Lead IT Service Management (ITSM)
Hybrid in Plantation, FL, US • Posted 4 hours ago • Updated 4 hours ago

Voto Consulting LLC
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Job Details
Skills
- Service now
- Servicenow
- IT Service Management
- ITSM
- ITIL
- Change management
- BMC
- Remedy
- Jira
Summary
Position- Lead IT Service Management (ITSM), Local
Type- Hybrid (Onsite 4 days/week)
Location- Plantation, FL
Visa- and USC
The IT Service Management (ITSM) Lead is a key member of the IT Technology Services team, responsible for driving service management and delivery excellence within Jazwares. This role requires deep expertise in ITIL frameworks, a strategic mindset, and a strong ability to lead IT service optimization efforts. The ITSM Lead serves as the key point of contact for the implementation and ongoing management of ITIL (Information Technology Infrastructure Library) practices, fostering a culture of continuous improvement and operational excellence.
DUTIES AND RESONSIBILITIES
- Develop, implement, and oversee ITSM frameworks and strategies that align IT services with business objectives and IT goals
- Lead the adoption and continual improvement of ITIL frameworks, ensuring best practices are followed across the organization
- Work closely with stakeholders to define service level agreements (SLAs) and ensure adherence to them
- Define and monitor Key Performance Indicators (KPIs) to measure the effectiveness and efficiency of IT services
- Establish and manage ITSM policies and procedures, ensuring compliance with regulatory and organizational standards
- Define, maintain, and drive asset management, change management, incident management, problem management, and release management processes to minimize service disruptions and optimize IT operations
- Facilitate Change Advisory Board (CAB) meetings to review, schedule, and approve change requests
- Ensure all changes and releases are documented, assessed for risk, and communicated to relevant stakeholders
- Ensure accurate and up-to-date records of all IT assets, including their life cycle status
- Audit and evaluate existing processes to identify areas of improvement, automation, and integration
- Lead the evaluation, selection, and implementation of ITSM tools and platforms
- Ensure the effective configuration and integration of ITSM tools to support automated workflows and reporting capabilities
- Identify opportunities for innovation and improvement within IT operations and services
- Supervise new ITSM staff as the Jazwares IT Service Management practice grows
- Provide guidance and mentorship to IT staff on ITIL practices and related ITSM tools
REQUIRED LEVEL/TYPE/YEARS OF EXPERIENCE
- 5+ years in IT service management, with a strong emphasis on ITIL practices and change management
- 3+ years of experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or equivalent platforms
- 2+ years in a leadership capacity
- Proven track record of leading ITSM initiatives in a mid-to-large scale organization
- Experience in automation and AI-driven IT service enhancements
- Leadership in large-scale IT transformation projects
REQUIRED KNOWLEDGE, SKILLS, ABILITIES
- In-depth understanding of ITIL best practices and frameworks
- Excellent organizational, analytical, and problem-solving skills
- Leadership qualities, including mentoring and team-building skills
- Exceptional communication and interpersonal skills
- An affinity for collaborating effectively with cross-functional teams
- Strong stakeholder management abilities
- Proven ability to manage multiple priorities in a fast-paced environment
- Adaptability and resilience in a fast-paced, changing environment.
PREFERRED KNOWLEDGE, SKILLS, ABILITIES
- Experience with project management methodologies and tools
- Familiarity with Agile and DevOps practices
- Knowledge of regulatory compliance requirements related to IT asset management
- Experience with software development lifecycle (SDLC) processes
Thanks & Regards
Shivam Rajpal
Team Lead- US IT Recruitment
Desk- X 142
Mob-
Email-
LinkedIn-
Voto Consulting LLC- M/WBE Certified Company
- Dice Id: 91014022
- Position Id: 8856768
- Posted 4 hours ago
Company Info
About Voto Consulting LLC
Voto Consulting LLC is currently accepting resumes for a variety of positions. Please review the database of positions that we are seeking to fill and contact us for additional information about any specific opportunity.

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