Director of IT Service Management

Lightedge•Kansas City, MO

About The Position

The Director of IT Service Management reports to the Chief Operating Officer and leads LightEdge’s ITSM governance and improvement. The role directly leads Change Management, oversees the CMDB project through completion and transition to operational ownership, sponsors Problem Management, and ensures Incident Management processes and tooling are optimized for effective response, communication, and operational visibility. The Director sets priorities, aligns cross-functional stakeholders, and measures outcomes across these areas. The role establishes and improves governance, standards, process ownership, decision rights, and controls across the ITSM practices in scope. It works with operational and technical teams, ServiceNow administrators and developers, and other stakeholders to improve processes, tooling, reporting, adoption, and service outcomes. The Director also supports audit readiness and reports progress, risks, and measurable results to leadership. LightEdge provides IT services including colocation, private infrastructure-as-a-service and cloud platforms, and security and compliance offerings. The company operates data centers in Des Moines, Kansas City, Omaha, Austin, and Raleigh, and undergoes annual third-party audits for multiple standards and frameworks.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
Typically 10 or more years of experience in IT Service Management, IT Operations, or a related field, including leadership of cross-functional process improvement.
Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices.
Experience overseeing a ServiceNow CMDB or related platform project, including governance, data quality, stakeholder alignment, delivery risks, and operational transition.
Strong working knowledge of ITIL practices.
Experience with ServiceNow process capabilities and CMDB governance.
Experience coordinating cross-functional initiatives and third-party professional services, including scope, milestones, deliverables, dependencies, and risks.
Ability to facilitate governance forums, resolve process disagreements, and build commitment across teams with different operational needs.
Strong written and verbal communication skills, including communicating process requirements, themes, risks, and outcomes to executive, technical, and nontechnical audiences.
Strong analytical, organizational, and problem-solving skills.
Experience developing process documentation, training, dashboards, and operational reports.
Experience supporting audits, compliance controls, or operational risk management.

Nice To Haves

ITIL 4 Foundation certification or higher.
Familiarity with ITAM, ITOM, CSM, SOW, PPM, Telco Order Management, and Discovery.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant equivalent.

Responsibilities

Lead the Change Management function and own its process, standards, governance, decision rights, and improvement roadmap.
Set expectations for change types, risk and impact assessment, approvals, scheduling, conflict management, emergency changes, and post-implementation reviews.
Lead Change Advisory Board governance and ensure decisions, risks, conflicts, and follow-up actions are recorded with clear owners.
Ensure change records capture implementation, validation, backout, communication, ownership, and relevant links to services, configuration items, incidents, and problems.
Review change outcomes and trends and coordinate corrective improvements with responsible teams.
Partner with ServiceNow administration and development teams to prioritize enhancements to change controls and usability.
Oversee the CMDB project through agreed completion criteria and transition to ongoing operational ownership.
Monitor CMDB project scope, milestones, dependencies, risks, decisions, resource needs, vendor deliverables, and acceptance criteria, escalating material issues for resolution.
Ensure the CMDB project establishes CI standards, data ownership, relationships, lifecycle states, quality expectations, and reconciliation practices.
Coordinate with service, platform, product, licensing, procurement, architecture, and IT teams to improve configuration record accuracy and usefulness.
Confirm discovery, automation, service mapping, and integrations are addressed where they support approved CMDB project outcomes.
Plan knowledge transfer, documentation, support ownership, and ongoing governance to sustain CMDB project results.
Sponsor Problem Management and establish practical governance, roles, review cadence, and root-cause and corrective-action practices.
Review recurring and high-impact issues, incident and problem themes, operational hotspots, risks, and overdue actions with accountable owners.
Ensure problem records document known errors, workarounds, contributing factors, root-cause findings, and corrective or preventive actions.
Track Problem Management actions to completion, verify their effectiveness, and escalate unresolved risks or ownership gaps.
Share relevant Problem Management themes, hotspots, progress, and systemic improvement needs with operational leaders and stakeholders.
Ensure Incident and Major Incident processes and ServiceNow tooling support timely restoration, clear ownership, appropriate escalation, and reliable stakeholder communications.
Review and optimize severity criteria, workflows, response roles, major incident declaration and closure, record quality, and post-incident review practices.
Use incident trends, customer impact, feedback, and process data to identify tooling gaps, recurring friction, and improvement opportunities.
Partner with ServiceNow administrators, developers, SRE, Support, Monitoring, and service teams to prioritize process, workflow, reporting, and automation improvements.
Set clear ownership, handoffs, escalation paths, minimum records, and controls for processes within the role’s scope.
Consult affected stakeholders before material process changes and build understanding and adoption through communications, training, office hours, documentation, and feedback loops.
Establish baselines and measures for change, CMDB project delivery, Problem Management action effectiveness, and Incident Management process and tooling health; report progress and risks to leadership.
Support audit readiness by maintaining process evidence, control descriptions, records, and training materials, and coordinating responses to findings.
Coordinate with owners of related practices, including Knowledge, Service Catalog, Event, Availability, and Service Level Management, to maintain process and tool alignment.
Prioritize actions that reduce customer impact, restore service safely, support clear communications, make ownership explicit, and improve reliability, adoption, and operational efficiency.