IT Service Management Architect and Technical PM

2 hours, 10 minutes ago
Full-time
Senior
Software Development
Adept Consulting Services

Adept Consulting Services

Adept Consulting Services provides comprehensive, flexible, and cost-effective technology services and solutions aimed at enhancing profitability for government agencies, Fortune 1000 corporations, and mid-market organizations.

Internet Software & Services
51-250
Founded 1995

Description

  • Author, implement, and maintain the Information Technology Service Management Plan (ITSMP) aligned to ITIL best practices and contractual requirements.
  • Establish the ITSM architecture, roadmap, governance model, roles/RACI, cadences, escalation paths, and service KPIs.
  • Document and implement end-to-end ITSM processes, procedures, templates, controls, and handoffs in coordination with internal teams, vendors, and stakeholders.
  • Lead the stand-up of service management functions, including Service Desk, Incident, Problem, Change, Availability, Capacity, Performance, Reliability, Patch, Release, Configuration, Data, Event, Monitoring, Security, Vulnerability, Continuity, and Disaster Recovery coordination.
  • Define the managed service approach, including the service catalog, support model, escalation paths, on-call expectations, and readiness for SLAs/OLAs.
  • Establish service reporting and performance management, including monthly SLA reporting and monthly maintenance and operations reporting.
  • Create and manage the continual service improvement framework, initial improvement backlog, and transition ownership to steady-state operations after go-live.
  • Coordinate delivery of technical capability workstreams by tracking commitments, managing dependencies, and driving closure through program governance.
  • Translate technical requirements into actionable tasks, deliverables, acceptance criteria, and approvals.
  • Maintain integrated schedules and RAID items, escalate issues promptly, and support operational readiness and handoff for each delivered technical capability.

Requirements

  • Strong working knowledge of ITIL; certification preferred.
  • Experience authoring and implementing IT Service Management Plans (ITSMPs) or equivalent service management documentation.
  • Demonstrated ability to build ITSM capabilities from the ground up, including operating model, processes, roles/RACI, reporting, and go-live transition.
  • Ability to design service management approaches for reuse and scale across multiple services or programs.
  • Experience with project management in enterprise or government-regulated environments, including planning, governance, RAID, status reporting, and stakeholder coordination.
  • Strong communication and stakeholder coordination skills, including experience working with external partners and governance bodies.
  • Ability to bridge technical delivery and operational readiness.
  • PMP preferred.
  • Experience supporting technical capability project management in areas such as accessibility (WCAG), cybersecurity and risk (NIST 800-53, SOC 2, OWASP), cloud and infrastructure (Azure/SaaS, DR), integrations (REST APIs, file transfer), and SDLC governance deliverables.
  • Experience supporting production operations for complex software applications preferred.
  • Familiarity with ITSM tooling such as ticketing/workflow, knowledge management, CMDB, monitoring integrations, and service reporting dashboards preferred.
  • Ability to operate effectively in fast-paced, urgent delivery scenarios preferred.
  • Prior experience in the insurance industry and/or with state or federal government projects preferred.

Benefits

  • 401(k) retirement plan.
  • Paid time off.
  • Health care plan with medical, dental, and vision coverage.

Interested in this position?

Apply directly on the company website

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