Senior ITSM Implementation Lead

About the Role

Binary-Code is seeking a Senior ITSM Implementation Lead to support a high-visibility government engagement involving the deployment of Ivanti Neurons for ITSM in an on-premises environment.

This is a mission-critical, client-facing leadership role. You will serve as the technical authority supporting Binary-Code’s Program Management Office (PMO), ensuring successful implementation, system stability, and long-term operational readiness.

This role is not task-based. It is ownership-based.

Key Responsibilities

Implementation & Technical Leadership

• Lead end-to-end implementation of Ivanti Neurons for ITSM (on-prem environment)
• Configure workflows, SLAs, service catalogs, forms, and automation
• Support and execute data migration (including Cherwell → Ivanti transitions)
• Design and validate CMDB structure and service relationships
• Lead system configuration aligned to client requirements and compliance standards

On-Prem Infrastructure Coordination

• Collaborate with infrastructure teams to support:
  • Windows Server environments (2016/2019/2022)
  • Microsoft SQL Server (2016–2022)
  • IIS / application hosting
• Assist with environment setup (Development, Test, Production)
• Support performance tuning, system optimization, and environment stability

Integration & System Design

• Support integrations with enterprise systems (Active Directory, SharePoint, APIs, remote support tools)
• Assist in designing scalable, secure system architecture
• Ensure alignment with client IT security and compliance requirements

Client Engagement & Delivery Support

• Participate in client-facing meetings as the technical lead
• Translate business requirements into technical configurations
• Support User Acceptance Testing (UAT), go-live, and hypercare phases
• Provide troubleshooting, root cause analysis, and system stabilization

Vendor Coordination

• Work with Ivanti (OEM) for product-level escalation when needed
• Support vendor coordination without relinquishing delivery ownership
• Ensure alignment between platform capabilities and client expectations

Documentation & Knowledge Transfer

• Develop technical documentation, runbooks, and configuration guides
• Support training and knowledge transfer to client teams
• Contribute to knowledge base and operational readiness

Required Qualifications

• 7+ years of ITSM implementation experience (Ivanti, Cherwell, ServiceNow, or similar)
• Hands-on experience supporting on-prem enterprise application deployments
• Strong knowledge of:
  • ITSM processes (Incident, Problem, Change, Asset Management)
  • Workflow automation and SLA configuration
• Experience working with:
  • Windows Server environments
  • SQL Server databases
  • Enterprise system integrations
• Ability to lead technical discussions with clients and vendors
• Strong troubleshooting and analytical skills

Preferred Qualifications

• Experience with Ivanti Neurons for ITSM (highly preferred)
• Experience with Cherwell (especially migration scenarios)
• Ivanti or related ITSM platform certification
• ITIL v4 Certification
• Government or public sector experience
• Experience working within Prime/Subcontractor delivery models

License/Certification:

• Ivanti Neurons for ITSM – Administrator (Preferred)
• Ivanti Neurons for ITSM – Implementation Specialist (Preferred)
• Ivanti Neurons Platform / Automation (iPaaS) (Preferred)

What Success Looks Like

• Successful implementation and deployment of Ivanti Neurons (on-prem)
• Seamless migration from legacy systems
• Stable system performance post go-live
• Strong user adoption and operational readiness
• Clear, usable documentation and knowledge transfer

What This Role Represents

• Technical leadership in a high-visibility government engagement
• Direct impact on system design, delivery, and long-term operations
• Opportunity to work in a structured Prime-led delivery model
• Influence over implementation strategy and execution

Compensation

Competitive, based on experience and expertise.

(Contract rates aligned with senior-level ITSM implementation professionals)

Important Note

Binary-Code will lead program delivery. This role supports that leadership by ensuring technical execution aligns with project goals and client expectations.

Apply if you are comfortable owning complex implementations and operating in high-accountability environments.

• This position is contingent upon contract award.