ITSM Measurement and Continual Service Improvement (CSI) Lead

Clearance Level
Data Visualization
Washington, District of Columbia

REQ#: RQ129772

Travel Required: Less than 10%
Public Trust: NACI (T1)
Requisition Type: Pipeline

Seize your opportunity to make a personal impact as an ITSM Measurement and Continual Service Improvement (CSI) Lead. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career

At GDIT, people are our differentiator. You will help ensure today is safe and tomorrow is smarter. 


  • Oversees IT service performance measurement and process improvement
  • Manages, monitors, measures, and reports metrics and key performance indicator (KPI) performance
  • Directs customer engagement and service delivery excellence initiatives and oversees innovation and improvement initiatives



  • Bachelor's Degree

Required Technical Skills:

  • ITIL Foundations v3 or ITIL 4 Foundations

Required Experience:

  • 10+ years in ITSM operations

Security Clearance Level:

  • Public Trust (obtain & maintain)

Required Skills and Abilities:

  • Strong demonstrated experience in defining, tracking, analyzing, and reporting ITSM metrics
  • Strong knowledge and application of ITIL service management processes
  • Strong experience in Continual Service Improvement (CSI) and its application in an IT Service Management (ITSM) environment
  • Strong ability to strategically think about operational needs and opportunities, while always taking a customer and partner-centric approach
  • Excellent troubleshooting and problem-solving skills involving large, complex systems
  • Ability to maintain dashboards that provide automated customer metrics, statistics, and real-time data on critical success factors and key performance indicators
  • Ability to develop and maintain a Service Catalog detailing services and how to request each of the services
  • Demonstrated experience in reviewing, analyzing, prioritizing, and making recommendations on improvement opportunities in each lifecycle stage: service strategy, service design, service transition, service operation and Continual Service Improvement (CSI)
  • Ability to identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes
  • Demonstrated ability to build and maintain customer relationships and ensure customer satisfaction
  • Demonstrated experience continuously monitoring and reporting meaningful metrics to inform efficient and quality program delivery allowing for increased customer and end user satisfaction
  • Ability to leverage systems engineering and roadmap development experience in support of customer initiatives and requirements


  • On site at 1800 F Street N.W. Washington D.C. 20405


  • Full-flex work week to own your priorities at work and at home (with prior manager approval)
  • 401K with company match 
  • Internal mobility team dedicated to helping you own your career 
  • Professional growth opportunities including paid education and certifications
  • Cutting-edge technology you can learn from 
  • Rest and recharge with paid vacation and holidays

This program requires U.S. Citizenship for this position

#gditcareers #itsm #measurement

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.