IT Service Management Lead

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 13, 2026

Salary

Not verified

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$116,543 U.S. median for this role

Projected growth (BLS Employment Projections)

+9.8% - Much faster than average

Matched to SOC 15-1252 - Software Engineering aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Engineering From the posting source checked Jun 20, 2026

Seniority

Senior From the posting source checked Jun 20, 2026

Work mode

Hybrid From the posting source checked Jun 20, 2026

In-office days

2 days From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

IT Service Management Lead Cleveland, OH, United States #LI-AM1 #LI-Hybrid We are seeking an experienced IT Service Management (ITSM) Lead to own, govern, and continuously improve ITIL-based service management practices within a mid-to-large organization. This role is responsible for driving service maturity, establishing governance and metrics, and leading cross-functional adoption of ITIL best practices. The ITSM Lead will partner closely with key stakeholders to ensure consistent, measurable, and continually improving IT services that align with business objectives. Essential Functions and Primary Duties Own, govern, and mature core ITSM practices, including Incident, Problem, Change, Knowledge, and Service Catalog Management Develop and maintain policies, procedures, and governance frameworks Establish and manage KPIs, SLAs, dashboards, and executive-level reporting to measure service performance and maturity Drive root cause analysis, process audits, and continual service improvement initiatives Lead cross-team adoption of ITIL best practices and ensure consistent execution across IT Facilitate training sessions, workshops, and stakeholder engagement to promote process adherence and improvement Drive accountability and performance across teams, ensuring measurable service improvements Partner with IT leadership to align service management practices with business needs and regulatory requirements Lead and coordinate the activities of others, providing guidance, direction, and support Preferred Qualifications 10+ years of experience in IT Service Management or IT Operations leadership roles ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred Demonstrated success implementing, governing, and improving ITSM practices in mid-to-large organizations Strong experience owning and maturing ITIL practices (Incident, Problem, Change, Knowledge, Service Catalog) Proven ability to build metrics, KPIs, SLAs,

Read the full description at ebez.fa.us2.oraclecloud.com. FewerJobs shows a preview and links to the original posting.