IT Service Management (ITSM) Lead

About the role

The ITSM Lead will 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.

Responsibilities

• 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

Requirements

This role requires 10+ years of experience in IT Service Management or IT Operations leadership roles. ITIL® 4 Foundation Certification is required, with advanced ITIL certifications preferred. Demonstrated success implementing, governing, and improving ITSM practices in mid-to-large organizations is also required.

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

Skills

Expert technical knowledge
Knowledge of industry regulations
Ability to lead and coordinate the team activities of others
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
Able to travel as required by business and on-call availability

Benefits

CBIZ, Inc. offers a competitive benefits package including health insurance, retirement plans, and paid time off.

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position with flexible working hours.