Enterprise ITSM & Continual Service Improvement (CSI) Lead

Quantum Sky is searching for an Enterprise ITSM & Continual Service Improvement (CSI) Lead to support a large, multi-site Department of Defense IT and Cybersecurity program for the F-35 Lightning II Joint Program Office. Reporting to the Program Manager, the Enterprise ITSM & Continual Service Improvement (CSI) Lead is responsible for end-to-end governance, execution, and maturation of IT Service Management processes across the enterprise.

The role drives measurable service outcomes, champions a data-driven improvement culture, and ensures alignment of Incident, Problem, Change, Request, Knowledge, Service Level, and Service Continuity practices with business objectives and regulatory requirements. Onsite presence in Arlington, VA is required; periodic (25%) travel will be necessary to support global program objectives. Reporting Lines & Key Interfaces: Reports to Program Manager. Interfaces with Service Owners, Operations/NOC, Security/SOC, Architecture, PMO, and Business Relationship Managers.  Chairs/coordinates CAB(s) and the ITSM Process Council. 

Responsibilities:

• Own and continuously improve the enterprise ITSM framework (Incident, Problem, Change, Request, Knowledge, Service Level, Service Catalog/CMDB, and Service Continuity). 
• Establish governance, process controls, and operating procedures; run the ITSM Process Council and chair/coordinate CABs (Change Advisory Boards) as needed. 
• Define service KPIs and SLOs; implement dashboards and scorecards; lead review cycles to identify trends, root causes, and improvement opportunities (e.g., MTTR, FCR, SLA compliance). 
• Maintain the CSI roadmap and backlog; quantify value, set hypotheses, and lead cross-functional improvement sprints; validate benefits post-implementation. 
• Partner with Service Owners, Operations, Security, and PMO to integrate ITSM into day-to-day execution and projects (shift-left, automation, and knowledge re-use). 
• Drive Problem Management (proactive and reactive), including trend analysis, Known Error DB, and permanent fixes to reduce repeat incidents. 
• Strengthen Change Management hygiene (risk assessment, testing, backout plans, and post-implementation reviews) to maximize change success and minimize disruption. 
• Advance Service Continuity practices (impact analysis, resilience patterns, drills, RTO/RPO alignment) and ensure alignment to business and compliance requirements. 
• Ensure the Service Catalog and CMDB integrity (service definitions, ownership, relationships, and CI lifecycle); enable impact analysis for incidents/changes. 
• Evolve request fulfilment workflows for speed and quality; enable self-service and automation where appropriate. 
• Lead knowledge management (authoring standards, article lifecycle, deflection metrics) and embed knowledge into support processes and self-service. 
• Champion customer and employee experience (CSAT/NPS); capture Voice of the Customer and incorporate into CSI initiatives. 
• Defines ITSM policies, standards, and process designs; approves process changes and improvement experiments; sets KPI targets with Service Owners and governs adherence; prioritizes the CSI backlog and allocates improvement capacity across functions. 
• Integrate ITSM with enterprise platforms and tooling (ITSM platform, observability, AIOps, collaboration tools); drive data quality and interoperability. 
• Establish audit-ready processes; maintain evidence and controls to support internal/external audits (e.g., ISO/IEC 20000, NIST-aligned internal controls). 
• Provide coaching and training for process owners, service desk, and resolver groups; develop role-based competencies and career paths for ITSM functions. 
• Report progress, risks, and decisions to leadership; escalate systemic issues; manage stakeholders and communications across business and IT. 

Performance Metrics & Success Criteria:

• Incident Mgmt: MTTR (P2/P3) — Target: < 4 hrs / < 8 hrs; Frequency: Daily/Weekly. 
• Incident Mgmt: First Contact Resolution — Target: > 65%; Frequency: Monthly. 
• Problem Mgmt: Repeat Incident Reduction — Target: > 30% q/q; Frequency: Quarterly. 
• Change Mgmt: Change Success Rate — Target: > 95%; Frequency: Monthly. 
• Change Mgmt: Emergency Changes — Target: < 5% of total; Frequency: Monthly. 
• Request Fulfilment: Average Cycle Time — Target: -10% q/q; Frequency: Monthly. 
• Knowledge Mgmt: Deflection Rate — Target: > 20%; Frequency: Monthly. 
• Service Level: SLA Compliance — Target: > 98%; Frequency: Monthly. 
• Continuity: Critical Service Availability — Target: > 99.9%; Frequency: Monthly. 
• CSI: Initiatives Delivered — Target: >= 6/quarter; Frequency: Quarterly. 
• Customer Experience: CSAT (post-incident) — Target: >= 4.5/5; Frequency: Monthly. 

Qualifications


Required:

• Education: MA/MS. Substitution: BA/BS with 12+ years of relevant experience  
• Experience: 10+ years in IT service operations or service management, including 5+ years leading enterprise ITSM process ownership. 
• Candidate must demonstrate problem control, recognition, research, isolation, resolution, follow-up, and help-desk system experience.
• ITSM Process Ownership: Leadership in incident, major incident, request, problem, change, knowledge, configuration, service catalog, and continual improvement.  Demonstrated success establishing and maturing ITIL-based processes and CSI programs at scale. Experience defining SLAs, XLAs, KPIs, service health dashboards, trend analysis, and service improvement plans. Experience directing major incident response, communications, root-cause analysis, and corrective actions.
• Maintenance of a continual improvement register, prioritizes initiatives, quantifies benefits, and tracking implementation. 
• Strong analytics orientation with proficiency in service metrics, trend analysis, and ROI modeling for improvements. 
• Experience with ITSM platforms (BMC Helix preferred), observability/monitoring, and automation/orchestration. 
• Working knowledge of service continuity, risk, and compliance practices (e.g., ISO/IEC 20000; NIST-aligned internal controls) and audit evidence requirements. 
• Excellent facilitation and stakeholder management skills; able to lead CABs, PIRs, RCA workshops, and executive readouts. 
• Certifications: ITIL® 4 Foundation (required). 

Desired:

• ITIL® 4 Managing Professional certification. 
• Lean Six Sigma Green/Black Belt. 
• Hands-on leadership of enterprise ITSM implementations and CSI programs using BMC Helix (preferred) and AIOps/automation. 
• Driving cross-functional improvements with measurable outcomes (e.g., MTTR reduction, change success, deflection rates). 
• Governance: Previous experience chairing service reviews, CAB/process governance, and cross-functional improvement forums. 

Clearance:

• Secret clearance at time of submission.

Location:

• Arlington, VA; onsite presence required with willingness to travel worldwide (25% travel).