IT Service Management Specialist

Job description

Job Title: IT Service Management Specialist Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Continental US Anticipated Posting End: 12/31/2026 The Opportunity: The CIS program supports our intelligence customer deliver IT services to conduct its globally distributed operations. We are driving an exciting technological transformation of customer IT services by leading the design, development, implementation, and operation of cutting-edge solutions. This includes continuous service improvement through the modernization of IT system infrastructure. CACI is looking for an experienced, innovative, and motivated IT Service Management Specialist to support the mission objectives and needs of the customer, the Defense Intelligence Agency. The position is contingent upon award of the DIA SITE III CIO Infrastructure Services (CIS) contract. Responsibilities: This role acts as the bridge between technical execution and strategic governance, ensuring that IT services meet established quality, compliance, and performance benchmarks Service Delivery & Quality Ensures high-quality delivery through collaborative customer and team processes, reviews, and demonstrations Champions Information Technology/Information Management (IT/IM) service delivery standards and values across the enterprise Coordinates core ITIL workflows, including Incident, Problem, and Change Management, to minimize service disruptions Governance & Compliance Drives team compliance with the enterprise vision, governance policies, regulations, schedules, and stakeholder engagement plans Provides strategic guidance and support for improved IT management, oversight, and control Continual Improvement & Metrics Oversees, manages, and executes quantifiable Continual Service Improvement (CSI) efforts Fosters open communication across all team levels and measures operational effectiveness using detailed performance metrics Lifecycle & Quality Assurance Develops and maintains the lifecycle project management plan for replacing and updating hardware Performs core Quality Assurance (QA) management functions to validate service standards Qualifications: Required: Must hold a current Top Secret/SCI clearance with ability to obtain poly prior to start DOD 8140 Certification applicable to role (minimum Security+) HS diploma/GED and 12+ years of experience, AA and 10+ years of experience, BS/BA and 8+ years of experience, MS/MA and 6+ years of experience, or PhD and 4+ years of experience Minimum of 8 years of relevant professional experience driving IT management, governance, or service delivery Willingness to learn new skills and new adapt to new environments Desired: Degree in Management, Business, Finance, Economics, Science, Technology, Engineering, or Mathematics ITIL 4 Foundation (or higher) Certification demonstrating a foundational understanding of Continual Service Improvement and IT service lifecycles Familiarity with IC ITE services and classified environments, enterprise governance structures, and DoD/IC IT policies Experience developing, tracking, and presenting detailed IT performance metrics and Key Performance Indicators (KPIs) to leadership Hands-on experience with ServiceNow Project Management Professional (PMP) certification or demonstrated experience managing complex hardware/software lifecycle project plans - What You Can Expect: A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation. An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 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. Since this position can be worked in more than one location, the range shown is the national average for the position. The proposed salary range for this position is: $63,300-$129,700 CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.