IT Performance Management SME

Job Summary

Aretum is seeking an experienced IT Performance Management Subject Matter Expert (SME) to serve as a lead technical and analytical resource supporting IT portfolio oversight and performance management.

The IT Performance Management SME will evaluate the performance, efficiency, and effectiveness of IT services through a program governance and oversight lens. Rather than managing the day-to-day IT service delivery lifecycle, this role will assess integrator performance, analyze technical and financial data, develop meaningful performance measures, and provide data-driven recommendations that support Government decision-making.

The ideal candidate will bring significant experience in IT governance, performance management, IT service management, and program controls, with the ability to translate complex technical and operational information into actionable insights for both technical and executive stakeholders.

• Serve as a subject matter expert for IT performance management, governance, and portfolio oversight activities.
• Develop, refine, and assess Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other performance measures used to evaluate IT service provider and integrator performance.
• Ensure performance measures effectively assess service quality, operational efficiency, cost-effectiveness, value, and alignment with Government objectives.
• Analyze technical, operational, financial, and performance data from integrators, IT portfolio systems, and other data sources.
• Identify performance trends, emerging risks, inefficiencies, gaps, and opportunities for improvement.
• Evaluate performance against established baselines, service levels, contractual requirements, and organizational objectives.
• Translate complex performance data into clear findings, recommendations, dashboards, executive summaries, and decision-support materials.
• Provide data-informed recommendations to Government leadership and governance bodies, including Executive Review Boards (ERBs), Program Review Boards (PRRs), Change Control Boards (CCBs), and similar forums.
• Support the Program Manager in the design, implementation, and continuous improvement of the Performance Management Framework.
• Develop methodologies and business logic supporting performance dashboards, portfolio health models, automated reporting, scorecards, and other performance-management tools.
• Apply IT service management and governance frameworks, including ITIL and COBIT, to evaluate vendor and service-provider performance.
• Collaborate with program leadership, technical teams, financial stakeholders, service integrators, and Government personnel to validate performance data and reporting requirements.
• Support continuous improvement initiatives by identifying opportunities to strengthen performance measurement, reporting, governance, and accountability.
• Communicate technical and analytical findings effectively to both technical and non-technical stakeholders.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, Engineering, or a related field.
• 10+ years of experience supporting IT governance, IT performance management, program controls, IT portfolio management, or a related environment.
• Demonstrated experience applying IT service management and governance frameworks, such as ITIL or COBIT, within complex IT environments.
• Proven experience developing, managing, evaluating, or analyzing KPIs, SLAs, operational metrics, and performance measures for large-scale IT programs or service contracts.
• Experience evaluating vendor, contractor, or systems-integrator performance against established performance requirements.
• Strong experience analyzing technical, operational, and financial data to identify trends, risks, performance gaps, and improvement opportunities.
• Demonstrated experience with business intelligence, reporting, dashboarding, or data visualization tools.
• Experience developing executive-level performance reports, scorecards, dashboards, or decision-support materials.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication skills with demonstrated ability to communicate complex technical findings to technical and non-technical audiences.
• Ability to work effectively with Government stakeholders, program leadership, technical teams, and service providers.
• Ability to obtain and maintain a DHS Public Trust suitability determination.

• ITIL, COBIT, PMP, or other relevant IT governance, service management, project management, or performance-management certification.
• Experience supporting Department of Homeland Security (DHS) or another federal civilian agency.
• Experience supporting large-scale federal IT modernization, IT service management, or enterprise technology programs.
• Experience with portfolio governance, program management offices (PMOs), Service Delivery and Resource Allocation (SDRA), or similar program-control…