Schedule a call →

<p>Interview fractional leaders this week for <strong>free</strong>!</p>

Fincons Group

Fincons Group is seeking an experienced ITSM Process Leader to lead and govern enterprise IT Service Management processes for a large-scale technology transformation initiative. The ideal candidate combines deep ITIL expertise with strong ServiceNow experience, exceptional program leadership skills, and the ability to influence stakeholders across global organizations. This is a highly visible role supporting executive leadership and driving enterprise-wide ITSM maturity.

ITSM Process Leader (ServiceNow / ITIL)
---------------------------------------

**Location:** Los Angeles, CA (Hybrid; New York or Nashville also considered)

**Employment Type:** Contract, with potential contract-to-hire

**Expected Duration:** Approximately 7–8 months

**On-site Requirement:** Approximately two days per week

**Target Start Date:** ASAP

### Key Responsibilities

*   Lead the definition, enhancement, implementation, governance, and continual improvement of ITIL-based IT Service Management processes, including Incident, Change, Problem, Service Request, Knowledge, and Service Level Management.
*   Serve as the ITSM process lead and executive proxy during a large-scale ServiceNow implementation, coordinating across internal teams and third-party implementation partners.
*   Design, document, and govern ITSM processes, clearly defining process ownership, roles, responsibilities, and operating procedures.
*   Partner with technology and business stakeholders to establish and maintain service catalogs and service offerings aligned with business requirements.
*   Define, monitor, and report on KPIs, SLAs, and operational metrics, identifying opportunities for continual service improvement.
*   Establish governance frameworks to ensure ITSM processes remain current, compliant, and consistently adopted across the organization.
*   Drive operational excellence through process optimization, automation, risk reduction, and improved service delivery.
*   Develop and maintain a Configuration Management Database (CMDB) that is fully integrated with ITSM processes.
*   Conduct ITSM maturity assessments, process reviews, and operational audits to identify improvement opportunities.
*   Improve the end-user support experience by enhancing self-service capabilities, workflow automation, knowledge management, and user communications.
*   Partner with cross-functional teams to develop knowledge management strategies, dashboards, reporting, and executive-level metrics.
*   Analyze operational data and present actionable insights and recommendations to executive leadership.
*   Provide leadership, guidance, and best practices throughout the ServiceNow implementation lifecycle.

### Qualifications

*   10+ years of experience leading IT Service Management programs within large enterprise environments.
*   Extensive knowledge of the ITIL framework with hands-on experience designing, implementing, and governing enterprise ITSM processes.
*   Strong ServiceNow experience, including Incident Management, Change Management, Problem Management, Request Management, Knowledge Management, Service Level Management, CMDB, workflow automation, and self-service capabilities.
*   Experience leading enterprise ServiceNow implementations or major ITSM transformation initiatives.
*   Strong understanding of ITSM governance, process ownership, and operational excellence.
*   Experience with business process design, systems analysis, workflow modeling, and organizational change management.
*   Demonstrated ability to lead cross-functional programs involving executive stakeholders and third-party implementation partners.
*   Excellent communication, presentation, stakeholder management, and influencing skills.
*   Strong analytical and reporting skills with experience presenting operational metrics and executive dashboards.
*   ITIL certification (Foundation or higher) required.
*   ServiceNow certifications are highly preferred.

### Preferred Experience

*   Experience serving as a program lead or executive proxy during enterprise technology transformation initiatives.
*   Experience supporting executive leadership and white-glove stakeholder environments.
*   Consulting or professional services experience is a plus.
*   Experience working within large global organizations.

Group Talent Acquisition Director

Tiziana Loporchio

HR Talent Acquisition Lead at Fincons Group

Silvia Bognanni

HR Talent Acquisition Lead

Senior Talent Acquisition Manager

Ana Napolitano

Senior Manager Talent Acquisition

HR Talent Acquisition Senior Specialist

Talent Acquisition, Manager

Talent Acquisition Senior Specialist

Senior Talent Acquisition Specialist

Human Resources Director

Deputy HR Director

Senior HR Manager

Human Resources Manager Delivery Center

HR Administration Team Leader

Team Leader HR Administration

Senior Human Resources Manager CH & International

Operations Manager

ITSM Process Leader (ServiceNow / ITIL) - Fincons.US, Inc.

IT Service Management

Stakeholder Management

Knowledge Management

Configuration Management Database

ITIL

Incident Management

Change Management

Fincons Group is seeking an experienced ITSM Process Leader to lead and govern enterprise IT Service Management processes for a large-scale technology transformation initiative. This contract role involves leading ITIL-based ITSM processes and a ServiceNow implementation, with a potential contract-to-hire opportunity.

ITSM Process Leader

Engineering

Fincons Group

Jobs

ITSM Process Leader

About this page