Responsibilities:

• Provides technical and management leadership for IT project management services supporting DT/EA/CST Portfolio and Product Teams, coordinating with assigned Government representatives for project execution and documentation

• Establishes and maintains structured processes to engage with Product Teams throughout the entire product lifecycle from initial planning through deployment and ongoing support, ensuring early and continuous Enterprise Operations involvement

• Advises Product Teams on operational requirements, including infrastructure, security, monitoring, and support to ensure alignment with Enterprise Operations standards, DoS policies, and industry best practices

• Develops, maintains, and updates deployment readiness checklists that capture all required operational activities, ensuring Product Teams adhere to these checklists and providing oversight to confirm completion of all items prior to deployment

• Supports data sharing and electronic transfer initiatives with interagency partners, including DHS, DOJ, DoW, and other agencies, representing DoS's technical and subject matter interests on relevant interagency calls

• Develops and implements comprehensive performance management and customer experience programs that measure service quality, user satisfaction, and operational effectiveness, requiring corrective action plans for identified non-compliance

• Collaborates with designated stakeholders to identify all operational services requiring Performance Management Metrics, documenting standard definitions for SLAs, SLOs, and KPIs, and proposing continuous improvement methodologies for Government approval via Performance Management Plan

• Conducts pre-deployment reviews with Product Teams using deployment readiness checklists to validate readiness, documents and tracks any issues identified, and provides post-deployment support ensuring smooth transition to production

• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Qualifications:

Required –

• BA/BS + 13 years of relevant experience; equivalencies considered

• Active Secret clearance

• Extensive experience leading enterprise IT Service Management (ITSM) programs, governance, and service delivery within large-scale, complex IT environments

• Demonstrated experience establishing, implementing, and continuously improving ITIL-aligned processes, including Incident, Problem, Change, Configuration, Knowledge, Request, and Service Level Management

• Experience leading operational readiness and service transition activities, including production readiness reviews, deployment governance, operational acceptance criteria, and transition to ongoing support

• Demonstrated experience establishing and managing SLAs, SLOs, KPIs, service performance metrics, dashboards, and corrective action plans to drive service quality and operational improvement

• Experience partnering with Product Teams, engineering, infrastructure, cybersecurity, application development, and operations teams throughout the product/service lifecycle to ensure operational requirements are addressed

• Experience developing and implementing performance management, customer experience, and continual service improvement programs across enterprise IT services

• Experience with enterprise ITSM platforms, such as ServiceNow, and leveraging service management data to identify trends, risks, performance gaps, and improvement opportunities

• Demonstrated ability to provide strategic ITSM leadership and governance, facilitate cross-functional decision-making, and advise senior Government and program stakeholders on service delivery and operational performance

Desired –

• Prior experience supporting federal agencies, especially the Department of State

• Experience supporting large-scale, geographically dispersed or global enterprise IT environments

• Experience integrating ITSM practices with Agile, DevSecOps, product management, and/or IT operations frameworks

• ITIL 4 or ITIL-related certification

• PMP, CAPM, CSM, or other relevant project/service management certification

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: