Northramp is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to serve as the senior IT service management authority on an enterprise Service Desk modernization for a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow, while preserving specialized support tiers such as executive white-glove service.
You will lead the current-state assessment, design the future-state service operating model, and shape the requirements the agency will use to select and hold its MSP accountable. The role owns the ITIL-aligned design behind the transformation: support tiers, escalation and routing, the SLA/OLA framework, and the service catalog. You will work hand in hand with our ServiceNow Architect to make sure that design is built into the platform, not left on paper.
This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.
This position is a proposed Key Personnel role and is contingent upon contract award. Selected candidates will be asked to sign a letter of intent and allow Northramp to submit their resume as part of our proposal.
Hybrid, based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including stakeholder workshops and executive briefings. This role is not open to candidates outside the DC region.
You have spent a decade or more designing and running IT service management, and you have personally led Service Desk transformations from assessment through operating model to MSP transition. You hold ITIL’s highest-level certification and can apply it pragmatically in a risk-averse, highly regulated environment. You are as effective facilitating a room of divisional stakeholders as you are briefing senior IT leadership, and you translate frameworks into plain language that non-technical business users can act on.
U.S. citizenship is required. Selected applicants will be subject to a client background investigation and must sign a non-disclosure agreement before starting work.
A compass does not tell you where to go. It tells you if you are still headed in the right direction. That is how we approach every engagement. We keep our bearing on the outcome you set out to achieve and make trade-offs visible when conditions change.
Northramp was founded in 2012 by leaders who had spent their careers at some of the largest consulting firms and believed that technology services could be delivered differently. The idea was simple. Technology should strengthen missions, not complicate them. Today, we help federal agencies turn complexity into progress by combining deep technical expertise with mission insight, disciplined Agile and Lean practices, and a practical understanding of federal standards and constraints. We put cloud, automation, AI, and other modern technologies to work on real mission problems.
Being a smaller firm is the point, not a caveat. Decisions move quickly, and our teams stay close to the clients and missions they support. Every engagement carries our reputation, so there is no B team. We are not here to fill seats or run out the clock. We are here to help you reach the outcome that mattered in the first place.
We are proud to be certified by the U.S. Small Business Administration as a Women-Owned Small Business (WOSB).
• Cloud, Data & AI Modernization • IT Service Management & Secure Operations • IT Strategy & Enterprise Architecture • Program, Acquisition & Financial Management
