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IT Service Management Architect and Technical PM

2 weeks, 6 days ago
United States
Full-time
Senior
Technical Project Manager
Software Development
Azure Cybersecurity FTP OWASP Penetration Testing REST API
Apply Now
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
View All Jobs 6

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

Apply Now

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