ITSM Process Lead

We are partnering with an organization undergoing significant IT service management transformation and seeking an experienced ITSM Process Lead to help mature and scale service delivery practices across the enterprise.This role will be responsible for driving ITSM strategy, process governance, and continuous improvement initiatives while partnering with technical teams, business stakeholders, and platform administrators. The ideal candidate combines strong ITIL knowledge with the ability to assess current-state processes, identify opportunities for improvement, and lead organizational adoption of service management best practices.This individual will play a key role in establishing sustainable ITSM processes and will provide oversight and direction for service management platform resources supporting the environment.ResponsibilitiesLead enterprise ITSM process improvement initiatives across IT operations and service delivery teamsEstablish and maintain governance for Incident, Problem, Change, Knowledge, Request, and Service Catalog processesDrive adoption of ITIL best practices and service management standards throughout the organizationPartner with technical and business teams to identify process gaps and implement improvementsDevelop KPIs, reporting, and service management metrics to measure process effectivenessCreate process documentation, policies, procedures, and operating modelsFacilitate cross-functional workshops to align stakeholders on service management prioritiesSupport service management platform initiatives and provide direction regarding process requirements and platform utilizationLead continuous improvement efforts focused on service quality, operational efficiency, and user experienceAssist with organizational change management and communication efforts related to process enhancementsEvaluate current-state service delivery practices and develop strategic roadmaps for ITSM maturityWhat We're Looking ForA process-minded leader who can balance governance with practicalityStrong facilitator capable of building consensus across diverse stakeholder groupsSomeone who can assess current challenges, prioritize improvements, and execute against a long-term roadmapA continuous improvement mindset with a focus on operational excellence and service qualityInterested candidates should submit resumes to View email address on click.appcast.io.(com).