IT Service Management Specialist

About the role

The CIS program supports our intelligence customer deliver IT services to conduct its globally distributed operations. We are driving an exciting technological transformation of customer IT services by leading the design, development, implementation, and operation of cutting-edge solutions. This includes continuous service improvement through the modernization of IT system infrastructure. CACI is looking for an experienced, innovative, and motivated IT Service Management Specialist to support the mission objectives and needs of the customer, the Defense Intelligence Agency. The position is contingent upon award of the DIA SITE III CIO Infrastructure Services (CIS) contract.

Responsibilities

• This role acts as the bridge between technical execution and strategic governance, ensuring that IT services meet established quality, compliance, and performance benchmarks
• Service Delivery & Quality
• Ensures high-quality delivery through collaborative customer and team processes, reviews, and demonstrations
• Champions Information Technology/Information Management (IT/IM) service delivery standards and values across the enterprise
• Coordinates core ITIL workflows, including Incident, Problem, and Change Management, to minimize service disruptions
• Governance & Compliance
• Drives team compliance with the enterprise vision, governance policies, regulations, schedules, and stakeholder engagement plans
• Provides strategic guidance and support for improved IT management, oversight, and control
• Continual Improvement & Metrics
• Oversees, manages, and executes quantifiable Continual Service Improvement (CSI) efforts
• Fosters open communication across all team levels and measures operational effectiveness using detailed performance metrics
• Lifecycle & Quality Assurance
• Develops and maintains the lifecycle project management plan for replacing and updating hardware
• Performs core Quality Assurance (QA) management functions to validate service standards

Requirements

• Required:
• Must hold a current Top Secret/SCI clearance with ability to obtain poly prior to start
• DOD 8140 Certification applicable to role (minimum Security+)
• HS diploma/GED and 12+ years of experience, AA and 10+ years of experience, BS/BA and 8+ years of experience, MS/MA and 6+ years of experience, or PhD and 4+ years of experience
• Minimum of 8 years of relevant professional experience driving IT management, governance, or service delivery
• Willingness to learn new skills and new adapt to new environments
• Desired:
• Degree in Management, Business, Finance, Economics, Science, Technology, Engineering, or Mathematics
• ITIL 4 Foundation (or higher) Certification demonstrating a foundational understanding of Continual Service Improvement and IT service lifecycles
• Familiarity with IC ITE services and classified environments, enterprise governance structures, and DoD/IC IT policies
• Experience developing, tracking, and presenting detailed IT performance metrics and Key Performance Indicators (KPIs) to leadership
• Hands-on experience with ServiceNow
• Project Management Professional (PMP) certification or demonstrated experience managing complex hardware/software lifecycle project plans
• -
• What You Can Expect:
• A culture of integrity.
• At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
• An environment of trust.
• CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
• A focus on continuous growth.
• Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
• Pay Range :

Benefits

Additional Information

Job Title: IT Service Management Specialist Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Continental US Anticipated Posting End: 12/31/2026

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at CACI? Share your experience