Lead ITSM/ITIL Consultant (SME)

Opportunity Overview

Northramp is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to serve as the senior IT service management authority on an enterprise Service Desk modernization for a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow, while preserving specialized support tiers such as executive white-glove service.

You will lead the current-state assessment, design the future-state service operating model, and shape the requirements the agency will use to select and hold its MSP accountable. The role owns the ITIL-aligned design behind the transformation: support tiers, escalation and routing, the SLA/OLA framework, and the service catalog. You will work hand in hand with our ServiceNow Architect to make sure that design is built into the platform, not left on paper.

This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.

This position is a proposed Key Personnel role and is contingent upon contract award. Selected candidates will be asked to sign a letter of intent and allow Northramp to submit their resume as part of our proposal.

Location & Work Arrange