ITSM Lead

Description

We are looking for an experienced ITSM Lead to guide a complex ServiceNow ITSM engagement in Los Angeles, California. This Long-term Contract opportunity is ideal for a senior consultant who can combine strong program leadership with the confidence to provide informed technical direction across the ServiceNow platform. The role requires close coordination with implementation partners and internal stakeholders to keep delivery aligned with business goals, service management best practices, and project timelines.

Responsibilities:
Lead end-to-end planning and oversight for a ServiceNow ITSM initiative, ensuring scope, schedule, and delivery milestones remain on track.
Direct third-party implementation partners by setting expectations, reviewing progress, and driving accountability for quality outcomes.
Provide informed guidance on ServiceNow technical decisions, helping the team resolve challenges across modules, platform capabilities, and design approaches.
Partner with business and technology stakeholders to translate service management needs into practical implementation priorities and execution plans.
Establish program governance, status reporting, risk tracking, and issue resolution processes to support consistent project delivery.
Apply ITIL-based practices to shape workflows, service processes, and operational improvements within the ITSM environment.
Evaluate the effectiveness of ITSM tools and platform configurations to support scalable, efficient service operations.
Coordinate cross-functional teams to align process design, implementation activities, testing, and rollout readiness.

Requirements

Proven experience leading large-scale ITSM or ServiceNow implementation programs in a senior consulting or leadership capacity.
Strong background managing third-party vendors or implementation partners within complex technology projects.
Hands-on understanding of the ServiceNow platform, including core ITSM modules and related platform capabilities.
Demonstrated ability to challenge technical approaches constructively and guide teams toward practical, high-quality solutions.
Solid program management skills, including planning, governance, stakeholder communication, and risk management.
Working knowledge of ITIL frameworks and service management processes.
Excellent communication and collaboration skills with the ability to influence both technical and non-technical stakeholders.

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