Director of IT Service Management

Job Description

Job Description

LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.

If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.

The Director of IT Service Management reports to the Chief Operating Officer and leads Lightedge’s ITSM governance and improvement. The Director directly leads the Change Management function; oversees the CMDB project through completion and transition to operational ownership; sponsors Problem Management by setting best practices, sharing themes and hotspots, and driving action items to closure; and ensures Incident Management processes and tooling are optimized for effective response, communication, and operational visibility. The role sets priorities, aligns cross-functional stakeholders, and measures outcomes across these areas.

Key Responsibilities:

Change Management leadership

• Lead the Change Management function across participating Lightedge teams and own its process, standards, governance, decision rights, and improvement roadmap.
• Set expectations for change types, risk and impact assessment, approvals, scheduling, conflict management, emergency changes, and post-implementation reviews.
• Lead Change Advisory Board (CAB) governance; ensure decisions, risks, conflicts, and follow-up actions have clear owners and are recorded.
• Ensure change records capture implementation, validation, backout, communication, ownership, and relevant links to services, configuration items, incidents, and problems.
• Review change outcomes and trends, including successful, failed, backed-out, emergency, and unauthorized changes; coordinate corrective improvements with responsible teams.
• Partner with ServiceNow administration and development teams to prioritize enhancements that strengthen change controls and make the process easier to use.

CMDB project oversight

• Oversee the CMDB project through agreed completion criteria and transition to ongoing operational ownership.
• Monitor project scope, milestones, dependencies, risks, decisions, resource needs, vendor deliverables, and acceptance criteria; raise material issues for timely resolution.
• Ensure the project establishes clear configuration item (CI) standards, data ownership, relationships, lifecycle states, quality expectations, and reconciliation practices.
• Coordinate with service, platform, product, licensing, procurement, architecture, and IT teams to improve the accuracy and usefulness of configuration records.
• Confirm discovery, automation, service mapping, and integrations are addressed where they support the approved project outcomes.
• Plan knowledge transfer, documentation, support ownership, and ongoing governance so teams can sustain the project results after completion.

Problem Management sponsorship

• Sponsor the Problem Management function and establish practical governance, roles, review cadence, and root-cause and corrective-action practices.
• Review recurring and high-impact issues, incident and problem themes, operational hotspots, risks, and overdue actions with accountable service and technical owners.
• Ensure problem records document known errors, workarounds, contributing factors, root-cause findings, and corrective or preventive actions.
• Track identified actions to completion, verify whether actions reduced recurrence or customer impact, and escalate unresolved risks or ownership gaps.
• Share relevant themes, hotspots, progress, and systemic improvement needs with operational leaders and stakeholders.

Incident Management process and tooling optimization

• Ensure Incident and Major Incident processes and ServiceNow tooling support timely restoration, clear ownership, appropriate escalation, and reliable stakeholder communications.
• Review and optimize severity criteria, workflows, response roles, major incident declaration and closure, record quality, and post-incident review practices with incident leaders and operational teams.
• Use incident trends, customer impact, feedback, and process data to identify tooling gaps, recurring friction, and improvement opportunities.
• Partner with ServiceNow administrators, developers, SRE, Support, Monitoring, and service teams to prioritize and implement process, workflow, reporting, and automation improvements.

ITSM governance, reporting, and continual improvement

• Set clear ownership, handoffs, escalation paths, minimum records, and controls for the processes within the role’s scope.
• Consult Operations, service owners, technical leaders, Compliance, Product, Architecture, and other affected stakeholders before material process changes.
• Build understanding and adoption through practical communications, training, office hours, accessible documentation, and feedback loops.
• Establish meaningful baselines and measures for change, CMDB project delivery, problem action effectiveness, and incident process and tooling health; report progress and risks to leadership.
• Support audit readiness by maintaining process evidence, control descriptions, records, and training materials, and by coordinating responses to findings.
• Coordinate with owners of related practices such as Knowledge, Service Catalog, Event, Availability, and Service Level Management to maintain appropriate process and tool alignment.

Guiding Principles

• Prioritize actions that reduce customer impact, restore service safely, and support clear communications.
• Make process, record, decision, and corrective-action ownership explicit.
• Design processes with the teams that use them and apply controls proportionate to risk and urgency.
• Use trustworthy data and measured outcomes to improve service reliability, adoption, and operational efficiency.

Qualifications and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• Typically 10+ years of experience in IT Service Management, IT Operations, or a related field, including leadership of cross-functional process improvement.
• Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices.
• Experience overseeing a ServiceNow CMDB or related platform project, including governance, data quality, stakeholder alignment, delivery risks, and operational transition.
• Strong working knowledge of ITIL practices; ITIL 4 Foundation or higher preferred.
• Experience with ServiceNow process capabilities and CMDB governance. Familiarity with ITAM, ITOM, CSM, SOW, PPM, Telco Order Management, and Discovery is beneficial.
• Experience coordinating cross-functional initiatives and third-party professional services, including scope, milestones, deliverables, dependencies, and risks.
• Ability to facilitate governance forums, resolve process disagreements, and build commitment across teams with different operational needs.
• Strong written and verbal communication skills, including the ability to communicate process requirements, themes, risks, and outcomes to executives and technical and nontechnical audiences.
• Strong analytical, organizational, and problem-solving skills; experience developing process documentation, training, dashboards, and operational reports.
• Experience supporting audits, compliance controls, or operational risk management.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant equivalent are beneficial.

Measures of Success

Performance in this role may be assessed through measures such as:

• Change process adoption, record quality, completion of required reviews, visibility of risk, and change outcome trends.
• Delivery of CMDB project milestones and acceptance criteria, CMDB data quality and ownership, and successful transition to ongoing operational support.
• Visibility and timely closure of Problem Management actions, verified effectiveness of corrective actions, and progress on recurring themes and hotspots.
• Demonstrated improvements in Incident Management workflows, tooling, record quality, reporting, escalation, and stakeholder communications.
• Stakeholder understanding and adoption of the processes within the role’s scope.
• Audit readiness, timely resolution of process findings, and measurable improvements in service reliability, operational efficiency, and customer impact.

With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.