ITSM Process Leader

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.