About this role
Role Description
Rackner is seeking an experienced Service Integration Lead to support IT service delivery for a federal health mission. In this role, you'll help bring multiple service providers together under a consistent service management framework. Your work will strengthen accountability and coordination across a complex environment.
You'll have meaningful ownership of service integration practices while collaborating with customer stakeholders, technical teams, and program leadership to improve how services are managed and delivered.
- Lead service integration activities across multiple IT service providers, including the enterprise service desk, technical support teams, and vendors.
- Develop and maintain the Integrated Service Management Plan, responsibility assignment matrix (RACI), and service interface agreements.
- Establish clear case ownership, escalation paths, and handoff responsibilities across service teams.
- Lead the team's participation in customer service-integration forums and maintain records of key decisions and issues.
- Own ServiceNow process design for incident, request, and change management, including approval of service routing and handling rules.
- Work with service providers and operational teams to support consistent service management practices.
- Lead monthly service reviews in collaboration with the Program Manager.
Qualifications
- ITIL 4 Managing Professional designation or SIAM Professional certification.
- 8+ years of professional IT service management experience.
- At least 3 years of experience in a multi-supplier Service Integration and Management (SIAM) role.
- Active U.S. Government Secret security clearance.
Preferred Qualifications
- Supporting Defense Health Agency (DHA) or Department of Defense (DoD) enterprise service desk operations.
- Owning ServiceNow-supported IT service management processes.
Benefits
- Company-supported professional certifications aligned with program work.
- Professional development and career growth opportunities.
- 401(k) with 100% company match up to 6%.
- Medical, dental, vision, life, and disability coverage.
- Generous paid time off and company holidays.
- Home-office equipment and remote-work support.
- Fitness and wellness reimbursement.
- Weekly pay schedule and team events.
Work Arrangement
This position is remote within the United States and requires an active Secret clearance.
Equal Opportunity
Rackner is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable law.