Service Productization and Delivery Lead

Booz Allen Hamilton•McLean, VA

1d•Remote

About The Position

Work leading and advancing the productization of enterprise technology services, ensuring a streamlined, user-focused approach to service delivery with measurable value. Leverage expertise by designing and managing a well-structured catalog of Chief Information Office (CIO) products and services aligned with organizational goals and governance strategies, partnering with key stakeholders to drive adoption and operational effectiveness. Oversee the centralized service request intake to enhance user experience and accountability, establishing service-level agreements (SLAs) and enabling transparency across CIO-managed services. Govern the Common Service Data Model (CSDM) and associated ServiceNow data, ensuring accuracy, lifecycle management, and alignment with the broader CIO capability framework. Collaboration, stakeholder engagement, and change management are key aspects in driving service innovation and strategic alignment. Design, structure, and produce a well-organized catalog of CIO products and services that adhere to a governance strategy generated by this role. Partner with service owners to ensure accurate service definitions, lifecycle management and alignment with business outcomes. Partner with the ServiceNow and CMDB teams to own and improve the CIO Digital Portfolio Workspace. Partner with executive leadership to align catalog content with company vision, strategic priorities, and market positioning. Translate high-level goals into actionable catalog deliverables that support decision-making and operational effectiveness. Partner with senior leaders and technical teams to drive adoption of the Product and Services Catalog and manage change within the organization. Create a centralized service request intake with a unified experience that combines both identifying and requesting services. Establish enterprise-wide SLAs for CIO managed services and enable transparency of SLAs to stakeholders to drive accountability and improve perception of CIO service delivery. Collaborate with cross-functional teams to gather requirements and prioritize automated solutions for service management processes, especially service requests (intake). Gather stakeholder feedback to consistently refine and improve the intake process. Provide training and demonstrations of the intake process to product and service owners as well as stakeholders. Develop and manage the governance of the CSDM and ServiceNow data that underlies the CIO capability map, the product and service catalog, and the intake form including data quality management. Due to the nature of work performed within this facility, U.S. citizenship is required.

Requirements

5+ years of experience building, implementing and maintaining enterprise-level service catalog
5+ years of experience leading projects or initiatives that require contributing to product roadmaps and collaborating across multiple departments
5+ years of experience influencing cross-functional teams and driving adoption without direct authority
3+ years of experience owning or operating a service request process with established SLAs
3+ years of experience providing formal training
Experience in managing the lifecycle of products and services, including definition, refinement, documentation, and sunset planning
Experience applying it in a product management or ownership role
Ability to define, track, and report KPIs and maturity metrics while driving improvement.
Ability to pay strict attention to detail and display a data driven mindset, and coach stakeholders on new tools, processes, or workflows
Bachelor's degree
U.S. citizenship is required

Nice To Haves

Experience utilizing AI in solutions in previous product launch or product lifecycle management
Experience with user centered design methodology
Experience with Service Catalog in ServiceNow or other comparable systems
Experience operating in large, complex, or highly regulated environments
Experience with data analytics tools and approaches to inform and support catalog improvements
Possession of excellent communication, facilitation, and stakeholder management skills
Product management and ownership certifications such as ITIL, Agile, or Scrum related certifications

Responsibilities

Design, structure, and produce a well-organized catalog of CIO products and services that adhere to a governance strategy generated by this role.
Partner with service owners to ensure accurate service definitions, lifecycle management and alignment with business outcomes.
Partner with the ServiceNow and CMDB teams to own and improve the CIO Digital Portfolio Workspace.
Partner with executive leadership to align catalog content with company vision, strategic priorities, and market positioning.
Translate high-level goals into actionable catalog deliverables that support decision-making and operational effectiveness.
Partner with senior leaders and technical teams to drive adoption of the Product and Services Catalog and manage change within the organization.
Create a centralized service request intake with a unified experience that combines both identifying and requesting services.
Establish enterprise-wide SLAs for CIO managed services and enable transparency of SLAs to stakeholders to drive accountability and improve perception of CIO service delivery.
Collaborate with cross-functional teams to gather requirements and prioritize automated solutions for service management processes, especially service requests (intake).
Gather stakeholder feedback to consistently refine and improve the intake process.
Provide training and demonstrations of the intake process to product and service owners as well as stakeholders.
Develop and manage the governance of the CSDM and ServiceNow data that underlies the CIO capability map, the product and service catalog, and the intake form including data quality management.