Subject Matter Expert (SME), Service Delivery

We are seeking a Subject Matter Expert (SME), Service Delivery to join the team of a leader in the Retail & Consumer Goods space. This senior point of contact will shape service roadmaps, lead cross‑functional teams to document workflows, strengthen operational readiness, and ensure service performance goals are consistently met. The role also drives continuous improvement and supports onboarding of new services in a high‑impact, government‑facing environment.

Location: Remote – US‑based candidates only; no visa sponsorship available.

Responsibilities

• Serve as the primary contact for customer stakeholders and create service roadmaps
• Lead cross‑functional groups to produce workflow and process documentation
• Manage delivery of ServiceNow support services to meet performance goals
• Drive continuous improvement initiatives for service efficiency and quality
• Support onboarding of new services and ensure operational readiness

Qualifications

• Bachelor of Science degree
• 10 or more years of relevant experience
• ITIL certification
• ServiceNow certification or equivalent expertise
• Substantial hands‑on experience in IT service management

Benefits

• Remote work flexibility with a hybrid model
• On‑site collaboration opportunities in Washington, DC
• Engagement in high‑impact service delivery for a government body

Pay

$176,000 – $220,000 annually