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Multi-Sourcing Service Integration (MSI) – SME

Req #: 243048
Location: Chantilly, VA US
Job Category: Engineering
Minimum Clearance Required: TS/SCI with Polygraph

Job Description

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

Required Qualifications:

  • 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

Preferred Qualifications:

  • 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
  • Experience with Organizational Change Management
  • Demonstrated experience producing programmatic deliverables
  • Demonstrated experience with facets of personnel management



What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


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CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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