IT Service Management (ITSM) Lead

ITSM Lead

We 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 Duties

• Own, govern, and mature core ITSM practices, including Incident, Problem, Change, Knowledge, and Service Catalog Management
• Develop and maintain policies, procedures, and governance frameworks
• Establish and manage KPIs, SLAs, dashboards, and executive-level reporting to measure service performance and maturity
• Drive root cause analysis, process audits, and continual service improvement initiatives
• Lead 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 improvement
• Drive accountability and performance across teams, ensuring measurable service improvements
• Partner with IT leadership to align service management practices with business needs and regulatory requirements
• Lead and coordinate the activities of others, providing guidance, direction, and support

Preferred Qualifications

• 10+ years of experience in IT Service Management or IT Operations leadership roles
• ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
• Demonstrated success implementing, governing, and improving ITSM practices in mid-to-large organizations
• Strong experience owning and maturing ITIL practices (Incident, Problem, Change, Knowledge, Service Catalog)
• Proven ability to build metrics, KPIs, SLAs, dashboards, and executive-level reporting
• Strong analytical and root cause analysis skills with the ability to translate insights into actionable improvements
• Excellent facilitation, training, and stakeholder engagement skills
• Strong leadership, collaboration, and time management abilities

Minimum Qualifications

• College Degree or equivalent required
• 8 years related experience
• Expert technical knowledge
• Knowledge of industry regulations
• Ability to lead and coordinate the team activities of others
• Ability to formulate, document and recommend new policies and procedures
• Able to work in and lead a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability