DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking a high-impact Senior ITIL Services Master/Manager to lead enterprise-wide IT Service Management (ITSM) strategy and operations. This role demands a hands-on expert with a proven track record of designing, optimizing, and governing ITIL-based service delivery frameworks in large-scale, mission-critical environments. You will be responsible for operational excellence across all core ITIL disciplines—Incident, Problem, Change, Configuration, Service Catalog, Asset, and Continual Service Improvement.

This is not a checkbox role. We need a strategic thinker and operational tactician who can challenge the status quo, align IT with business objectives, and drive efficiency, reliability, and customer satisfaction.

Key Responsibilities:

• Own the end-to-end ITSM lifecycle, serving as the organizational authority on ITIL best practices.
• Lead governance, design, and continual improvement of all core ITIL processes (ITIL v4 preferred).
• Drive maturity of service management practices through data-driven KPIs, audits, and root cause analysis.
• Oversee the Configuration Management Database (CMDB) and ensure data integrity, federation strategy, and integration with other systems.
• Define and enforce change control policies to minimize risk and downtime across the enterprise.
• Lead the development and maintenance of a centralized Service Catalog and Request Fulfillment process.
• Build and mentor a distributed team of process owners, service delivery managers, and ITSM analysts.
• Partner with infrastructure, application, cybersecurity, and business units to ensure seamless, value-driven service delivery.
• Evaluate and implement ITSM tools (ServiceNow, BMC Remedy, etc.) to support automation, orchestration, and analytics.
• Create and present executive-level reports and roadmaps for service performance, risks, and improvement initiatives.
• Stay ahead of evolving industry standards (DevOps, SRE, Agile, Lean IT) and integrate as appropriate into ITIL operations.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business, or related field (Master’s preferred).
• ITIL v4 Managing Professional (MP) or ITIL Master certification.
• 10+ years in ITSM roles, including 5+ years at a senior management level.
• Deep hands-on experience with one or more major ITSM platforms (ServiceNow, BMC, Cherwell).
• Proven success in designing and implementing ITIL-aligned processes across enterprise IT environments.
• Strong understanding of governance, risk, compliance (GRC), and enterprise service delivery frameworks.
• Demonstrated ability to lead cross-functional teams and manage competing priorities in high-pressure environments.

Preferred Qualifications:

• Experience supporting or delivering IT services in Federal or regulated environments (e.g., FedRAMP, FISMA, ISO 20000).
• Knowledge of adjacent frameworks and practices: COBIT, TOGAF, NIST, DevOps, Agile/SAFe.
• Strong understanding of automation tools and integration between ITSM, CMDB, monitoring, and asset systems.
• PMP or Six Sigma certification a plus.

What Success Looks Like:

• ITSM KPIs show marked improvement within 6–12 months (MTTR, change success rate, SLA adherence).
• CMDB accuracy exceeds 95%, with active integrations supporting impact analysis.
• Business stakeholders report increased satisfaction with IT services, responsiveness, and reliability.
• Governance boards and audit findings reflect enhanced maturity and reduced operational risk.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA 

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DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

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Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.