Description
Our client is seeking a ITSM Governance Lead to own and mature Incident Management (including Major Incident governance), Problem Management, Event Management, and Knowledge Management.
This is a governance and process-ownership role, not a service desk management position. The role defines standards, enforces accountability, and drives maturity across Tier 1-Tier 4 IT support teams, while operational teams remain under separate management.
Key Responsibilities:
Incident & Major Incident Governance
Own and govern the Incident Management process, including priority definitions (P1-P4), SLAs, and lifecycle standards
Lead the Major Incident Management framework, including:
o Activation criteria
o Command structure
o Executive communication standards
o Post Incident Reviews (PIRs)
Act as the senior escalation point during Major Incidents
Ensure incidents are correctly logged, classified, escalated, and closed
Problem Management
Design and implement a formal Problem Management capability
Define and enforce root cause analysis (RCA) standards
Ensure PIR outputs feed into Problem records and corrective actions
Identify recurring incident trends and drive structural fixes
Event Management
Define Event Management scope and standards
Improve alert to incident practices over time
Work toward reducing false positives and improving signal quality
Knowledge Management
Design and govern Knowledge Management standards
Ensure knowledge articles are created from incident resolution and PIRs
Define article lifecycle, quality standards, and governance model
Maturity Uplift & Governance
Lead maturity uplift from "crawl" to "walk" within the first year
Develop roadmaps and phased implementation plans
Enforce standards across IT teams without direct authority
Train teams on new processes and expectations
Reporting & Leadership Engagement
Produce KPI and SLA reporting for IT leadership
Surface non compliance, gaps, and risks through governance channels
Represent all four value streams in operational and governance forums
Skills
Incident management, Itil, Problem management, Root cause analysis, Itsm, Troubleshooting, Servicenow, ivanti
Top Skills Details
Incident management,Itil,Problem management,Root cause analysis,Itsm
Additional Skills & Qualifications
Nice-to-Have:
Experience in regulated or compliance-driven environments
Exposure to enterprise ITSM platforms (tool-agnostic)
Personal Attributes Critical for Success:
High emotional intelligence and composure
Patient, persistent, and unflappable
Comfortable challenging non-compliance professionally
Pragmatic change agent (incremental improvement over sweeping change)
Respected for experience, judgment, and consistency
Certifications
ITIL certification preferred but not mandatory
Experience Level
Expert Level
Job Type & Location
This is a Contract to Hire position based out of Spring, TX.
Pay and Benefits
The pay range for this position is $65.00 - $75.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Spring,TX.
Application Deadline
This position is anticipated to close on Apr 7, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 101054TS
- Position Id: JP-005938634
- Posted 2 days ago
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