IT Service Management Lead

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

The IT Service Management (ITSM) Lead will be a key member of the IT Operations team responsible for driving service management maturity and ensuring IT services deliver measurable value to the business. This role emphasizes process leadership, ITIL governance, and continual improvement across IT Operations.

Essential Functions and Primary Duties
*Serve as the primary owner and champion of ITIL-aligned ITSM practices (Incident, Problem, Change, Knowledge, Service Catalog, etc.)
*Define and manage ITSM policies, procedures, and governance frameworks that align IT services with business objectives
*Establish and track Key Performance Indicators (KPIs) to measure service quality, efficiency, and user satisfaction
*Lead the adoption, training, and ongoing reinforcement of ITIL best practices across IT Operations and partner teams
*Collaborate with stakeholders to define and monitor SLAs, ensuring accountability and performance against targets
*Conduct audits and assessments of existing processes to identify gaps, improvement opportunities, and automation potential
*Drive continual service improvement by analyzing root causes, trends, and performance metrics
*Facilitate cross-team workshops and training sessions to embed ITSM best practices across the organization
*Provide guidance and mentorship to ensure teams understand and comply with ITSM processes
*Support post-incident reviews and ensure lessons learned are incorporated into process improvements

Preferred Qualifications
*5+ years of experience in IT Service Management or IT Operations leadership roles
*College degree or equivalent required
*ITIL 4 Foundation Certification (advanced ITIL certifications preferred)
*Demonstrated success in implementing, governing, and improving ITSM processes in mid-to-large organizations
*Strong analytical and root cause analysis skills, with the ability to translate findings into actionable improvements
*Proven ability to develop and communicate metrics, dashboards, and executive-level reporting
*Excellent facilitation, training, and stakeholder engagement skills
*Strong leadership, collaboration, and time management abilities

Minimum Qualifications
* College Degree or equivalent required
* 6 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

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