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 v3–based 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.

EDUCATION AND EXPERIENCE:
Technical Training, Certification(s) or Degree and 10+ years of experience

Job Description

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 v3–based 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 AnalysisConduct 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 DevelopmentDevelop 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 & ImplementationLead 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 & TrainingCollaborate 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 environmentsHands-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.