Lead ITSM/ITIL Consultant (SME)

Job Description

Job Description

Opportunity Overview

Northramp is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to serve as the senior IT service management authority on an enterprise Service Desk modernization for a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow, while preserving specialized support tiers such as executive white-glove service.

You will lead the current-state assessment, design the future-state service operating model, and shape the requirements the agency will use to select and hold its MSP accountable. The role owns the ITIL-aligned design behind the transformation: support tiers, escalation and routing, the SLA/OLA framework, and the service catalog. You will work hand in hand with our ServiceNow Architect to make sure that design is built into the platform, not left on paper.

This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.

This position is a proposed Key Personnel role and is contingent upon contract award. Selected candidates will be asked to sign a letter of intent and allow Northramp to submit their resume as part of our proposal.

Location & Work Arrangement

Hybrid, based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including stakeholder workshops and executive briefings. This role is not open to candidates outside the DC region.

Key Responsibilities

• Lead the current-state assessment: benchmark the agency’s service desk operations against ITIL, HDI and Gartner practices; assess process maturity; and analyze historical ticket data (volumes, resolution times, escalation patterns, first-call resolution, knowledge-base use).
• Run stakeholder discovery: plan and facilitate interviews and workshops across divisions, specialized technical teams and business users so that every group sees its requirements reflected in the future-state design.
• Map and analyze processes: document current workflows (call handling, ticket routing, escalation, knowledge capture) and produce a prioritized gap analysis across process, tooling, security and organizational dimensions.
• Define the service catalog: categorize common incident and request types by support tier (L1/L2/L3) with scope statements, handoff criteria and estimated volumes, and identify candidates for self-service.
• Design the target operating model: support tier definitions, escalation decision trees, routing logic (including remote vs. on-site support), RACI, staffing and shift-coverage models, and specialized service tiers.
• Build the SLA/OLA framework: set service levels, operational agreements and performance metrics that the agency can monitor and enforce with its MSP.
• Shape the MSP operating model and procurement: analyze MSP delivery models and market practices on a vendor-neutral basis, and help develop MSP requirements and evaluation criteria.
• Drive shift-left and L1 capability building: identify issues that can move to L1 and self-service, and define the knowledge and access needed to resolve them safely.
• Partner on ServiceNow design: work with the ServiceNow Architect to translate the ITIL-aligned operating model into platform configuration (service offerings, assignment groups, SLA definitions and dashboards), following ServiceNow’s Common Service Data Model (CSDM).
• Champion adoption and change: support organizational change management so divisional users and leadership understand, accept and adopt the new service model with minimal disruption.
• Brief senior leadership: present findings, recommendations, roadmaps and decision points clearly to executive and non-technical audiences.

Requirements

The Ideal Candidate

You have spent a decade or more designing and running IT service management, and you have personally led Service Desk transformations from assessment through operating model to MSP transition. You hold ITIL’s highest-level certification and can apply it pragmatically in a risk-averse, highly regulated environment. You are as effective facilitating a room of divisional stakeholders as you are briefing senior IT leadership, and you translate frameworks into plain language that non-technical business users can act on. You are familiar with the ServiceNow functionality to support service desk modernization, and have sufficient expertise to design, develop, test, deploy and manage service desk functionality within the ServiceNow technical stack.

Required Qualifications

• 10+ years of IT Service Management experience.

• ITIL v4 Expert or ITIL Master certification (must be held at the time of proposal submission).

• 5+ years designing and implementing Service Desk transformations.

• Expert knowledge of ITIL and ITSM frameworks.

• Demonstrated experience developing SLA and OLA frameworks.

• Experience designing Managed Service Provider (MSP) operating models.

• Experience conducting current-state assessments and gap analyses for Service Desk or ITSM operations.

• Familiarity with ServiceNow’s service desk capabilities to support design, development, test, deployment and operational oversight activities to modernize service desk operations. 

• Strong facilitation and workshop delivery skills with diverse, cross-functional stakeholders.

• Exceptional written and verbal communication; 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 and eligibility to work in the United States.

• Based in the DC region.

Desired Qualifications

• Experience in federal regulatory and financial-services environments.

• Experience with shift-left strategies and building L1/L2 support capabilities.

• Hands-on familiarity with ServiceNow ITSM and the Common Service Data Model (CSDM).

• Experience supporting MSP vendor selection or transition in a federal environment.

• Organizational change management experience or certification (e.g., Prosci).

Clearance

U.S. citizenship is required. Selected applicants will be subject to a client background investigation and must sign a non-disclosure agreement before starting work.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Employee Bonus Programs