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Lead ITSM/ITIL Consultant (SME) HYBRID

  • Washington, DC
Position Title: Lead ITSM/ITIL Consultant (SME)
Position Type: Full-Time, Hybrid
Location: Washington, DC Metro Area
Required: U.S. Citizenship Required; Must Pass Client Background Investigation
Certification: ITIL v4 Expert or ITIL Master Required

Waypoint’s client is seeking an experienced Lead ITSM/ITIL Consultant (SME) to serve as the senior IT Service Management authority supporting an enterprise Service Desk modernization initiative for a federal agency.

This position will lead the consolidation of distributed Level 1 IT support operations into a centralized Service Desk delivered by a Managed Service Provider (MSP) and supported by ServiceNow, while preserving specialized support tiers, including executive white-glove services.

The selected candidate will lead current-state assessments, design the future-state service operating model, develop ITIL-aligned processes, and establish service delivery requirements and performance standards. This role requires extensive experience with Service Desk transformations, MSP operating models, ServiceNow capabilities, and executive-level stakeholder engagement.

Responsibilities:
  • Lead current-state assessments of enterprise Service Desk operations, benchmarking against ITIL, HDI, and Gartner best practices.
  • Evaluate ITSM process maturity and analyze historical ticket data, including ticket volumes, resolution times, escalation patterns, first-call resolution, and knowledge-base utilization.
  • Plan and facilitate stakeholder interviews and workshops across agency divisions, specialized technical teams, and business users.
  • Document existing Service Desk workflows, including call handling, ticket routing, escalation procedures, and knowledge management processes.
  • Conduct comprehensive gap analyses across processes, technology, security, and organizational operations.
  • Develop and define the enterprise service catalog, categorizing incidents and service requests by Level 1, Level 2, and Level 3 support tiers.
  • Establish support scope, escalation criteria, handoff requirements, estimated service volumes, and self-service opportunities.
  • Design the future-state ITSM operating model, including support tier definitions, escalation decision trees, ticket routing, RACI matrices, staffing models, shift coverage, and specialized service tiers.
  • Develop Service Level Agreement (SLA) and Operational Level Agreement (OLA) frameworks, including measurable performance metrics and accountability standards.
  • Evaluate MSP delivery models and industry practices to support vendor-neutral procurement requirements and evaluation criteria.
  • Identify opportunities for shift-left strategies, expanding Level 1 support capabilities and implementing self-service solutions.
  • Collaborate with ServiceNow Architects to translate ITIL-aligned operating models into platform configurations, including service offerings, assignment groups, SLA definitions, and performance dashboards.
  • Ensure alignment with ServiceNow's Common Service Data Model (CSDM).
  • Support organizational change management initiatives to facilitate adoption of the centralized Service Desk operating model.
  • Develop and present findings, recommendations, implementation roadmaps, and strategic decision points to senior government leadership and non-technical stakeholders.

Required:
  • 10+ years of IT Service Management (ITSM) experience.
  • ITIL v4 Expert or ITIL Master certification, held at the time of proposal submission.
  • 5+ years of experience designing and implementing Service Desk transformations.
  • Expert knowledge of ITIL/ITSM frameworks, methodologies, and industry best practices.
  • Demonstrated experience developing Service Level Agreement (SLA) and Operational Level Agreement (OLA) frameworks.
  • Experience designing Managed Service Provider (MSP) operating models.
  • Experience conducting current-state assessments, process maturity evaluations, and gap analyses.
  • Familiarity with ServiceNow Service Desk capabilities to support the design, development, testing, deployment, and operational oversight of modernized Service Desk operations.
  • Strong facilitation skills, including leading workshops and stakeholder discovery sessions with diverse, cross-functional teams.
  • Exceptional written and verbal communication skills, with 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.
  • Ability to pass a client background investigation and sign a non-disclosure agreement.
  • Must currently reside in the Washington, DC metropolitan area.

Desired:
  • HDI Support Center Manager or Support Center Director certification.
  • Experience supporting IT Service Management initiatives in federal regulatory environments.
  • Previous experience within the financial services sector.
  • Additional ITSM certifications, such as COBIT or ISO/IEC 20000.
  • Experience implementing shift-left strategies and expanding Level 1 and Level 2 support capabilities.
  • Hands-on familiarity with ServiceNow ITSM and the Common Service Data Model (CSDM).
  • Experience supporting MSP vendor selection, procurement, or transition activities in a federal environment.
  • Organizational change management experience or certification, such as Prosci.

Additional Information:
  • Work Arrangement: Hybrid, based in the Washington, DC metropolitan area. On-site attendance at client locations in Washington, DC will be required based on program needs, including stakeholder workshops and executive briefings.
  • Location Requirement: Candidates must currently reside within the Washington, DC metropolitan area. This opportunity is not open to candidates outside the region.
  • Contract Status: This is a proposed Key Personnel position contingent upon contract award.
  • Proposal Requirements: Selected candidates will be required to sign a Letter of Intent (LOI) and authorize submission of their resume as part of the client's contract proposal.
  • Security Requirements: U.S. citizenship is mandatory. Selected candidates must successfully complete a client background investigation and sign a non-disclosure agreement before beginning work.