R2401273 ITSM Strategy Process Manager (Remote)

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking an ITSM Strategy Process Manager to support the current needs of our federal customers.

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.

Based on your experiences and interests, we may ask you as a technology professional to support growth-related activities, including (but not limited to) RFI, RFP, prototypes, and oral presentations. Team members are also expected to uphold and maintain appropriate certifications necessary for their practice expertise.

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking an ITSM Strategy Process Manager to coordinate a team of subject matter experts in developing and implementing best-practice service management designs and architectures of technical ITSM and functional ITIL solutions for a variety of Federal clients, including the National Institutes of Health (NIH). Some work will be required to be performed at the client site in Rockville, MD. Must be open to occasional travel.

Responsibilities include:

• Defining, prioritizing, and communicating the vision and roadmap for ITSM products and services, in alignment with the client's goals and needs.

• Collaborating with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate requirements for ITSM products and services, using agile methodologies and tools.

• Facilitating the adoption and improvement of ITSM products and services, by providing training, documentation, feedback, and support to the end-users.

• Evaluating the performance and outcomes of ITSM products and services, using data-driven metrics and feedback, and identifying opportunities for continuous service improvement.

• Performing the Process Manager role for the strategy management for IT services

• Assessing ITSM/ITIL maturity and developing a roadmap to improve service management processes across the client’s solutions.

• Informing and promoting ITSM strategy to all stakeholders

• Reviewing the operations and performance of the ITSM strategy and drive necessary adjustments.

• Planning and managing support for strategy management tools and processes.

• Coordinating interfaces between strategy management and other processes.

• Conducting iterative reviews of the problem management data collected in ServiceNow, interview stakeholders (system owners, data owners, contractor teams, etc.) to identify improvement opportunities, training opportunities, and participate in the KM and CSI processes.

• Helping establish a service catalog-based request queue (e.g., with associated standards, processes, metrics, etc.) to create a single point of entry for service improvement ideas.

 Required Qualifications:

• 10+ years of ITSM/ITIL service management experience

• 6+ years of experience developing vision, strategy, and implementing complex ITSM solutions across a variety of platforms and cloud environments.

• 8+ years of IT Modernization experience.

• 1+ years of ITIL-related Digital Practices (One of the following: DevSecOps, Product Management centricity, Lean, CX, UX, Design Thinking/HCD, System Thinking, AI OPS, XDR, Distributed Log Management.)

• US Citizen or Green Card Holder due to federal contract requirements.

• Must be able to obtain a Public Trust.

• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred experience:

• ITIL v4 Managing Professional Certification

• ITIL 4 Strategic Leader

• Bachelor's Degree from an accredited institution

• ITIL v3 Expert certification and ITIL v4 Foundation.

• ServiceNow Certifications

• Demonstrated ability to develop and maintain positive relationships with key clients.

• Expert in analyzing complex problems that impact the project and provide innovative solutions and options that include analysis of schedules, costs, and technology or tools.

• Participation in an Orals team that resulted in a successful contract award.

• Understanding of proposal processes and federal acquisition processes

• Experience as a management and/or tech volume lead.

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