IT Service Management; ITSM Lead​/Manager

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IT Service Management (ITSM) Lead / Manager

Location: Louisville, KY

Employment Type: Contract

We are seeking an experienced IT Service Management (ITSM) Lead to drive the strategy, governance, and continuous improvement of IT service delivery. This role will be responsible for aligning ITSM processes with business objectives, leading service management operations, and ensuring consistent adoption of ITIL 4 best practices across the organization.

• Strong understanding of ITIL 4 framework and IT service management best practices
• Excellent leadership, communication, and change management skills
• Proven strategic thinking and analytical problem-solving abilities
• Experience with process improvement methodologies such as Lean and Six Sigma
• Experience in vendor and contract management
• Hands-on experience with ITSM platforms (Service Now preferred)

• Strategy & Alignment
  • Define and execute the IT Service Management strategy, ensuring IT services align with and support business objectives
  • Partner with business and IT leadership to translate business needs into effective service management practices
• Process Ownership
  • Own and oversee core ITSM processes including Incident, Problem, Change, Request, and Asset Management
  • Ensure consistent process design, documentation, and adoption across the organization
• Governance & Compliance
  • Establish governance frameworks for process monitoring, compliance, and reporting to leadership and governing bodies
  • Ensure adherence to policies, standards, and regulatory requirements
• Continuous Service Improvement (CSI)
  • Lead continuous improvement initiatives to enhance service efficiency, effectiveness, and user satisfaction
  • Apply Lean/Six Sigma methodologies to identify, prioritize, and implement improvements
• Team Leadership
  • Mentor and manage Service Management Office (SMO) team members
  • Assign responsibilities and foster collaboration across IT and business units
• Performance & Financial Management
  • Define and monitor KPIs and SLAs, report on service performance, and drive accountability
  • Manage service-related budgets and vendor performance
• Stakeholder Management
  • Act as a primary liaison between IT and business stakeholders
  • Manage expectations and ensure IT services consistently meet business needs
• Tool Ownership
  • Own and manage the IT Service Management platform (e.g., Service Now)
  • Define the platform roadmap and oversee administration, enhancements, and optimization

• ITIL 4 Certification
• Service Now administration or implementation experience
• Experience leading ITSM transformation or maturity improvement initiatives