Director of IT Service Management

📋 Description

• Lead the Change Management function across participating Lightedge teams and own its process
• Set expectations for change types, risk and impact assessment, approvals, scheduling, conflict
• Lead Change Advisory Board (CAB) governance; ensure decisions, risks, conflicts, and follow-up
• Ensure change records capture implementation, validation, backout, communication, ownership, and
• Review change outcomes and trends, including successful, failed, backed-out, emergency, and
• Partner with ServiceNow administration and development teams to prioritize enhancements that

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a
• Typically 10+ years of experience in IT Service Management, IT Operations, or a related field
• Demonstrated experience leading Change Management governance and improving Incident and Problem
• Experience overseeing a ServiceNow CMDB or related platform project, including governance, data
• Strong working knowledge of ITIL practices; ITIL 4 Foundation or higher preferred.
• Experience with ServiceNow process capabilities and CMDB governance. Familiarity with ITAM, ITOM