ITSM Strategy, Governance, and Service Catalog Lead

The Opportunity:

The ITSM Strategy, Governance, and Service Catalog Lead provides enterprise-wide leadership for the strategy, governance, maturity, and continuous improvement of IT Service Management (ITSM) practices. This role is responsible for defining and governing ITSM standards, driving process maturity, and leading the design, implementation, and ongoing oversight of the enterprise service catalog.

In this role, you will own the end-to-end service catalog lifecycle, including defining standards, establishing service definitions and attributes, ensuring alignment to business capabilities, and governing service onboarding, modification, and retirement. You will ensure the catalog remains accurate, actionable, and business-relevant by implementing clear ownership models, data quality controls, and regular review cycles. You will also ensure seamless integration of the service catalog with ITSM processes such as request fulfillment, incident, change, problem, and service level management.

Working closely with senior IT leaders, business stakeholders, and cross-functional teams, you will ensure ITSM practices effectively support organizational priorities while improving service quality, consistency, and operational efficiency. This is a highly visible leadership role that blends strategic vision with hands-on governance and continuous improvement. Due to the nature of work performed within this facility, U.S. citizenship is required.

What You'll Work On:

• Champion and advance the enterprise ITSM strategy aligned with industry best practices, including ITIL 4.

• Govern and continuously improve ITSM practice governance, standards, and policies.

• Lead ITSM maturity assessments and drive continuous improvement initiatives across the organization.

• Facilitate and participate in cross-functional ITSM working groups to ensure alignment and adoption.

• Assist in definition, creation, tracking, and reporting of ITSM KPIs and maturity metrics.

• Facilitate organization-wide monthly ITSM metrics and performance review sessions.

• Use data and insights to identify trends, risks, and improvement opportunities within the CIO ITSM practices.

• Lead the design, governance, and ongoing evolution of the enterprise service catalog.

• Ensure services are clearly defined, value-driven, customer-focused, and easy to understand.

• Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes.

• Provide guidance and governance for the implementation and adoption of the ServiceNow Common Service Data Model (CSDM).

• Partner closely with the CMDB product team to ensure alignment between ITSM processes, service modeling, and configuration management practices.

• Support strong CMDB and configuration management discipline across the organization.

• Influence, coach, and guide ITSM practice owners and cross-functional teams.

• Drive consistent adoption, compliance, and continuous improvement across all ITSM practices.

• Serve as a trusted advisor to senior IT and business stakeholders.

Join us. The world can't wait.

You Have:

• Experience leading IT Service Management (ITSM) practices in an enterprise environment

• Experience with the ServiceNow Common Service Data Model (CSDM)

• Experience with CMDB and Configuration Management, including governance and data quality practices

• Experience building, implementing, and maintaining enterprise-level service catalog

• Experience influencing cross-functional teams and driving adoption without direct authority

• Knowledge of ITIL 4 concepts, practices, and lifecycle models

• Ability to define, track, and report KPIs and maturity metrics while driving improvement

• Bachelor's degree in an Information Technology, Computer Science, or Business field

• Advanced ITIL 4 Certification, including Strategic Leader, Managing Professional, or Master Certification

Nice If You Have:

• Experience leading or supporting enterprise ITSM transformations or maturity initiatives

• Experience with the ServiceNow platform beyond CSDM

• Experience operating in large, complex, or highly regulated environments

• Experience with ITSM tooling integrations and service modeling best practices

• Possession of excellent communication, facilitation, and stakeholder management skills

• Completion of ITSM, Service Management, or Enterprise Technology Governance training

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.