Federated Technology and ITSM Governance Lead

Federated Technology and ITSM Governance Lead The Opportunity: As a member of Booz Allen Hamilton’s Chief Information Office (CIO), the Federated Technology and ITSM Governance Lead will support enterprise-wide technology governance across a distributed technology environment. This role will lead data validation, collection, reconciliation, and quality assurance activities to ensure enterprise technology information is   accurate , accessible, and aligned with firmwide standards.   The successful candidate will collaborate with stakeholders, product and service owners, platform teams, cybersecurity partners, and Enterprise Organization leaders to advance the Federated IT operating model, strengthen IT service management governance, and enable informed technology planning and decision-making. The role will also contribute to the development of policies, strategies, standards, playbooks, and process documentation.   Due to the nature of work performed within this facility, U.S. citizenship is   required .

Develop and maintain technical governance policies, standards, procedures, and playbooks for Federated IT. Support the classification and realignment of mission-critical, Tier 1, and Tier 2 applications and products to CIO ownership, including oversight of Federated and Functional IT within the Digital Portfolio Management workspace. Provide governance and oversight for ITSM processes, frameworks, policies, maturity assessments, and strategy in alignment with industry standards, including ITIL 5. Coordinate cross-functional ITSM working groups and facilitate alignment among process owners, stakeholders, and technology teams. Track and report ITSM KPIs, maturity metrics, compliance measures, risks, and improvement opportunities through monthly performance reviews. Influence, coach, and guide teams in adopting consistent processes, workflows, standards, documentation, and continuous improvement practices. Lead third-party technology acquisition reviews in coordination with product, technology, risk, and cybersecurity experts, while supporting change management and stakeholder engagement. Lead technology and ownership data collection, validation, reconciliation, and quality assurance in partnership with product, business, capability, and cross-functional stakeholders. Collaborate with ServiceNow platform owners to validate configuration items, relationships, ownership, and operational data in accordance with CMDB governance standards. Identify data quality issues, ownership gaps, and systemic process challenges; coordinate remediation and support sustained governance adoption across federated technology organizations. Join us. The world can't wait. You Have: 10+ years of experience supporting organizational change management, stakeholder adoption, or enterprise process transformation Experience applying the Common Service Data Model (CSDM) to CMDB strategy, governance, and data quality Experience developing policies, standards, playbooks, workflows, and process documentation Knowledge of ITIL principles, ITSM processes, service management frameworks, and continuous improvement practices Ability to lead cross-functional teams and influence stakeholders without direct authority Ability to manage multiple priorities, coordinate dependencies, and deliver results in complex, distributed environments Ability to apply analytical, facilitation, communication, and problem-solving skills to enterprise IT service management initiatives Bachelor’s degree in Information Technology, Computer Science, or Business and 10+ years of experience in IT service management, technology governance, or IT service transformation, or 15+ years of experience in IT service management, technology governance, or IT service transformation in lieu of a degree ITIL 4 Foundation Certification Nice If You Have: Experience implementing or maturing federated IT governance models Experience with ServiceNow CSDM, CMDB Health,