Continual Service Improvement & Innovation (CSI2) SME

📋 Description

• • The ITSM Continual Service Improvement & Innovation (CSI2) SME is the program’s accelerator for measurable progress, owning the CSI operating model to turn data from ITSM, observability, security, and FinOps into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard.
• • Day to day, you will standardize how improvements are proposed, tested, funded, and scaled by defining baselines, setting clear targets (SLOs/XLAs and cost-per-unit), running A/B or time-boxed trials, and publishing results in plain language; in a multi-vendor SIAM environment, you’ll align partners to common metrics and ensure innovations land safely through change control, compliance, and training so gains persist.
• • You will join General Dynamics Information Technology, Inc. (GDIT), a global technology and professional services company delivering consulting, technology, and mission services to U.S. government, defense, and intelligence agencies, with 30,000 experts operating across 50 countries in digital modernization, AI/ML, Cloud, Cyber, and application development.
• • In this role, you will learn to lead enterprise-scale service improvement initiatives, master data-driven decision making across ITSM and FinOps, and achieve measurable outcomes such as reduced MTTR, improved first-contact resolution, and lower cost per unit while building expertise in change leadership, experimentation, and stakeholder alignment across complex, multi-vendor environments.