Lead Service Management Specialist

Job Title: Lead Service Management Specialist

Duration: Remote

Location : Longterm Contract

Large Hospital System is seeking a Lead Service Management Specialist to provide leadership and operational support for enterprise IT Service Management (ITSM) processes. This role will oversee change and release management operations while ensuring the stability and integrity of production systems.

The ideal candidate will have strong experience in ITIL-based service management environments, leading Change Advisory Boards (CAB), coordinating system releases, and driving continuous improvement across service management processes.

Key Responsibilities

• Lead Change Management processes and facilitate Change Advisory Board (CAB) meetings
• Coordinate deployment of software and hardware releases across enterprise systems
• Serve as the subject matter expert for Change, Release, and Problem Management processes
• Mentor and coach technical teams on ITSM processes and documentation standards
• Coordinate with Service Desk and Operations teams on production changes and outages
• Participate in Root Cause Analysis (RCA) for service disruptions
• Identify opportunities to improve ITSM processes and operational workflows
• Develop and maintain process documentation supporting production and development environments
• Track and monitor ticket quality and SLA performance
• Assist with Enterprise Service Desk ticket volumes when needed
• Manage ticket escalation and incident triage processes
• Supervise staff and coordinate departmental activities

Required Qualifications

• Bachelor s degree in Business Administration, Finance, Accounting, or related field
• Minimum 5 years of experience in administration, systems analysis, or office management
• Experience supporting IT Service Management operations
• Strong understanding of ITIL and ITSM frameworks
• Experience coordinating Change and Release Management activities
• Experience managing incidents and service requests in enterprise environments
• Strong documentation and process improvement skills

Preferred Skills

• Experience in healthcare IT environments
• Familiarity with enterprise service desks and operations centers
• Experience with CAB governance and production change control processes
• Strong troubleshooting and escalation management skills