CACI is seeking an experienced and highly motivated Multi-Sourcing Service Integration (MSI) – SME with 10 or more years of service operations management experience in a multi-supplier environment. The MSI SME is a multifaceted senior role in the client’s multi-supplier ecosystem supporting the implementation and management of ITSM organization, processes, and policies.
The successful candidate will be responsible for providing thought leadership on the implementation, maintenance, and delivery of MSI and ITSM Service Operations.
As an MSI SME you will:
Understand the customer’s business and the impact of the ecosystem on its ability to succeed
Support the organizational change initiatives required to transition the customer’s operations to the commercial-based MSI ecosystem model
Manage the transition and design of the MSI organization to an operational state, including any required staffing, processes, and strategic direction
Oversee the MSI functions including ecosystem governance, customer engagement, service transition, and performance management
Oversee the MSI Service Operations processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, and Service Catalog.
Optimize the overall operation of the ecosystem services, managed service providers, and processes to create and increase value for the customer
Engage with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem
Collaborate with other ecosystem support functions such as Situational Awareness as a Service, Integrated Operations, and the Integrated Service Center to manage the cross-functional processes required for seamless service delivery
Support the CSI program through identification and implementation of opportunities to improve service performance
Active TS/SCI with Polygraph clearance
Bachelor’s degree in Information Technology, Information Systems, Statistics, Business, Management or related field
Minimum of 10 years work experience in IT service management
ITIL Expert Certified or ability to obtain within first six months
Experience of performance data analysis of ITIL® processes
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven mindset of service excellence and customer satisfaction
Successful teamwork experience and demonstrated leadership abilities
Experience working with Government clients, specifically within the Intelligence Community.
Familiarity with IT Service Management toolsets such as ServiceNow or Remedy
Project Management Professional (PMP) certification
Minimum of 5 years relevant work experience and leadership in MSI commercial environment
Leader in MSI practice implementation and operations
Led managed IT infrastructure service transitions
Experience leading large teams in a matrixed management structure