IT Service Portfolio and Service Catalog Manager

*We are open to supporting 100% remote work anywhere within the US*

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology-driven department, seeking an IT Service Portfolio and Service Catalog Manager to implement best-practice ITSM portfolio and service management processes for a variety of Federal clients, including the National Institutes of Health (NIH).

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.

Responsibilities include:

• Perform the Process Manager role for the request management process and subject matter expert to the client for service request management within the IT Service Management (ITSM)/ITIL task area
• Ownership of the Service Catalog and Service Portfolio ensure all data relating to the service requests are available when required
• Understand and mature the current service request experience, service portfolio taxonomy and service offering relationships
• Contribute to the development and execution of a roadmap for the service request management process area
• Assess and streamline the Service Catalog
• Liaise with the Federal Process Owner
• Collaborate with other ITSM Process Managers (Change, CMDB, Incident, Knowledge, etc)
• Document and prepare service request management processes and tools
• Identify and report on important metrics for service request management success such as request optimization and automation efforts
• Review existing Service Level Agreements and implement processes to improve compliance
• Process service catalog related requests (new catalog items, enhancements, and retirement, etc.)
• Develop and implement service request management program activities in the following areas: submission, assessment, fulfillment, completion and follow-up; that are aligned with ITIL best practices

Required Skills:

• Bachelor's degree from an accredited institution
• 6+ years of ITSM experience
• 5+ years of experience with Service Portfolio and Service Catalog management, e.g., managing a service portfolio, implementing service request management plans and streamlining service catalog
• ITIL Foundation certification
• US Citizen or Green Card Holder due to federal contract requirements
• Ability to obtain U.S. government public trust clearance
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply

Preferred Skills:

• ITIL Foundation certification
• ServiceNow Certifications
• Roadmap Visualization Experience
• Working with Integrated Project Teams
• 2+ years of experience implementing ITIL processes across a variety of platforms and cloud environments
• Presenting Skills (Presenting to Senior Leadership)
• Collaboration and Planning

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$102,285.00 - $173,884.00Nationwide Remote Office (US99)