Enterprise ITSM & Continual Service Improvement; CSI) Lead

Description

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) Leadis responsible forend-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 businessobjectivesand 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 toidentifytrends, 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 andallocatesimprovement 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 st systemic issues; manage stakeholders and communications across business…