ITSM Service Design and Delivery Lead

Clearance Level
Systems Analysis
Washington, District of Columbia

REQ#: RQ129761

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

Seize your opportunity to make a personal impact as a ITSM Service Design and Delivery 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. 


  • Performs service design and solutions support in order to improve quality of new and existing services
  • Implements methodology to enable piloting and testing to ensure that recommended technologies or enhancements do not disrupt or degrades
  • Provides architecture support services to align customer capabilities to the vision and direction of the overall Enterprise Architecture
  • Implements problem management process that documents root causes and workarounds for incidents



  • Bachelor's Degree

Required Technical Skills:

  • ITIL Foundations v3 or ITIL 4 Foundations certification

Required Experience:

  • 10 years in ITSM Operations

Security Clearance Level:

  • Public Trust clearance (obtain & maintain)

Required Skills and Abilities:

  • Strong working knowledge of Agile software development, Continuous Integration/Continuous Delivery (CI/CD) and Application Release Automation, and application of ITIL service management processes
  • Strong demonstrated experience in the introduction of new changing services and DevSecOps processes and tools for automated application installations
  • Ability to develop solutions include developing full ITIL Service Design Packages, including documenting requirements, creating SLAs, developing Capacity Management plans, IT Service Continuity Plans, and other areas composing ITIL service design
  • Ability to create, direct, and participate in developing ideas to serve as technology insertions into the customer's environment across all support platforms
  • Demonstrated experience coordinating with government officials to present or clarify support requirements and serves as the POC to address service definitions
  • Ability to manage the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support teams
  • Demonstrated experience in aiding in creating modernization standards for offered services and ensure modernization efforts are delivered on schedule
  • Strong working knowledge and/or experience in the following:
    • Ensuring that services are designed appropriately to include innovative IT services complete with architectural diagrams, process flows, policies, SOPs, and other documentation
    • Ensuring that capacity and performance of IT systems and infrastructure meet customer requirements in the most cost-effective and timely manner for current demands and demands into the future
    • Driving efficiencies within the IT infrastructure, while seeking improvement and continual cost reductions in IT services through innovation, automation, and process refinement
    • Defining appropriate level of Service Acceptance Criteria and maintains responsibility for ensuring criteria is met before Go Live


  • 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 #servicedesign

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.