Service Integration Lead (SIAM) — Federal Health IT

Role overview Coordinate IT service delivery across multiple providers supporting a federal health mission. The role establishes a consistent service management framework, clarifies ownership and escalation paths, and works with customer, technical, and program stakeholders to improve accountability and day-to-day coordination. The position is remote within the United States and requires an active Secret clearance.

Responsibilities - Lead service integration across the enterprise service desk, technical support teams, and external providers. - Maintain the integrated service management plan, responsibility assignment matrix, and service interface agreements. - Define case ownership, escalation routes, and handoff responsibilities between teams. - Represent the service integration function in customer forums and track decisions, issues, and follow-up actions. - Own ServiceNow process design for incident, request, and change management, including service routing and handling rules. - Coordinate consistent service management practices and lead monthly service reviews with program leadership.

Requirements - Active U.S. Government Secret security clearance. - At least eight years of professional IT service management experience. - At least three years in a multi-provider Service Integration and Management role. - ITIL 4 Managing Professional designation or SIAM Professional certification.

Nice to have - Experience supporting Defense Health Agency or Department of Defense enterprise service desk operations. - Experience owning ServiceNow-supported ITSM processes.

Benefits and work setup Remote work within the United States. Benefits described in the source include employer-supported professional certifications, career development, a retirement plan with employer match, health and disability coverage, paid time off and holidays, home-office support, and wellness reimbursement.