ITIL Expert

ITIL Transformation Sme

GDIT is seeking an experienced ITIL Transformation SME to lead the maturation and optimization of IT Service Management (ITSM) practices. The selected candidate will assess current ITIL v3based processes, identify maturity gaps, and design a comprehensive roadmap for transitioning to ITIL v4 aligned with industry best practices. This role will be pivotal in driving process excellence, governance alignment, and service value realization across the IT organization.

Key Responsibilities:

• Assessment & Gap Analysis
• Conduct a comprehensive review of existing ITIL v3 processes across Service Strategy, Design, Transition, Operations, and CSI.
• Perform an ITSM maturity assessment to identify process strengths, weaknesses, and areas for improvement.
• Benchmark current practices against ITIL v4 frameworks and leading industry standards.
• Roadmap Development
• Develop a phased transformation roadmap for adopting ITIL v4 guiding principles, practices, and value stream models.
• Define short-, mid-, and long-term initiatives for ITIL practice alignment, including cultural, procedural, and tooling adaptations.
• Establish measurable KPIs and success metrics to track progress toward ITSM maturity goals.
• Process Optimization & Implementation
• Lead workshops with stakeholders to re-engineer or optimize processes such as Incident, Change, Problem, Configuration, and Service Request Management.
• Recommend governance and organizational changes to align with ITIL v4's Service Value System (SVS) and Value Stream approach.
• Support tool and workflow optimization within existing ITSM platforms (e.g., ServiceNow, BMC, Cherwell, Jira Service Management).
• Stakeholder Engagement & Training
• Collaborate with executive leadership, service owners, and process managers to ensure alignment with strategic business outcomes.
• Develop and deliver training sessions and enablement plans to upskill teams on ITIL v4 principles and practices.
• Act as a trusted advisor for continuous improvement and value co-creation initiatives.

Required Qualifications:

• Minimum education: Bachelor's degree in Information Technology, Business Administration, or a related field. Preferred education: Master's degree.
• Minimum 10+ years of experience in IT Service Management or IT Operations, including at least 5 years in ITIL transformation or consulting roles.
• Certified ITIL Expert (v3) and ITIL 4 Managing Professional / Strategic Leader certifications are strongly preferred.
• Proven experience performing ITSM maturity assessments, process reengineering, and transformation roadmap design.
• Strong understanding of ITIL 4 practices, including Governance, Service Value Chain, Continual Improvement, and Relationship Management.
• Experience integrating ITIL best practices with Agile, DevOps, and Lean IT frameworks.
• Demonstrated ability to influence and align cross-functional stakeholders at all organizational levels.

Preferred Skills:

• Demonstrated Experience integrating AI, AIOps or automation in ITSM environments
• Hands-on experience with ITSM platforms such as ServiceNow, BMC Helix, Cherwell, or Jira Service Management.
• Prior consulting experience in large-scale IT transformations or federal/government environments.
• Strong documentation and process mapping abilities (Visio, BPMN, or equivalent tools).
• Knowledge of ISO 20000, COBIT, or related governance frameworks.
• Excellent analytical, presentation, and communication skills.
• Ability to prepare for and conduct meetings with decision makers, dispositioning agenda items succinctly and efficiently. Ability to lead decision makers through a consultative and diplomatic approach, driving to decisions and completing actions timely.

The likely salary range for this position is $144,500 - $195,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Remote

Work Location: USA DC Washington

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events.