Service Integration Lead (SIAM) — Federal Health IT

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. From establishing clear responsibilities and escalation paths to guiding IT service management processes, 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.

• 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.

• Supporting Defense Health Agency (DHA) or Department of Defense (DoD) enterprise service desk operations.
• Owning ServiceNow-supported IT service management processes.

At Rackner, you'll contribute to technology and services that support important federal missions.

Our teams bring together expertise across cloud, DevSecOps, AI/ML, software engineering, and mission operations. We value collaboration, professional growth, and practical solutions to complex challenges.

This position is remote within the United States and requires an active Secret clearance.

Rackner is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable law.