IT Service Management Office Lead

About this role

Job Title: IT Service Management Office Lead

Job Category: Engineering

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity: CACI is seeking an IT Service Management Office (ITSMO) Lead for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance. 

Responsibilities: • Provides technical and management leadership for IT project management services supporting DT/EA/CST Portfolio and Product Teams, coordinating with assigned Government representatives for project execution and documentation

• Establishes and maintains structured processes to engage with Product Teams throughout the entire product lifecycle from initial planning through deployment and ongoing support, ensuring early and continuous Enterprise Operations involvement

• Advises Product Teams on operational requirements, including infrastructure, security, monitoring, and support to ensure alignment with Enterprise Operations standards, DoS policies, and industry best practices

• Develops, maintains, and updates deployment readiness checklists that capture all required operational activities, ensuring Product Teams adhere to these checklists and providing oversight to confirm completion of all items prior to deployment

• Supports data sharing and electronic transfer initiatives with interagency partners, including DHS, DOJ, DoW, and other agencies, representing DoS's technical and subject matter interests on relevant interagency calls

• Develops and implements comprehensive performance management and customer experience programs that measure service quality, user satisfaction, and operational effectiveness, requiring corrective action plans for identified non-compliance

• Collaborates with designated stakeholders to identify all operational services requiring Performance Management Metrics, documenting standard definitions for SLAs, SLOs, and KPIs, and proposing continuous improvement methodologies for Government approval via Performance Management Plan

• Conducts pre-deployment reviews with Product Teams using deployment readiness checklists to validate readiness, documents and tracks any issues identified, and provides post-deployment support ensuring smooth transition to production

• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Qualifications: Required – • BA/BS + 13 years of relevant experience; equivalencies considered

• Active Secret clearance

• Extensive experience leading enterprise IT Service Management (ITSM) programs, governance, and service delivery within large-scale, complex IT environments

• Demonstrated experience establishing, implementing, and continuously improving ITIL-aligned processes, including Incident, Problem, Change, Configuration, Knowledge, Request, and Service Level Management

• Experience leading operational readiness and service transition activities, including production readiness reviews, deployment governance, operational acceptance criteria, and transition to ongoing support

• Demonstrated experience establishing and managing SLAs, SLOs, KPIs, service performance metrics, dashboards, and corrective action plans to drive service quality and operational improvement

• Experience partnering with Product Teams, engineering, infrastructure, cybersecurity, application development, and operations teams throughout the product/service lifecycle to ensure operational requirements are addressed

• Experience developing and implementing performance management, customer experience, and continual service improvement programs across enterprise IT services

• Experience with enterprise ITSM platforms, such as ServiceNow, and leveraging service management data to identify trends, risks, performance gaps, and improvement opportunities

• Demonstrated ability to provide strategic ITSM leadership and governance, facilitate cross-functional decision-making, and advise senior Government and program stakeholders on service delivery and operational performance

Desired – • Prior experience supporting federal agencies, especially the Department of State

• Experience supporting large-scale, geographically dispersed or global enterprise IT environments

• Experience integrating ITSM practices with Agile, DevSecOps, product management, and/or IT operations frameworks

• ITIL 4 or ITIL-related certification

• PMP, CAPM, CSM, or other relevant project/service management certification

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What You Can Expect:  A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation. An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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