Service Integration Lead (SIAM) — Federal Health IT

The role

The Service Integration Lead will lead service integration activities across multiple IT service providers. You will develop service management plans and own ServiceNow process design to support a federal health mission.

What you will do

• Lead service integration activities across multiple IT service providers
• Develop and maintain the Integrated Service Management Plan, RACI, and service interface agreements
• Establish case ownership, escalation paths, and handoff responsibilities
• Lead participation in customer service-integration forums and maintain records
• Own ServiceNow process design for incident, request, and change management
• Work with service providers and operational teams to support consistent service management practices
• Lead monthly service reviews in collaboration with the Program Manager

Required 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

Nice to have

• 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

Before you apply

• Active Secret clearance required

About the company

Rackner provides technology and services that support federal missions. Their teams work across cloud, DevSecOps, AI/ML, software engineering, and mission operations.