IT Service Management Lead

Benefits

Parental leave

Not verified

Non-birth-parent leave

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Family-building benefits

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

Mental health support

Not verified

Relocation assistance

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Childcare support

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Learning budget

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Verification

Not verified last checked Jun 13, 2026

Salary

Not verified

401(k) match

Listed Source: EMPLR_CONTRIB_INCOME_AMT. source Last checked Jun 13, 2026.

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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.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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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 source-linked preview and links to the original posting.