service management practices.
- Lead monthly service reviews in collaboration with the Program Manager.
Benefits
- Company-supported professional certifications aligned with program work.
- Professional development and career growth opportunities.
- 401(k) with 100% company match up to 6%.
- Medical, dental, vision, life, and disability coverage.
- Generous paid time off and company holidays.
- Home-office equipment and remote-work support.
- Fitness and wellness reimbursement.
- Weekly pay schedule and team events.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
