Service Productization and Delivery Lead

Job Description

Remote Work:


Hybrid


Job Number:


R0239518


Location:


McLean,VA,US


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Service Productization and Delivery Lead
The Opportunity:

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. 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.

You Have:

• 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
• Experience utilizing AI in solutions in previous product launch or product lifecycle management
• Ability to define, track, and report KPIs and maturity metrics while driving improvement
• Bachelor's degree

Nice If You Have:

• 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
• Ability to pay strict attention to detail and display a data driven mindset, and coach stakeholders on new tools, processes, or workflows
• Possession of excellent communication, facilitation, and stakeholder management skills
• Product management and ownership certifications such as ITIL, Agile, or Scrum related certifications

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $99,000.00 to $225,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided .


Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

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