ITSM Lead

The ITSM Lead plays a critical role in ensuring the effective implementation and governance of IT Service Management (ITSM) processes across the organization. This role focuses on leading and overseeing ITSM practices, including change management, incident management, and asset management, to maintain operational excellence and service reliability. The ITSM Lead will also support CIO-level reporting and data standardization efforts, ensuring alignment with organizational goals and strategies.

Key Responsibilities

Primary Responsibilities: ITSM Leadership and Oversight

1. Lead the implementation and continuous improvement of ITSM processes, including incident, change, and asset management.
2. Chair weekly Change Advisory Board (CAB) meetings, ensuring alignment with IT governance policies.
3. Facilitate post-incident reviews for major IT incidents, ensuring root cause analysis and actionable recommendations are documented and presented.
4. Oversee the asset management process for software and hardware, ensuring data accuracy and alignment with organizational policies.
5. Promote ITIL best practices across IT teams and provide training or mentorship to ensure consistent adoption.

Secondary Responsibilities: Strategic IT Governance and Reporting

1. Collaborate with IT leadership to standardize and report on IT metrics and key performance indicators (KPIs).
2. Prepare executive-level summaries and dashboards for IT Steering Committee meetings.
3. Support cross-departmental alignment on IT governance, ensuring data consistency and reporting accuracy.
4. Participate in strategic projects or initiatives as assigned by the CIO.

Equal Opportunity Employer/Veterans/Disabled