Booz Allen Hamilton · 8 hours ago
ITSM Strategy, Governance, and Service Catalog Lead
McLean, VA
Full-time
Hybrid
Mid, Senior Level
$99K/yr - $225K/yrBooz Allen Hamilton is seeking an ITSM Strategy, Governance, and Service Catalog Lead to provide enterprise-wide leadership for IT Service Management practices. The role involves defining and governing ITSM standards, driving process maturity, and overseeing the enterprise service catalog while ensuring alignment with business capabilities.
ConsultingCyber SecurityIT InfrastructureManagement ConsultingSecurity
No H1B
U.S. Citizen Only
Responsibilities
Champion and advance the enterprise ITSM strategy aligned with industry best practices, including ITIL 4
Govern and continuously improve ITSM practice governance, standards, and policies
Lead ITSM maturity assessments and drive continuous improvement initiatives across the organization
Facilitate and participate in cross-functional ITSM working groups to ensure alignment and adoption
Assist in definition, creation, tracking, and reporting of ITSM KPIs and maturity metrics
Facilitate organization-wide monthly ITSM metrics and performance review sessions
Use data and insights to identify trends, risks, and improvement opportunities within the CIO ITSM practices
Lead the design, governance, and ongoing evolution of the enterprise service catalog
Ensure services are clearly defined, value-driven, customer-focused, and easy to understand
Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes
Provide guidance and governance for the implementation and adoption of the ServiceNow Common Service Data Model (CSDM)
Partner closely with the CMDB product team to ensure alignment between ITSM processes, service modeling, and configuration management practices
Support strong CMDB and configuration management discipline across the organization
Influence, coach, and guide ITSM practice owners and cross-functional teams
Drive consistent adoption, compliance, and continuous improvement across all ITSM practices
Serve as a trusted advisor to senior IT and business stakeholders
Qualification
Required
Experience leading IT Service Management (ITSM) practices in an enterprise environment
Experience with the ServiceNow Common Service Data Model (CSDM)
Experience with CMDB and Configuration Management, including governance and data quality practices
Experience building, implementing, and maintaining enterprise-level service catalog
Experience influencing cross-functional teams and driving adoption without direct authority
Knowledge of ITIL 4 concepts, practices, and lifecycle models
Ability to define, track, and report KPIs and maturity metrics while driving improvement
Bachelor's degree in an Information Technology, Computer Science, or Business field
Advanced ITIL 4 Certification, including Strategic Leader, Managing Professional, or Master Certification
Preferred
Experience leading or supporting enterprise ITSM transformations or maturity initiatives
Experience with the ServiceNow platform beyond CSDM
Experience operating in large, complex, or highly regulated environments
Experience with ITSM tooling integrations and service modeling best practices
Possession of excellent communication, facilitation, and stakeholder management skills
Completion of ITSM, Service Management, or Enterprise Technology Governance training
Benefits
Health
Life
Disability
Financial
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Company
Booz Allen Hamilton
Booz Allen Hamilton is a consulting firm that specializes in analytics, technology, and engineering.
Founded in 1914
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.03B2025-03-11Post Ipo Debt· $650M
2023-08-01Post Ipo Debt· $650M
2020-08-13Post Ipo Debt· $700M
Leadership Team
Matthew Calderone
Chief Financial Officer and Executive Vice President
Kristine Anderson
Chief Operating Officer
Recent News
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