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.

Responsibilities

• Lead enterprise ITSM process improvement initiatives across IT operations and service delivery teams
• Establish and maintain governance for Incident, Problem, Change, Knowledge, Request, and Service Catalog processes
• Drive adoption of ITIL best practices and service management standards throughout the organization
• Partner with technical and business teams to identify process gaps and implement improvements
• Develop KPIs, reporting, and service management metrics to measure process effectiveness
• Create process documentation, policies, procedures, and operating models
• Facilitate cross-functional workshops to align stakeholders on service management priorities
• Support service management platform initiatives and provide direction regarding process requirements and platform utilization
• Lead continuous improvement efforts focused on service quality, operational efficiency, and user experience
• Assist with organizational change management and communication efforts related to process enhancements
• Evaluate current-state service delivery practices and develop strategic roadmaps for ITSM maturity

What We're Looking For

• A process-minded leader who can balance governance with practicality
• Strong facilitator capable of building consensus across diverse stakeholder groups
• Someone who can assess current challenges, prioritize improvements, and execute against a long-term roadmap
• A continuous improvement mindset with a focus on operational excellence and service quality

Interested candidates should submit resumes to sally.lander@roberthalf.(com).

Qualifications:

• 5+ years of ITSM, service management, or IT operations process experience
• Strong understanding of ITIL principles and service management frameworks
• Experience leading process improvement and organizational transformation initiatives
• Working knowledge of Incident, Change, Problem, Request, and Knowledge Management processes
• Experience facilitating discussions with both technical and business stakeholders
• Ability to develop metrics, dashboards, and service management reporting
• Strong communication, documentation, and stakeholder management skills
• Experience driving adoption of standardized processes across multiple teams

Preferred Qualifications

• ITIL Foundation, Practitioner, Managing Professional, or similar certification
• Experience working with BMC Helix, Remedy, ServiceNow, Jira Service Management, or similar ITSM platforms
• Background in governance, process design, or operational excellence initiatives
• Experience supporting enterprise-scale IT organizations
• Knowledge of organizational change management principles

Compensation

About Us

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