ITSM Technical Lead

Position: ITSM Technical Lead
Location: Remote (willing to travel onsite)
Job Type: Direct Hire

Job Description

• We are seeking a strategic, hands-on IT Service Management (ITSM) Leader to join us at the Manager level and drive our vision, strategy, and operational execution.
• This role will be instrumental in designing, implementing, and managing ServiceNow-based ITSM processes that align with our business goals and regulatory requirements.
• The successful candidate will combine strong technical acumen with leadership skills, directly managing the platform as well as guiding managed service providers (MSPs) to deliver best-in-class IT services.

What You Will Contribute

• Through successful delivery of an ITSM roadmap, this leader will contribute to improving customer service experience and create capacity for service management teams.
• Collaborate with IT leadership, business units, and compliance teams to align services with organizational priorities.
• Develop and execute a comprehensive ITSM strategy aligned with business and regulatory needs.
• Serve as the primary owner of ITSM processes and continuous improvement initiatives.

ServiceNow Management

• Own and manage the configuration, customization, and administration of the ServiceNow platform.
• Help define the ServiceNow strategy to support complementary applications such as Moveworks.
• Leverage AI where appropriate to accelerate benefits of the ServiceNow platform.
• Develop and maintain ITSM modules which may include Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Implement automation, self-service capabilities, and workflows to improve user experience and service delivery.
• Ensure platform performance, security, and scalability to support current and future needs.

Operational Support & Governance

• Work with Site Services leader to oversee day-to-day IT service operations, ensuring SLAs, KPIs, and compliance requirements are met.
• Lead incident management and major incident response processes, ensuring timely resolution and communication.
• Manage relationships and performance of external MSPs and vendors supporting ITSM delivery.
• Define and maintain governance structures, policies, and controls to ensure ITSM process integrity and audit readiness.

People & Stakeholder Engagement

• Collaborate with internal IT staff and cross-functional stakeholders such as infrastructure, security and IT business partners on establishing best practices and facilitating process improvement activities where appropriate.
• Foster a service-oriented culture, promoting ITSM best practices and service excellence.
• Follow organizational change management best practices to support teams in adopting new technologies

What We Seek

• Bachelor s degree in Information systems, Computer Science, or related field.
• 5+ years of ITSM experience, specifically in ServiceNow.
• Hands-on experience configuring and administering ServiceNow in a production environment.
• Deep understanding of ITIL frameworks and life sciences regulatory environments (e.g., GxP, SOX).
• Proven experience managing MSPs and third-party service providers.
• Experience with agile service delivery.
• Passionate about leveraging AI and learning new skills.
• Effective communication and stakeholder management skills.
• ServiceNow Certified System Administrator or Implementation Specialist is preferred.
• Experience in biotech, pharmaceutical, or medical device organization is preferred.
• Familiarity with quality systems and computerized system validation (CSV) is preferred