IT Service Management (ITSM) Lead

#LI-AM1 #LI-HybridCBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast.CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.Minimum Qualifications College Degree or equivalent required8 years related experienceExpert technical knowledgeKnowledge of industry regulationsAbility to lead and coordinate the team activities of othersAbility to formulate, document and recommend new policies and proceduresAble to work in and lead a teamDemonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externallyAbility to travel as required by business and on-call availabilityWe are seeking an experienced IT Service Management (ITSM) Lead to own, govern, and continuously improve ITIL-based service management practices within a mid-to-large organization. This role is responsible for driving service maturity, establishing governance and metrics, and leading cross-functional adoption of ITIL best practices. The ITSM Lead will partner closely with key stakeholders to ensure consistent, measurable, and continually improving IT services that align with business objectives.Essential Functions and Primary DutiesOwn, govern, and mature core ITSM practices, including Incident, Problem, Change, Knowledge, and Service Catalog ManagementDevelop and maintain policies, procedures, and governance frameworksEstablish and manage KPIs, SLAs, dashboards, and executive-level reporting to measure service performance and maturityDrive root cause analysis, process audits, and continual service improvement initiativesLead cross-team adoption of ITIL best practices and ensure consistent execution across IT Facilitate training sessions, workshops, and stakeholder engagement to promote process adherence and improvementDrive accountability and performance across teams, ensuring measurable service improvementsPartner with IT leadership to align service management practices with business needs and regulatory requirementsLead and coordinate the activities of others, providing guidance, direction, and supportPreferred Qualifications10+ years of experience in IT Service Management or IT Operations leadership rolesITIL 4 Foundation Certification required; advanced ITIL certifications preferredDemonstrated success implementing, governing, and improving ITSM practices in mid-to-large organizationsStrong experience owning and maturing ITIL practices (Incident, Problem, Change, Knowledge, Service Catalog)Proven ability to build metrics, KPIs, SLAs, dashboards, and executive-level reportingStrong analytical and root cause analysis skills with the ability to translate insights into actionable improvementsExcellent facilitation, training, and stakeholder engagement skillsStrong leadership, collaboration, and time management abilitiesPosting Date: 2026-03-09