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Rockville, Maryland, United States of America
JOB #R2300088

ITSM Strategy Process Manager

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking an ITSM Strategy Process Manager to support current needs with our federal customers.

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking an ITSM Strategy Process Manager to coordinate a team of subject matter experts in developing and implementing best-practice service management designs and architectures of technical ITSM and functional ITIL solutions for a variety of Federal clients, including the National Institutes of Health (NIH). Some work will be required to be performed at client site in Rockville, MD.

Responsibilities include:

  • Perform the Process Manager role for the strategy management for IT services

  • Formulate, document inform overall ITSM vision and strategy in partnership with all ITSM process owners and managers.

  • Assess ITSM/ITIL maturity and develop roadmap to improve service management processes across the client’s solutions A

  • Assist in informing and promoting ITSM strategy so all stakeholders are aware of the strategy and how it will move forward

  • Review the operations and performance of the ITSM strategy and drives necessary adjustments

  • Plan and manage support for strategy management tools and process.

  • Coordinate interfaces between strategy management and other processes.

  • Conduct iterative reviews of the problem management data collected in ServiceNow, interview stakeholders (system owners, data owners, contractor teams, etc.) to identify improvement opportunities, training opportunities, and participate in the KM and CSI processes

  • Help establish a service catalog-based request queue (e.g., with associated standards, processes, metrics, etc.) to create a single point of entry for service improvement ideas

Required Skills and Certifications:

  • Bachelor's degree

  • 8+ years of IT Modernization experience.

  • 5+ years of ITSM/ITIL service management experience

  • 2+ years of experience implementing complex ITSM solutions across a variety of platforms and cloud environments

  • Requires ITIL v3 Expert certification and ITIL v4 Foundation

  • 1+ years of ITIL-related Digital Practices (One of the following: DevSecOps, Product Management centricity, Lean, CX, UX, Design Thinking/HCD, System Thinking, AI OPS, XDR, Distributed Log Management.

  • US Citizen or Green Card Holder due to federal contract requirements.

  • MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred experience:

  • ITIL v4 Managing Professional Certification

  • ITIL 4 Strategic Leader

  • ServiceNow Certifications




Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is

$114,039.00 - $193,866.00

Rockville, MD (MD18)

Who is ICF?

A global consulting services company with approximately 8,000 people across 75+ countries, but we are not your typical consultants.

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ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.