Project Leader / IT Service Management (ITSM)

The Project Leader / IT Service Management (ITSM) Specialist is responsible for supporting and enhancing the organization’s IT service delivery through effective implementation and continuous improvement of core ITSM processes. This role focuses on ensuring the efficient management of Change, Incident, and Problem Management functions while maintaining high service quality standards.

The individual will collaborate with cross-functional teams to analyze workflows, optimize processes, and implement best practices aligned with industry standards. The role requires hands-on experience with the ServiceNow platform to manage workflows, drive automation, and support data-driven decision-making.

This position is ideal for a detail-oriented professional with strong analytical skills, a process-driven mindset, and a commitment to service excellence within an IT Service Management environment.

Key Responsibilities

• Lead and support the development, implementation, and continuous improvement of IT Change, Incident, and Problem Management processes
• Act as Incident Manager or Major Incident Manager during high-priority incidents, ensuring timely response, coordination, and resolution
• Collaborate with stakeholders to evaluate existing processes, identify gaps, and implement improvements to enhance efficiency and reduce risk
• Monitor service performance metrics, including SLAs and KPIs, and provide regular reporting with actionable insights
• Maintain and manage ITSM workflows within ServiceNow, ensuring data accuracy and adherence to governance standards
• Support workflow execution by updating records, validating task completion, and monitoring process transitions
• Ensure compliance with defined approval processes, assignment rules, and ITSM governance frameworks
• Assist in root cause analysis and implementation of preventive measures to reduce recurring incidents
• Provide training and guidance to IT teams on ITSM best practices and updated procedures
• Support project and program teams in executing ITSM-related initiatives and maintaining operational consistency