Subject Matter Expert; SME), Service Delivery

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

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DMI, LLC is seeking aService Delivery Subject Matter Expert to serve as the customer-facing service management authority on a Service Now maturity, support, and development program for the U.S. Senate Sergeant at Arms (SAA).

This role is the primary point of contact for customer stakeholders. It leads the cross-functional working groups that produce the process and workflow documentation feeding the assessment phase, owns service performance measurement, and supports transition of new capabilities into operations. This is a service management professional rather than a developer: the value is in process design, facilitation, measurement, and the judgment to tell the difference between a process problem and a platform problem.

Duties and Responsibilities:

• Stakeholder Engagement and Facilitation
  • Serve as the primary point of contact for customer stakeholders and create service roadmaps in coordination with customer leadership.
  • Facilitate and lead cross-functional working groups producing workflow and process documentation.
  • Collect and validate requirements, and coordinate stakeholder participation in testing and sign-off.
• Service Delivery Oversight
  • Manage and oversee delivery of Service Now support and development services, ensuring alignment with agreed requirements and performance goals and objectives.
  • Coordinate across development, testing, training, and change management functions so service outcomes, not just platform releases, are delivered.
• Performance Measurement and Continuous Improvement
  • Develop, monitor, and report on service performance metrics, identifying areas for improvement.
  • Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.
  • Establish performance baselines where existing data is incomplete or of poor quality, and propose defensible key performance indicators and benchmarking measures.
• Service Transition
  • Support service transition activities, ensuring new services are effectively onboarded and integrated into operations.
  • Confirm operational readiness, support model coverage, and documentation sufficiency before a capability is accepted into production service.
• Assessment and Planning Deliverables
  • Contribute substantively to the Current-State Assessment covering service delivery models, processes, workflows, support models, platform utilization, pain points, manual processes, dependencies, governance, and training.
  • Contribute to the Future-State Service Delivery Model, Baseline Performance Assessment, and Gap and Root Cause Analysis.

Education and Years of

Experience:

• Bachelor of Science degree.
• Ten or more years of relevant experience.
• ITIL certification.
• Service Now certification or demonstrated equivalent platform expertise.

Required Skills &

Certifications:

• Substantial hands‑on experience in IT service management, including process design, service transition, and service performance measurement in an enterprise environment.
• Demonstrated ability to facilitate and lead cross‑functional working groups with business and technical stakeholders, including senior staff.
• Experience defining, reporting, and acting on service performance metrics and key performance indicators.
• Working knowledge of Service Now as a service delivery…